Loan Phone Servicing Representative

Ent Credit Union; Apple Valley (MN); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Generous 401(k) match

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability insurance

Health Savings Account with company贡献

Paid time off and holidays

Tuition reimbursement

Job summary

Ent Credit Union (merged with Wings Credit Union) is seeking a Loan Phone Servicing Representative. You will assist members with consumer loan inquiries, payments, payoff requests, and lien-release documentation, while supporting multiple servicing areas and maintaining accurate records.

You will handle a variety of loan-related questions, resolve issues promptly, and collaborate with teams to deliver member-centric service. A strong member service mindset is essential.

Qualifications

• High School Diploma or GED is required.
• 1+ years' financial services, customer service, or mortgage lending experience is required.
• 1+ years' consumer lending experience is preferred.

Responsibilities

• Assist members via phone and other channels with consumer loan inquiries, payments, payoff requests, and lien information.
• Participate in weekly servicing tasks including emails and inbox work to complete items daily.
• Research member accounts and resolve issues, documenting outcomes clearly and promptly.
• Follow up to ensure all inquiries are resolved from start to finish.
• Maintain knowledge of loan protection products (GAP, warranty, payment protection).
• Adhere to Bank Secrecy Act policies and Wings procedures.

Skills

Phone support

Dispute resolution

Attention to detail

Multi-tasking

Member relationships

Communication skills

Problem solving

Education

High School Diploma/G.E.D.

Job description

Ent Credit Union and Wings Credit Union joined forces in January 2026. This merger means more opportunities, expanded resources, and a shared commitment to delivering exceptional member service. Together, we become more - empowering members, communities, and teams through a bold, unified future. Both organizations bring a strong legacy of member satisfaction, operational excellence, financial stability, and community impact. Recognized locally and nationally as best-in-class financial institutions and employers of choice, each is known for its commitment to financial well-being and philanthropic leadership. Join us during this transformative time and be part of shaping the future of banking!

Job Description

This role is responsible for supporting members with consumer loan servicing needs related to legacy Wings consumer lending products and services. The position also provides cross-functional assistance and backup support to other areas within the Loan Phone Department. The Loan Phone Servicing Representative assists members through the phone queue and other communication channels, addressing a wide range of loan-related inquiries. Key areas of support include resolving payment discrepancies, processing payments, fulfilling payoff requests, issuing payoff letters, handling total loss scenarios, and providing general title information and lien release documentation. This role requires strong memberservice skills, attention to detail, and the ability to navigate multiple systems to deliver accurate and timely support.

Essential Functions

• Assist members via the phone queue and other communication channels, addressing consumer loan related inquiries such as payment discrepancies, payment processing, payoff requests, payoff letters, total loss situations, general title information, and lien-release documentation.
• Participate in weekly rotation of essential servicing tasks, which may include servicing emails, consumer insurance inbox, loans inbox, message center, payoff letters and deferrals; must be completed each day in a timely manner.
• Take ownership of member concerns by researching consumer loan accounts, reviewing transactional history, and providing accurate resolutions in a timely manner.
• Complete necessary follow-up calls and unsure all member inquiries are fully resolved from start to finish.
• Maintain general working knowledge of loan-related protection products including GAP, warranty products, and payment protection.
• Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

• High School Diploma/G.E.D. required
• 1+ years' combined financial services, customer service, or mortgage lending experience, required
• 1+ years' consumer lending experience preferred

Technical Or Specialized Knowledge/Skills

• Effective verbal and written communication skills
• Strong problem-solving skills
• Organized, detail oriented, flexible and able to multi-task in an ever-changing environment
• Display positive, professional demeanor and work independently with little supervision
• Proven ability to build strong member relationships and deliver member-centric solutions
• Known for building partnerships and working collaboratively with others to meet shared objectives
• Initiative to meet or exceed job standards and willingness to take on other tasks that support the goals of the credit union

Additional Information

Pay Range

$22 to $26 per hour (S11), plus 5% annual target bonus.

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity.

Benefits

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance ProgramPaid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave

We anticipate this position to close on 09/16/2026.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.