Loan Phone Servicing Representative

This role is responsible for supporting members with consumer loan servicing needs related to Wings' consumer lending products and services. The position also provides cross-functional assistance and backup support to other areas within the Loan Phone Department, as well as assisting members through the phone queue and other communication channels, addressing a wide range of loan related inquiries. 

Essential Functions

• Assist members via the phone queue and other communication channels, addressing consumer loan related inquiries such as payment discrepancies, payment processing, payoff requests, payoff letters, total loss situations, general title information, and lien-release documentation.

• Take ownership of member concerns by researching consumer loan accounts, reviewing transactional history, and providing accurate resolutions in a timely manner.

• Complete necessary follow-up calls and unsure all member inquiries are fully resolved from start to finish.

• Participate in weekly rotation of essential servicing tasks, which may include servicing emails, consumer insurance inbox, loans inbox, message center, payoff letters and deferrals; must be completed each day in a timely manner.

• Maintain general working knowledge of loan-related protection products including GAP, warranty products, and payment protection.

• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

• High School Diploma/G.E.D. Required

• 1+ years combined financial services, customer service, or mortgage lending experience.

• 1+ years' consumer lending experience preferred

• Effective verbal and written communication skills

• Strong problem-solving skills

• Organized, detail oriented, flexible and able to multi-task in an ever-changing environment

• Display positive, professional demeanor and work independently with little supervision

• Proven ability to build strong member relationships and deliver member-centric solutions

• Initiative to meet or exceed job standards and willingness to take on other tasks that support the goals of the credit union

• Bondable