Consumer Loan Servicing Specialist - Compliance and Operations

Application deadline is 5 days after the date the role was posted.


Thank you for your interest in Bellco Credit Union! We’re a local not-for-profit organization that has been giving back to our members, the communities we serve, and of course, our employees since 1936. Offering one of the best employee benefits packages around, Bellco is a leader in fostering, developing, and engaging staff to become expert financial-service ambassadors. You’re a part of something more at Bellco—a place you can be proud of.


Consumer Loan Servicing Specialist – Compliance and Operations


LOCATION: Corporate DIVISION: CMXO

FUNCTION DESCRIPTION:

The Consumer Servicing Specialist – Compliance and Operations serves as a primary resource for managing GAP and ancillary product processes, including direct interaction with insurance agencies. This role is also responsible for maintaining, responding to, and correcting reports derived from exceptions and accounting discrepancies, ensuring data accuracy, compliance, and timely resolution.
In addition to these core responsibilities, the specialist supports a variety of consumer loan servicing functions such as loan maintenance requests, total loss claims, payment protection, automation tasks, check processing, payoff quote support, and processing in the CORE system. The role also contributes to identifying trends, resolving servicing compliance issues, and enhancing operational efficiency.
Strong customer service skills, adaptability to shifting priorities, and effective collaboration with internal teams and credit union staff are essential to success in this role.


ORGANIZATIONAL RELATIONSHIPS:
Reports to: Sr Manager of Consumer Operations

Supervises: NA

Contacts: All levels of credit union employees and members

QUALIFICATIONS/REQUIREMENTS:

Experience:
▪ Minimum 2 year preferably in customer/member service role.
▪ Knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).
▪ Basic knowledge of Consumer Lending originations or financial industry experience preferred

Education: Associates degree in related field or equivalent experience preferred


Skills:
• Ability to understand and execute tasks within Service Level Agreements (SLAs), required
• Ability to solve problems and analyze with a high degree of accuracy
• Effective time management with the ability to prioritize workload based on department requirements and member needs while working in a fast-paced, deadline-driven environment
• Ability to work independently and within the team while promoting a positive team environment
• Perform basic mathematical computations; effectively communicate verbally and in writing; comprehend materials and follow instructions
• Exercise good judgment/reasoning and resourcefully solve routine problems; organize and handle multiple tasks and prioritize; handle confidential/sensitive information; exhibit excellent customer service skills
• Proficient in Microsoft Office (Word, Excel, Outlook) preferred
• Strong communication skills, both verbal and written
• Ability to support GAP and ancillary product processes, including interaction with regulatory and insurance agencies
• Skilled in reviewing, responding to, and resolving exception and accounting discrepancy reports


ESSENTIAL FUNCTIONS:
1. Demonstrate Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments while holding staff accountable to standards.
2. Manage the end-to-end GAP refund process for both Direct and Indirect loan products. Monitor refund activity, ensure timely and accurate claim submission, and maintain proactive follow-up with GAP providers. Own the member experience throughout the GAP refund lifecycle, ensuring clear communication, issue resolution, and compliance with provider and regulatory requirements.
3. Oversee exception and accounting discrepancy reporting processes by working exception reports within established SLAs, collaborating with Accounting and Originations teams to ensure timely and accurate reconciliation of General Ledger (GL) entries, and identifying and reporting on trends to support process improvements and compliance monitoring.
4. Manage high volumes of open gap claims daily. Meeting or exceeding established SLA’s to minimize member impact.
5. Update and manipulate reports to document progress and provide status information and claim analysis to senior management.
6. Manually issue refunds as needed when automated refunds fail.
7. Review and support all activities associated with Consumer Processing. Inclu