The Loan Servicing Representative (LSR) I is a critical member access point for loan information. The person in this role is responsible for ensuring the quality, accuracy and compliance of UWCU loans. The position also plays a vital role in proactively looking for service recovery opportunities. The Loan Servicing Representative must adhere to the department’s mission of providing master knowledge in all aspects of consumer loan processing and servicing. This role must embrace opportunity, pursue mutual understanding and commit to delivering quality to all members.
This person must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of the organization.
1) Perform Loan Account Maintenance - 50%
a) Responsible for accurate and timely processing of loan payment corrections, loan modifications, due date changes and late fee refunds on non-VISA consumer loans.
b) Ensure UW Credit Union is listed as lien holder on vehicle titles within the established service levels by
utilizing the DealerTrack and Premier eTitleLien systems.
c) Perform necessary account maintenance on payment protection related products (Credit Life, Credit Disability, Guaranteed Asset Protection, Mechanical Repair Coverage) in accordance with established service levels.
d) Ensure that external requests for payoff information are handled professionally, discretely and accurately. When checks for loan account payoffs are received, they are processed in a timely manner with an emphasis on quality.
e) Perform loan account maintenance including but not limited to the following loan servicing activities:
i. Letter of guaranty requests
ii. NSF check and ACH payments
iii. Automatic loan payment maintenance
iv. Coupon book requests
vi. Lien Release requests
vii. Death Notification
viii. Flood Determination updates
ix. Servicemembers Civil Relief Act
x. Kohl’s Student loans
f) Responsible for monitoring and performing any necessary account follow-up based off of information found on but not limited to the following reports:
i. Closed Loan Report (CLR)
ii. Vehicle Lien Tracking
iii. Combined Statements
iv. Rapid Refi Insurance
v. ACH reports
vi. HELOC Maturity Notices
vii. Payment Protection cancellation
viii. DealerTrack GL report
g) Responsible for the timely and accurate scanning of loan documents to TREEV and adding comments in
InterACT when account maintenance is performed.
h) Ensure loan quality by exhibiting a high level of accuracy when servicing loans. Performing necessary
account maintenance for account errors identified on the Consumer Lending Internal Audit.
2) Member Service - 30%
a) Consistently demonstrate Call Quality Behaviors identified on department scorecard.
b) Demonstrate teamwork by taking a proactive approach in offering help to and asking for help from fellow team members.
c) Work together as a team to solve problems as they occur.
d) Exhibit core values in both internal and external member interactions.
e) Approach all member interactions as an opportunity to foster continuous learning by educating members during the service issue conversation, creating training interventions, and other value-added learning activities.
f) Responsible for service recovery of loans by asking the right questions to get to the root cause of the issue and identifying or utilizing resources to find the solution.
3) Contribute to Activities that Promote Individual and Organizational Success - 20%
a) Responsible for own personal and professional development and proactively take ownership in identifying opportunities and areas of growth
b) Demonstrate teamwork by taking a proactive approach in offering assistance to co-workers. Awareness of situations that require escalation resolution from a Loan Servicing Representative II or the Consumer Loan Servicing Manager.
c) Take ownership for change. Analyze, justify and recommend change in operations to enhance productivity and improve service. Embrace change through support of corporate strategies and goals.
d) Responsible for understanding and adhering to all relevant compliance policies, procedures and regulations. Completes annual Regulatory Compliance courses within timeframes communicated by Human Resources.
e) Arrive promptly and prepared to actively participate in dialogs, staff meetings and trainings. Assume ownership for securing information communicated during personal absence.
- 1 year of transactional experience with InterACT preferred.
- High School Diploma or equivalency.
- Ability to communicate effectively both verbally and in writing.
- Able to work independently, organize and prioritize work.
- Basic understanding of the Consumer Lending Process
- Demonstrated service-recovery skills
- Knowledge of and ability to interpret fundamental lending concepts and practices.
- Knowledge of applicable rules and regulations related to loan products.
- Excellent interpersonal skills.
- Demonstrated research, analytical and problem-solving skills.
- Personal computer skills including MS Word and MS Excel.