Consumer Loan Servicer

WCCU Credit Union; Westby (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

WCCU Credit Union is seeking a detail-oriented loan servicing professional to handle member inquiries, process consumer loan documentation, and maintain collateral records for secured loans. You will monitor lien perfection, process payments, and support regular reconciliations.

Ideal candidates have 2–3 years in consumer lending or processing, excellent communication skills, and a solid understanding of industry standards and regulations.

Qualifications

• Two to three years of experience in consumer lending or processing.
• Excellent communication skills with customers and staff.
• Knowledge of financial service industry standards, laws, and regulations.

Responsibilities

• Assist with day-to-day consumer loan servicing tasks and inquiries.
• Process loan documentation and collateral records for secured loans.
• Handle payments, account maintenance, and errors in servicing files.
• Support audits, reconciliations, and posting accuracy.
• Communicate with members and internal teams to resolve issues.

Skills

Excellent communication skills

Financial service industry knowledge

Attention to detail

Time management

Customer handling

Education

No degree specified

Tools

Microsoft Suite

General office equipment

Job description

JOB REQUIREMENTS: Position Summary: This position is directly responsible for performing day-to-day tasks in several highly visible servicing processes; including handling member inquiries or problems and maintenance of consumer loan files.

Principal Duties and Responsibilities: Provide timely and professional service to members and team members by responding to consumer loan inquiries and requests via phone, email, and mail; research and resolve account and servicing issues accurately and efficiently.

Process and maintain collateral documentation for automobiles, motorcycles, light trucks, and other secured consumer loans, including registrations, title work, lien additions, lien releases, through the Department of Transportation.

Monitor lien perfection; maintain and review missing lien report and conduct weekly and monthly follow-up on outstanding or incomplete lien perfections.

Perform daily consumer loan servicing activities throughout the life of the loan, including payment processing, account maintenance, payment reversals, automatic payment changes or skips, payment deferrals, extensions, and other approved loan modifications.

Process credit report monitoring and maintain error logs; research and address reporting discrepancies in accordance with applicable policies and regulatory requirements.

Complete daily DRA clearing and balancing activities; research and resolve discrepancies to ensure accurate loan and general ledger records.

Prepare and distribute required loan correspondence and notices, including CUDL welcome letters, adverse action notices, spousal notices, payment-related correspondence, and Other Required Member Communications. Perform Collateral Protection insurance (CPI) servicing activities including communicating with members and insurance providers, processing refunds and recasts, updating loan records, and resolving insurance-related issues.

Review consumer loan documentation for accuracy, completeness, and compliance with established policies and procedures; identify missing or incorrect documentation and coordinate appropriate follow-up.

Assist with audits and quality assurance reviews, and research requests by providing accurate loan documentation, account information, and supporting records.

Complete month-end reconciliation and balancing for GAP, warranty, and debt protection products, researching discrepancies and ensuring accurate posting and reporting.

Monitor and resolve vehicle/title-related errors and exceptions, including maintaining the VITU error log and following up with appropriate parties to ensure timely resolution.

Perform other duties as required and assigned.

Work Relationships and Scope: Reports directly to the Consumer Lending Operations Manager. Will have regular contact with members and employees of the Lending Department.

Performance Dimensions: Must maintain the integrity of confidential business information and follow all guidelines on confidentiality. Provide outstanding services to co-workers & members.

Possess the ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities.

Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed.

Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.

Possess ability to gain the trust and respect of members, management, and employees.

Also maintains a positive, professional, team-oriented working relationship with staff and outside vendors.

Enhance job growth through continuing education, as required or necessary.

OTHER EXPERIENCE AND QUALIFICATIONS: Two to three years of experience in consumer lending and/or processing Is Preferred. Previous Experience In a Financial Institution Preferred.

Excellent communication skills and proven effectiveness in working with management, loan origintors, and loan applicants. Also work in courteous, respectful, and efficient manner with all co-workers.

Comprehend consequences of various situations and refer them to the appropriate staff for resolution.

Manage personal workflow and meet deadlines by being organized, detailed, and task-oriented.

Ability to work with a wide range of personalities in a courteous, effective, and efficient manner.

Knowledge and ability to apply current financial service industry standards, laws, and regulations.

Ability to present ideas, report facts and other information clearly and concisely.

Proficient knowledge of the Microsoft Suite (Outlook, Word, Excel, PowerPoint).

Proficient operation of a variety of general office equipment such as a computer, software applications, typewriter, calculator, telephone, copy machine, fax machine and other similar devices or programs related to the position.