Loan Services Specialist

Summary

The Loan Services Specialist is primarily responsible for servicing and quality control of the credit union’s consumer loan portfolio, including auto, personal, credit card, unsecured loans, and real estate loans. Responsibilities include post‑funding loan servicing support, account research and resolution, ancillary product processing (GAP, Credit Life & Disability, CPI), mortgage servicing support, credit dispute processing, DMV title work, and loan auditing and reporting.

This role ensures loans are serviced accurately, efficiently, and in compliance with regulatory and credit union requirements, while delivering exceptional service to members and internal teams.

• Provides post‑funding loan servicing support for consumer and real estate loans to members and internal teams via multiple channels (phone, email, ESD, etc.). Serves as a primary resource for loan servicing inquiries, including account maintenance, payment postings, escrow balances, and payoff requests. Provides accurate and timely information regarding loan terms, payment processing, insurance and escrow requirements, lien releases, and interest calculations.
  
  Acts as a liaison with the external mortgage subservice to coordinate and resolve servicing matters, including escrow analysis, loss mitigation support, and legal documentation, as needed. Partners with branch staff, lending officers, and collections teams to resolve member concerns efficiently and professionally.
• Processes claims for ancillary loan products, including Guaranteed Asset Protection (GAP) claims, Credit Life and Disability insurance claims, and monitors and processes Collateral Protection Insurance (CPI) notifications and claims. Reviews monthly General Ledger reconciliations and works closely with vendors to track claims, applications, cancellations, and reimbursements.
• Provides DMV support, including preparation, processing, and tracking of title work for lien placement, release, and transfers. Follows up on outstanding titles and lien perfection issues, and works with dealerships, members, and DMV agencies to resolve discrepancies.
• Processes credit disputes, including assisting with investigation and resolution of member credit disputes in compliance with the Fair Credit Reporting Act (FCRA), and coordinates with credit bureaus to submit accurate updates or corrections.
• Performs consumer loan auditing to ensure overall accuracy, policy adherence, guideline compliance, and regulatory compliance. Reviews loans for proper setup, rate accuracy, documentation, and servicing integrity. Recommends process improvements to enhance quality control and operational efficiency.
• Reviews a variety of lending/servicing reports and makes adjustments or corrections as needed. Assists with preparing periodic servicing reports for management review. Provides support for internal and external audits and exams.

• High school diploma or its equivalent is required.
• 1–3 years of experience in financial services, preferably within a credit union or bank.
• Minimum 2 years of consumer loan servicing experience in a financial institution, including ancillary product processing, is preferred.
• Knowledge of consumer loan products and consumer lending regulations including but not limited to TILA, ECOA, FCRA, and SCRA.
• DMV lien processes and basic mortgage servicing tasks preferred.
• Records of performance that highlight positive employee relationships, teamwork, initiative, and personal excellence.

Altura offers a collaborative environment with opportunities for growth, a strong commitment to employee well‑being, and a focus on delivering quality service to all members.

• Vacation (10+ days or minimum days)
• Sick (8 days)
• Holidays (11 days & 1/2 day Christmas Eve)
• Birthday & Anniversary Day Off
• Specialized Paid Time Off (Jury Duty, Bereavement, etc.)
• Community Volunteer Events
• Social Events & Outings
• Event & Venue Discounts

• Competitive Pay
• Stakeholders
• 401(k) Dollar‑for‑Dollar Match up to 6% (after one year of service)
• Business Attire Allowance
• Annual Performance Review & Increase
• Wellness Incentive
• Tuition Reimbursement
• Awards, Recognitions & Incentives
• Free Checking & Savings Accounts
• Discounted Employee Loan Rates

• Kaiser and Cigna Medical & Prescription Plans
• Dental & Vision
• Fitness Challenges & Gym Access
• Onsite Wellness Programs
• Medical & Dependent Flex Spending Account
• Life & A&D Insurance
• Employee Assistance Program
• Pet Insurance