Consumer Servicing Specialist

Nwfcu; Herndon (VA); On-site; USD 26,000 - 45,000; Full time

Benefits offered by this job

4 weeks paid vacation

12 paid holidays

Company-paid disability and life

Job summary

Northwest Federal Credit Union is hiring a Consumer Servicing Specialist to manage auto loan titles, lien recordations, and insurance policies for the loan portfolio. This role handles payoff processing, member inquiries, and discrepancy resolution, ensuring accuracy and confidentiality.

You will work Monday through Friday, 8:00 am–4:30 pm, in a customer-focused environment with comprehensive benefits and opportunities for professional growth.

Qualifications

• High school diploma or equivalent.
• Minimum 1 year of consumer loan experience, including auto loans, at a financial institution.
• Knowledge of DMV titling process is preferred.
• Strong attention to detail and initiative; ability to work with minimal supervision.
• Effective oral and written communication; ability to collaborate in a team.

Responsibilities

• Manage titles including lien recordation and release for auto loans.
• Oversee insurance policies for auto loan portfolio.
• Process auto loan payoffs and handle member requests regarding titles and insurance.
• Research and resolve account discrepancies and respond to inquiries promptly.
• Adhere to NWFCU policies, BSA regulations, and maintain confidentiality.

Job description

The Consumer Servicing Specialist is responsible for the management of titles to include lien recordation and release for all auto loans to include both the direct and indirect loan portfolios. In additional, this role is responsible for the management of all insurance policies on the same auto loan portfolio.

Responsibilities

• Maintain all incoming title exceptions received from the third-party vendor DealerTrack for all newly funded auto loans
• Maintain all incoming insurance exceptions received from the third-party vendor Allied for all newly funded auto loans
• Process auto loan payoffs
• Handle member requests pertaining to auto titles and insurance
• Research and resolve account discrepancies
• Maintain all incoming internal and external member requests
• Research and resolve problems or discrepancies.
• Provide quality member/customer service promptly through various communication methods
• Perform other duties as assigned
• Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)

Qualifications

• High school diploma or equivalent
• Minimum 1 year of consumer loan experience to include auto loans at a financial institution
• Experience working in a financial institution, dealership or call center may be substituted for consumer loan experience
• Knowledge of credit union operations, policies and procedures, and credit union account structure is preferred
• Understanding of the Department of Motor Vehicles (DMV) titling process is preferred
• Must have the ability to use discretion in your work
• Ability to work independently with minimal direct management supervision
• Demonstrated strong attention to detail and initiative and resourcefulness as a self-starter
• Advanced knowledge of MS Office is required
• Effective oral and written communication skills
• Ability to collaborate and be an effective member of a team
• Ability to maintain confidentiality
• Ability to interact effectively with all levels of the organization and/or with members
• Ability to work M-F, 8:00 am – 4:30 pm

Additional Compensation

Northwest Federal offers a comprehensive and inclusive benefits program, which includes medical, dental and vision plans for you and your family, 4 weeks paid vacation, 12 paid holidays, 24 hours of paid volunteer time, parental leave, company paid disability and life insurance, and a generous 401(k) plan with up to 7% employer match.

Base compensation for this role ranges from $19.15 – $32.53 hourly, depending on experience and qualifications.

EEO Notice

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 [e-mail].