Sr Consumer Loan Svcng Spclst

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

THE DETAILS

Job Code:

1798

Grade:

18H

Status:

Non-exempt

POSITION AND PURPOSE

As a Senior Consumer Loan Servicing Specialist, you play a critical role in advancing operational excellence by supporting departmental leadership in the execution, oversight, and continuous improvement of loan servicing functions. This advanced-level position is responsible for ensuring the integrity of servicing operations through strong quality control practices, adherence to service level expectations, and proactive identification of risk and process gaps. The Senior Specialist provides leadership within the workflow by overseeing complex servicing activities, guiding team execution, and ensuring consistency in processes that support the consumer loan portfolio. This role is instrumental in performing advanced operational functions, implementing and reinforcing quality control standards, and resolving exceptions with speed and accuracy.

In addition, the Senior Specialist drives continuous improvement by identifying opportunities to enhance efficiency, strengthen controls, and improve the member experience. Through collaboration, mentorship, and clear communication, this role fosters a culture of accountability, innovation, and alignment with Golden 1's mission, vision, and commitment to service excellence

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 take ownership of complex servicing work, bringing structure, accuracy, and sound judgment to every request while balancing quality, risk, and timeliness.

You are a trusted subject matter expert who navigates advanced loan servicing and credit bureau processes with confidence, using strong analytical skills to resolve issues, identify gaps, and strengthen controls.

You lead through action. Guiding others, sharing knowledge, and stepping in where needed to ensure consistency, accountability, and a high standard of execution across the team. You will care, serve and deliver for the team, leaders, and members.

THE WORK

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Responsible for ensuring service excellence to all credit union staff, external business partners, and members of the Golden 1 Credit Union by continually reinforcing our Mission, Vision, and Core Values.

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Oversee and process complex requests submitted through the Consumer Loan Servicing queues, email inboxes and faxes, ensuring requests are completed within established timeframes.

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Key tasks include auditing and first line quality control on loan products and changes made by the team.

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Oversee specialty processes which may include, DMV processing, vehicle title perfection, equity loan lien transfers, loan adjustments, HELOC card portfolio servicing, periodic statement and 1098 tax form reviews, overseeing administration of insurance products, process early payoff and non-payoff ancillary product refunds, monitoring of SCRA/MLA benefits, and investigate and respond to credit dispute and reject discrepancies accordingly

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Responsible for handling escalations related to extensive and complex communication with members, dealers, financial institutions, vendor/partners, and motor vehicle departments for problem resolution for pending titles and research items by phone, mail, email, or workflow request.

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Foster a collaborative environment that encourages knowledge sharing and team growth.

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Propose and implement innovative solutions to streamline processes, increase efficiency, and enhance overall loan servicing experience.

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Stay informed about industry trends and advancements in loan servicing and member support to further support a digital first mentality.

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Support supervisors and managers in bringing engagement to the team through meetings, huddles, and career path support.

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Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the position. Must pass all regulatory and compliance courses and apply knowledge to daily tasks.

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Work, create and analyze reports necessary to ensure work is completed according to required timelines, procedures, and regulations. Perform necessary research and actions based on report findings, notifying management of status, any issues, and proposed resolutions.

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Support quality control and risk assessments

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Support a positive teamwork environment, which encourages team commitment to enterprise and departmental goals.

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Perform training as assigned, procedures, and workflow coordination.

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

QUALIFICATIONS

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

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Associate’s Degree preferred

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4+ years at a financial institution performing customer service and loan servicing required

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Previous experience in customer service, financial institution experience required, leadership experience desired.

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Experience in consumer loan products, experience in operations, specifically loan servicing experience.

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

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Excellent oral and written communication skills.

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Excellent organizational skills.

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Possess and use sound judgment

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Accuracy is a must

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Working knowledge and ability to use Microsoft Office Software

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Ability to multitask

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Knowledge of advanced loan and maintenance servicing, DMV title and real estate title servicing, quality control and compliance monitoring experience. Strong analytical and problem-solving skills.

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Excellent communication and interpersonal skills.

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None required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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

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

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

All levels of staff.

EXTERNAL:

Members, vendors, legal counsel, 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.