Consumer Loan Servicing - Consumer Loan Servicing Technician

Golden 1; Sacramento (CA); Hybrid; USD 66,162,000 - 67,337,000; Full time

Job summary

Golden 1 Credit Union is seeking a Consumer Loan Servicing Technician to manage a wide range of loan servicing activities, respond to member inquiries via phone and email, and handle payoff processing, title work, and regulatory compliance. The role requires accuracy, collaboration, and a customer-focused mindset within a fast-paced environment.

Responsibilities include processing loan requests, performing extensive document handling, and supporting ongoing system updates and testing.

Qualifications

• 2+ years at a financial institution performing customer service, engaging with members and 3rd parties via email and phone, payoff processing, loan maintenance and research.
• Ancillary loan product servicing required
• DMV paperwork preparation required
• Vehicle and real estate title servicing preferred
• Nationwide Mortgage Licensing System (NMLS) may be required.

Responsibilities

• Engage with members via phone and email, providing exceptional service and assistance with loan related inquiries.
• Process requests submitted through Consumer Loan Servicing queues, email inboxes, faxes, mail, and by inbound call.
• Process vehicle payoffs and related paperwork, including title and DMV processes.
• Monitor and service active accounts to ensure compliance with applicable laws and regulations.
• Identify and implement efficiency improvements and participate in system testing and deployments.
• Create and analyze reports to ensure timely completion of department work.

Skills

Customer service

Telephone and email communication

Loan maintenance

Research and problem solving

Education

High School Diploma or GED

Job description

Consumer Loan Servicing - Consumer Loan Servicing Technician

Job Description

Job Title: Consumer Loan Servicing Technician
Status: Non-exempt
Reports to: Supervisor - Consumer Loan Servicing
Department: Consumer Loan Servicing
Job Code: 11593
Pay Range: $23.09 - $23.50 Hourly
Location:

WHO WE ARE: Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE: You are a detail-oriented and service-focused professional who is passionate about delivering exceptional member experiences. You thrive in a fast-paced environment, managing a wide range of loan servicing activities, research requests, account maintenance, and complex problem resolution with accuracy and efficiency. You build strong relationships with members, business partners, and team members through clear communication, collaboration, and follow-through. You are adaptable, analytical, and committed to compliance, continuous improvement, and operational excellence, while actively contributing to team success, knowledge sharing, and a positive, inclusive workplace culture aligned with Golden 1's Mission, Vision, and Core Values.

WHAT YOU'LL DO:

• Engage with members via phone and email, providing exceptional service and assistance with loan related inquiries, demonstrating alignment with our Mission, Vision, and Core Values.
• Process requests submitted through Consumer Loan Servicing queues, email inboxes, faxes, mail, and by inbound call, complexity level of request and volume, vary by assignment.
• Department specific duties may include: * Process vehicle payoffs and corresponding paperwork, up to and including contacting appropriate parties to obtain incomplete paperwork. Process in and out of state title requests and requests to transport vehicles out of the country. * Electronic filing of vehicle titles and process DMV paperwork. * Process insurance policy payouts or refund checks and corresponding paperwork. * Equity loan servicing, such as payoff requests and reconveyance processing. * Sort, review, track, and process daily department mail, if designated onsite. * Retrieve requested documents and contracts, perform changes to loan as requested by member including skipping payments, changing due dates, or updating loan information. * Perform extensive reversals and loan adjustments, up to and including reviewing original loan documents, performing loan amortizations, redisclosing terms, and investigating credit bureau reporting. * Participate in testing and validations for system updates, upgrades, and new product deployment. * Monitor and service active accounts protected by the Servicemembers Civil Relief Act to ensure continued compliance.
• Offers or negotiates terms of residential mortgage loan.
• Responsible for follow up communication with members, dealers, financial institutions, title companies, vendor/partners, and motor vehicle departments for problem resolution, pending titles, lien status and research items.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the position. Must pass all regulatory and compliance courses and apply knowledge to daily tasks.
• Identify and propose efficiency improvements, with a digital innovation focus, to enhance the effectiveness of servicing operations.
• Identify, implement, and submit procedural updates for approval. Identify and resolve issues that arise outside of the normal course of business.
• Foster team teamwork and positive communication. Share knowledge and best practices and collaboration with team to ensure supportive and cooperative work environment. Foster open and honest communication, give and encourage feedback.
• Organize, prioritize, and perform multiple tasks simultaneously while being detailed oriented.
• Create and analyze reports necessary to ensure department work is completed according to required timelines, procedures, and regulations. Perform necessary research and actions based on report findings, notifying management of status, any issues, and proposed resolutions.
• Foster a collaborative environment by actively engaging with colleagues to share best practices and ideas. Support training entry level employees.
• Promote a positive, engaging, and inclusive work environment and inspire others through words and actions; ensure positive employee morale throughout Golden 1, by embracing our mission, vision, and core values.
• Provide additional support throughout the department and perform other tasks and duties as needed.

QUALIFICIATIONS AND PREFERENCES:

• H.S. Diploma or General Education Degree (GED) and / or equivalent work experience required
• 2+ years at a financial institution performing customer service, engaging with members and 3rd parties via email and phone, payoff processing, loan maintenance and research required
• Ancillary loan product servicing required
• DMV paperwork preparation required
• Vehicle and real estate title servicing preferred
• Nationwide Mortgage Licensing System (NMLS) may be required.

WHY JOIN US: Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS: The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.