Sr Consumer Loan Servicing Specialist

Job Title: Sr Consumer Loan Svcng Spclst
Status: Non-exempt
Reports to: Supervisor - Credit Bureau Reporting
Department: Consumer Loan Servicing
Job Code: 1798
Pay Range: $28.00 - $30.00 Hourly


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.

WHAT YOU'LL DO:
• 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.
• Oversee and process complex requests submitted through the Consumer Loan Servicing queues, email inboxes and faxes, ensuring requests are completed within established timeframes.
• Key tasks include auditing and first line quality control on loan products and changes made by the team.
• 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
• 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.
• Foster a collaborative environment that encourages knowledge sharing and team growth.
• Propose and implement innovative solutions to streamline processes, increase efficiency, and enhance overall loan servicing experience.
• Stay informed about industry trends and advancements in loan servicing and member support to further support a digital first mentality.
• Support supervisors and managers in bringing engagement to the team through meetings, huddles, and career path support.
• 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.
• 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.
• Support quality control and risk assessments
• Support a positive teamwork environment, which encourages team commitment to enterprise and departmental goals.
• Perform training as assigned, procedures, and workflow coordination.
• Provide additional support throughout the department and perform other tasks and duties as needed.

QUALIFICIATIONS AND PREFERENCES:
• H.S. Diploma or General Education Degree (GED) and / or equivalent work experience required
• Associate’s Degree preferred
• 4+ years at a financial institution performing customer service and loan servicing required

WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

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