Centralized Lending Support Specialist

Summary: The primary function of this position is to assist Alltru Credit Union to achieve our mission of saving members’ money, making members’ money and saving member’s time. One of the primary means to achieve this end is to ensure that outstanding service is delivered to both internal and external members. A key component of this service is responsible for directing the daily operations and scheduling for the Centralized Lending Support Specialist role.

Alltru Credit Union Mission: Save you money. Make you money. Save you time. That’s why we exist.

Alltru Credit Union Service Promises:

• We promise to provide you with service so great you will never want to leave us.

• We promise to listen to you and offer appropriate solutions.

• We promise to recommend products and services that are in your best interest.

• We promise to act with integrity.

• We promise to take ownership of your requests.

• We promise to make decisions that benefit you, the owners as a whole.

MAJOR RESPONSIBILITIES:

1. Responsible for delivering a high level of member service to internal and external members in alignment with the credit union’s Service Promises.

2. Prepare loan closing documentation for consumer loan requests in accordance with loan approval, credit union policies and regulatory compliance. Complete all loan closings as scheduled via DocuSign or in person.

3. Facilitate the Collateral Protection Insurance program and related processing.

4. Administer and oversee the Lenders Option insurance program, i.e. placement on new Direct and Indirect loans and refunds on paid off loans.

5. Aide the Centralized Processing Team with all operational duties such as: service events, title work, total losses, CPI, etc.

6. Assist and educate members with insurance and GAP related issues, questions, and claims.

7. Consistently meet established member service and performance standards, delivering accurate processing within established error ratio guidelines.

8. Communicate and assist members with providing all required documentation and update borrowers as needed on loan process and outstanding items for closing.

9. Obtain and review all due diligence information required in conjunction with the preparation of the loan documents, such as performing UCC (Uniform Commercial Code) and title searches.

10. Ensure loan approval stipulations have been cleared and documented prior to closing.

11. Perform final review of appropriate ancillary product offerings with members to ensure member needs are being met.

12. Ensure all documentation is accurately and appropriately uploaded in loan origination system.

13. Meet established Service Level Agreement for the Member Operations Department and support a quality partnership with Lending and Retail employees to consistently deliver the highest level of internal and member service.

14. Maintains daily, weekly, and monthly reports as assigned.

15. Attend and participate in Alltru Credit Union trainings and meetings.

16. Exercise independent judgement and critical thinking to resolve issues, suggest improvements, and embrace new ideas.

• Handle all incoming member and staff phone calls on new applications, Centralized Lending Help Desk Inquiries, and resolve any issues prior to processing.
• Participates in the rotation of servicing phone calls for loan processing.
• Provides exceptional service to staff in all departments of the credit union by supporting/assisting them in all aspects of loans.
• Processes the daily mail.
• Process loan subsequent action forms.
• Evaluate Skip A Pay program exceptions.

23. Review indirect loans to be processed for proper title information, membership eligibility, dealer reserve, correct identity, and NADA value.

• Perform other duties and special projects as assigned.

25. Completes CPD Online Training classes quarterly.

QUALIFICATIONS:

Education/Experience

High School diploma or equivalent is required. Minimum of 1-2 years of experience in banking/financial services or consumer lending is required. Candidate must be a minimum of 18 years of age.

Knowledge/Skills/Abilities

1. Working knowledge of loan origination process and lending-related regulatory compliance is required.

2. Strong interpersonal, organization and communications skills.

3. Ability to problem solve.

4. Must be detail oriented and be able to handle multiple projects/priorities simultaneously.

5. Ability to handle confidential information.

6. Ability to work well with others as part of a team.

7. Experience with technology platforms including Jack Henry – Symitar and Synapsys, Meridian Link – Loans PQ and DocuSign preferred.

8. PC proficient, including Microsoft Office (Word, Excel, Access, Outlook) and the Internet.