[Hiring] Loan Support Specialist @Peak Credit Union

Role Description

This position is responsible for delivering comprehensive administrative and member support throughout the entire loan life cycle, ensuring seamless service at every stage. Assists credit union departments and members with expert knowledge of loan products, core credit union functions, policies, procedures, and compliance with state and federal regulations. Plays a critical role in the loan life cycle in driving operational efficiency and member satisfaction.

What You’ll Do

• Takes action to address both direct and indirect credit disputes by reviewing and validating data, such as the Metro 2 file, core and collection software to ensure loans are accurately reported.
• Oversees loan modifications, reconstructions, payment reversals, and payment processing with advanced expertise in the core system.
• Communicates clearly and effectively with members and frontline employees, providing transparent explanations and support to maintain smooth loan servicing operations and enhance overall member experience.
• Manages insurance functions, including CPI for consumer and commercial loans, GAP, PPP, Letters of Guarantee, and storage requests.
• Collaborates with insurance carriers and dealerships throughout the insurance claim process to ensure efficient and accurate claims resolution.
• Handles escalated member situations with professionalism, clear communication, and a focus on mitigating risks to the credit union.
• Manages the charge-off process by preparing loans and shares for transfer to a third-party collection agency.
• Oversees the addition of collection-related expenses, ensuring all charges are applied correctly.
• Handles recoveries and updates ChexSystems records when accounts are paid in full.
• Identifies and resolves systemic core errors to maintain data integrity and ensure smooth operations.
• Manages reporting and general ledger (GL) processes, addressing discrepancies to mitigate potential risks timely.
• Audits enterprise content management systems, including loan terms, to ensure accuracy and maintain documentation integrity.
• Regularly reviews daily, weekly, and monthly reports, detecting inaccuracies and implementing corrective actions.
• Responds to Loan Support hotline inquiries from frontline staff and members, as well as requests via email, ticketing systems, and instant messages.
• Handles the processing of payoff checks from insurance companies, dealerships, and title companies.
• All other duties as assigned.

When You'll Be Working

Monday - Friday 8:30am - 5:30pm and rotating Saturdays 9:30am - 2:00pm. Full-time 40 hours a week.

Qualifications

• Minimum three (3) years financial institution experience preferred.

What You’ll Bring

• Highly skilled at identifying, troubleshooting, and resolving complex transactions while ensuring accuracy and efficiency.
• Knowledge of, or ability to learn, the credit union’s core and ancillary systems.
• Knowledge of principles and processes for providing member services.
• Knowledge and skill of a variety of office administration systems, business communications and software programs.
• Knowledge of, or ability to learn federal, state and local laws, statutes, regulations codes and standards related to the area of responsibility.
• Skilled in executing basic mathematics and basic accounting tasks.
• Ability to understand loan products, loan processing procedures, and regulatory requirements.
• Ability to suggest programs and processes to improve efficiencies.
• Keeping current with industry and regulatory changes and trends.
• Ability to handle sensitive member information securely, maintaining strict confidentiality.
• Strong communication and interpersonal skills to effectively assist members with loan inquiries, issues, and information.
• Use sound judgment to resolve member issues or escalate them appropriately.
• Ability to manage multiple loan files simultaneously and meet deadlines in a fast-paced environment.
• Proficient in inputting and managing data accurately in loan processing software.
• Ability to prepare and review loan documents, ensuring all necessary paperwork is completed and compliant with regulations.
• Ability to analyze loan details, recognize potential risks, and offer solutions to minimize issues during the loan process.

Benefits

• This position is eligible for Full-Time Regular benefits.
• Includes an option for Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage.
• Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA).
• Access to Life and AD&D insurance.
• Enrollment in our 401k plan.
• Accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis.
• Receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.
• All benefits except 401k start the first of the month following date of hire.
• Employees become eligible to contribute to 401k on the first of the month following 60 days of employment.