Consumer Loan Servicing Specialist

Position Summary:

The Consumer Loan Servicing Specialist is responsible for the day-to-day servicing of auto and marine loans and assisting customers with consumer loan inquiries and issues.

Duties and Responsibilities:

1. Engages with customers by phone, email, and mail to provide excellent customer service when responding to consumer loan inquiries related to the current status of accounts, payments, and other concerns or questions; collaborates with management and team members to accurately and efficiently assist customers.
2. Makes collection counseling calls for past due consumer loans; works with default servicing team on referring seriously delinquent accounts to them for advanced collection and repossession activities; assists default servicing team with advanced collections as needed.
3. Prepares verbal and written payoff quotes on consumer loans; gives instructions to customers, financial institutions and dealerships regarding payoffs; processes payoff transactions in the core servicing system; processes lien releases and other related customer correspondence on titles for auto, boat, and other consumer loans.
4. Send welcome letters and emails to new loan customers.
5. Reviews insurance claims on damage to collateral property and coordinates the endorsement of loss draft checks; works with customers and insurance carriers on total loss claims and aids in the collection of any deficiency balance.
6. Monitors insurance coverage on marine loans; sends correspondence to borrowers with expiring insurance policies to obtain evidence of insurance; properly retain evidence of insurance in the loan file.
7. Perform system maintenance as needed including but not limited to payment corrections, address changes, autopay set up and loan coding corrections.
8. Administer special consumer loan programs or promotions such as Skip-A-Payment.
9. Complies with all applicable banking laws and regulations, including but not limited to the Bank Secrecy Act, USA Patriot Act and related anti-money laundering statutes and federal consumer protection legislation and regulations.
10. Other duties as required.

The duties outlined above are a summary and may not be an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties. All job descriptions may be amended at any time at the sole discretion of FMHC.

Qualifications and Skills:

1. 1 to 2 years of experience in consumer loan servicing is required.
2. Strong understanding of lending laws, regulations, and guidelines related is required.
3. Additional experience in financial services or banking is preferred.
4. Experience in customer service is preferred.
5. Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. Encompass, Cleartouch, Nautilus, various government and investor software/web portals is preferred.
6. High School Diploma or equivalent is required; Bachelor's degree in Finance preferred.

Necessary competencies:

1. Resilience
2. Collaboration
3. Communication
4. Service Orientation
5. Quality Focused
6. Organizational Skills
7. Accountability

Physical Environment

• While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear and speak.
• The employee must occasionally lift and/or move up to 25 pounds.
• The noise level in the work environment is usually quiet to moderate.
• This position is performed in an office setting, five days a week with typical work hours being 8.30a through 5.15p.

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