Consumer Servicing Specialist

Nwfcu; Herndon, Northern (VA, KY); Hybrid; USD 26,000 - 45,000; Full time

Benefits offered by this job

Medical, dental and vision plans

4 weeks paid vacation

12 paid holidays

24 hours of paid volunteer time

Parental leave

Disability and life insurance

401(k) with company match

Job summary

Northwest Federal Credit Union in Herndon, VA is seeking a Consumer Servicing Specialist to manage auto loan titles (lien recordation/releases) and insurance for both funded portfolios. You’ll handle payoff processing, member requests, and reconcile discrepancies while staying compliant with BSA and credit union policies.

The role requires at least 1 year of consumer loan experience and strong MS Office skills, with a focus on accuracy and confidentiality.

Qualifications

• High school diploma or equivalent.
• Minimum 1 year of consumer loan experience to include auto loans at a financial institution; experience in a dealership or call center may substitute.
• Knowledge of credit union operations, policies and procedures, and credit union account structure preferred.
• Understanding of DMV titling process preferred.
• Ability to work independently with minimal supervision.
• Attention to detail and discretion are essential.
• Advanced MS Office knowledge required.

Responsibilities

• Manage titles, lien recordation and releases for auto loans in direct and indirect portfolios.
• Manage insurance policies for auto loan portfolios.
• Process auto loan payoffs and handle member requests on titles and insurance.
• Research and resolve account discrepancies and internal/external requests.
• Provide prompt quality member service via multiple channels.
• Adhere to NWFCU policies, procedures and BSA regulations.
• Perform other assigned duties.

Skills

Oral & written communication

Attention to detail

Work independently

Team collaboration

Confidentiality

MS Office proficiency

Education

High school diploma or equivalent

Tools

MS Office

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 addition, 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
• Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)
• Perform other duties as assigned

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.

• 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
• 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].