Consumer Loan Servicing - Consumer Loan Servicing Generalist

title

consumer loan servicing generalist

non-exempt

sr manager – operations – consumer loan servicing

consumer loan servicing

11969

$27.97 - $30.00 hourly

as a consumer loan servicing generalist, you will provide flexible departmental support across multiple functions within loan servicing. This role is designed for someone who thrives in a dynamic environment and can adapt to varying assignments that support production and operational efficiency. Responsibilities include assisting with loan maintenance, transaction processing, compliance, member inquiries, and cross‑functional projects. While supporting multiple functions this role will make process improvement suggestions, initiatives that save paper and scale operations.

This role will collaborate with internal teams to resolve issues quickly and ensure we deliver exceptional service to our members.

• loan account maintenance: perform updates and changes to consumer loan accounts, including payment adjustments, due date changes, and support service members civil relief act (scra) program.
• transaction processing: handle payoff requests, loan adjustments, reversals, and related documentation.
• title & collateral support: assist with vehicle title processing, dmv paperwork, and equity loan reconveyance tasks.
• insurance & ancillary products: process insurance payouts, refund checks, and related servicing tasks.
• member interaction: provide support via phone, email, and other channels for loan‑related inquiries, ensuring exceptional service.
• compliance: maintain knowledge of state and federal regulations, including bank secrecy act, service members civil relief act, and applicable lending laws.
• departmental support: assist with mail processing, document retrieval, and workflow monitoring to maintain production goals.
• testing & validation: participate in system updates, upgrades, and new product deployment testing.
• problem resolution: research and resolve issues related to loan servicing, collaborating with internal teams and external partners.
• continuous improvement: identify opportunities for process optimization and digital innovation.
• training & development: support onboarding and cross‑training initiatives; pursue professional development opportunities.
• record‑keeping: maintain accurate documentation of interactions, transactions, and workflow.
• engagement participation: foster a positive, inclusive work environment that inspires others through words and actions; motivates other employees by embracing and practicing golden 1’s mission, vision, and core values.

• strong oral and written communication skills are required to train and staff, implement, as approved; procedural recommendations, negotiate vendor contracts and perform other related tasks.
• must possess sufficient manual dexterity to skillfully operate an online computer terminal and other standard office equipment, including a typewriter, adding machine, personal computer, facsimile machine and telephone.
• ability to work as part of a team.

• internal: all levels of staff and management
• external: members, vendors, suppliers, state and government agencies.

• education: high school or ged required, associate degree in related field or equivalent work experience is preferred. Relevant certifications, such as ira specialist and deceased specialist, are highly desirable.
• experience: 5+ years’ experience in loan servicing operations or related financial roles.
• knowledge / skills:
• strong attention to detail, excellent communication skills, ability to multitask, and proficiency within loan origination and servicing systems, and compliance requirements.
• demonstrated ability to work well in a team‑oriented environment.
• strong analytical and problem‑solving skills, with the ability to assess operational performance and implement improvements effectively.
• knowledge of irs rules and regulations related to deposit accounts, iras, and deceased member processing.
• knowledge of unclaimed property laws and regulations related…