Consumer Loan Servicing Specialist

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

11287

Grade:

17H

Status:

Non-exempt

POSITION AND PURPOSE

As a Consumer Loan Servicing Specialist, you will deliver an exceptional member experience through servicing and maintenance of consumer loan products. This role serves as an experienced operational resource, responsible for executing complex servicing functions, supporting department initiatives, and contributing to process improvements that enhance efficiency, accuracy, and scalability.

The Specialist applies advanced knowledge of loan servicing operations to manage specialized requests, perform validations related to system updates and new products, and support cross-functional efforts, including vendors and project initiatives. This role acts as a bridge between technician-level staff and leadership by providing guidance, assisting with escalations, and ensuring consistent execution of processes.

Key responsibilities include managing workflow queues, conducting research and issue resolution, supporting quality control efforts, tracking production and service level performance, and participating in testing and implementation activities. The Specialist demonstrates strong analytical skills, adaptability, and collaboration, contributing to continuous improvement and operational effectiveness across the department.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You bring a strong sense of ownership and accountability to work, consistently delivering accurate and timely results while managing competing priorities in a fast-paced, production-driven environment.

You are a collaborative and solutions-oriented problem solver who leverages your experience in loan servicing to navigate complex scenarios, support team effectiveness, and drive consistent operational execution.

You proactively identify opportunities for improvement, apply analytical thinking to resolve issues, and adapt quickly to changing priorities while maintaining a high standard of service and compliance. You care, serve, and deliver to your team, leaders, and members.

THE WORK

•

Engage with members via phone and email, providing exceptional service and assistance with loan related inquiries, demonstrating alignment with our Mission, Vision, and Core Values.

•

Process requests submitted through the Consumer Loan Servicing queues, email inboxes, faxes and by mail.

•

Assist technicians and handle escalations in a solutions-based manner, as a first line attempt of resolution prior to passing to leadership.

•

Department specific duties may include advanced servicing or subject matter expertise in the following:

• System testing, new product testing, statement validation.
• Loan Servicing and maintenance functions
• Rate change processes on variable rate loan products.
  *Advanced servicing of equity loans including ensuring proper closing, title research and release resolutions, fixed rate segment servicing, demand payoff processing.
• Partner with accounting to research and clear differences in assigned general ledger accounts.
  *Process early payoff and non-payoff refunds for ancillary loan products.
  *Support vehicle title perfection through planned strategies and partnerships with indirect lending teams and dealerships.
  *Monitor and ensure posting of insurance commission income and expenses related to product protection. Support adding, cancelling of ancillary loan products offered.
  *Mapping and servicing electronic forms, support generating new and servicing existing.
  *Monitor reporting, provide error resolution, with a strong focus on regulatory compliance in servicing standards.
• Investigate, process and respond to credit bureau disputes and discrepancies including communication with the credit reporting agencies

•

Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance. Must pass all regulatory and compliance courses and apply knowledge to daily tasks.

•

Identify and propose processing optimization, with a digital focus, to enhance the effectiveness of servicing operations. Support implementation of digitally focused projects.

•

Establish a collaborative environment by actively engaging with colleagues to share best practices and ideas. Supporting training technicians and temporary employees. Mentor employees to ensure a high level of knowledge transfer.

•

Create open and honest communication, give, and encourage feedback.

•

Coordinate and monitor daily workflows of department.

•

Highly engaged participation in huddles and meetings, lead meetings as needed.

•

Support annual procedure update process.

•

Support production reporting, ensuring service level agreements are met and work is delegated to technicians in prioritizing order.

•

Innovate mindset with a passion for process improvement.

•

Proactive and self-motivated.

•

Provide additional department support and perform other tasks and duties as needed.

QUALIFICATIONS

•

H.S. Diploma or General Education Degree (GED) and/or equivalent work experience required

•

3+ years years at a financial institution performing customer service in the financial industry in a progressively advancing role, with a focus on complex tasks and process improvement, extensive loan research and resolution, report creation and analysis, training, and mentorship experience, testing and validating experience, vehicle and home titling and release processing required

•

Credit Bureau research and dispute processing required

•

Experienced level in servicing ancillary loan products required

•

Previous experience in customer service, financial institution experience required.

•

In-depth knowledge of loan products, regulations, and industry best practices.

•

Experience in consumer loan products, with emphasis on loan servicing experience.

•

Advanced knowledge of California DMV motor vehicle regulations pertaining to vehicle titling and release regulations, credit dispute requirements and/or real estate reconveyance processes, required.

•

Knowledge of electronic DMV titling

•

Strong analytical and problem-solving skills

•

Excellent communication and interpersonal skills.

•

Detail-oriented with excellent organizational abilities.

•

Ability to multi-task is required with a high level of accuracy.

•

Working knowledge and ability to use Microsoft Office software and standard office equipment.

•

Good follow-up skills.

•

Ability to work independently.

•

Ability to work in a fast-paced environment.

•

Possess a valid California driver’s license required

•

Takes Initiative - Owns tasks and responsibilities 

•

Delivers Results with Agility - Meets deadlines and adapts

•

Collaborates Across Teams - Works well within the team Solves Problems Proactively

•

Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

All levels of staff.

EXTERNAL:

Members, vendors, suppliers, dealerships, government agencies, insurance companies, dealerships, and other financial institutions

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.