Job Summary:
The Loan Servicing Specialist performs a variety of loan servicing and customer support functions for consumer loans originated through First US Bank's network of approved dealer partners. Serves as a cross-functional team member, providing exceptional support and backup coverage for contract funding, collateral administration, customer service, and other internal stakeholders. Performs other duties as assigned.
Primary Responsibilities / Job Duties:
- Track incoming dealer funding packages for team review.
- Maintain the shared funding tracker report to ensure all received packets are properly documented and accounted for.
- Send daily funding notices to dealers; ensure accurate and timely communication of funding activity and requests for original documents post-funding; maintain appropriate records and documentation.
- Maintain the contract recap spreadsheet to ensure all required wet-ink signed original documents are received in a timely manner.
- Monitor loan accounts exceptions to ensure prompt resolution.
- Work with dealers, state agencies, and customers to obtain missing documentation.
- Provide professional and timely assistance regarding account information, payments, title status, and loan servicing requests.
- Respond to customer, dealer, and internal inquiries regarding loan accounts, payment histories, collateral status, and payoff information.
- Process routine loan maintenance requests.
- Research and resolve account balancing issues, payment discrepancies, unapplied funds, and posting exceptions.
- Prepare and provide payoff quotes upon request.
- Process paid-in-full accounts and prepare lien releases.
- Coordinate title release and collateral documentation delivery to customers.
- Ensure all post-payoff activities are completed accurately and within established service standards.
- Effectively manage inbound email communications through timely review, assignment, escalation, and follow-up; maintain accountability for preventing unanswered or unresolved items.
- Manage a high volume of inbound calls during peak periods; take ownership of dealer and customer interactions by promptly answering calls, assessing needs, providing accurate assistance, and ensuring timely resolution or appropriate escalation.
- Maintain positive working relationships with dealer partners to support business growth and service excellence.
- Comply with all applicable laws, regulations, policies, procedures, and compliance requirements.
- Participate in and complete all required compliance training, including BSA/AML, as well as other internal and external training programs.
- Participate in process improvement initiatives to enhance efficiency, accuracy, and dealer experience.
- Cross-train in multiple department functions to provide backup coverage during absences and periods of increased volume.
- Assist in training new teammates as needed.
- Perform other duties as assigned.
Position Requirements:
- High School diploma or equivalent required; Associate's degree preferred.
- Minimum of two years of financial services experience preferred.
- General understanding of consumer lending and collateralized loan servicing is a plus.
- Excellent organizational skills and attention to detail.
- Strong verbal and written communication skills.
- Proficiency with Microsoft Office applications and other business computer systems.
- Ability to work independently and collaboratively within a team environment.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to work flexible hours, including overtime and occasional Saturdays, to meet operational demands during month-end, peak seasonal funding cycles, and other high-volume business periods.
Working Environment / Physical Demands:
Work is performed in a professional office environment and requires the ability to operate standard office equipment and keyboards. Prolonged periods sitting at a desk and working on a computer. May require the ability to lift files, bend, reach, walk or maneuver around the bank. Must be able to lift up to 15 pounds at times.
Disclaimer:
This position description is not intended, and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job; it is intended to be an accurate reflection of those principal job elements essential to the job.
Federal Contractor - Equal Opportunity Employer M/F/Disabled/Vets