Loan Phone Servicing Representative

Ent Credit Union

Apple Valley (MN)

On-site

USD 63,039,000 - 74,501,000

Full time

4 days ago

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Benefits offered by this job

401(k) match

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account

Volunteer Time Off

Paid Vacation

Paid Holidays

Tuition Reimbursement

Paid Parental Leave

Job summary

Ent Credit Union and Wings Credit Union merged in January 2026, expanding resources to support members with consumer loan servicing. The Loan Phone Servicing Representative will handle payment discrepancies, payoff requests, and lien releases, delivering accurate, timely assistance.

The role requires strong member service skills, attention to detail, and the ability to navigate multiple systems; you will support cross-functional teams and contribute to exceptional service.

Qualifications

High School Diploma or GED required.
1+ years in financial services, customer service, or mortgage lending.
1+ years consumer lending experience preferred.
Strong verbal and written communication skills.
Ability to research accounts and resolve inquiries.
Detail oriented with multi-tasking capability.

Responsibilities

Assist members via phone and channels with loan-related inquiries.
Participate in weekly servicing tasks and daily deadlines.
Research accounts and provide accurate resolutions.
Follow up to ensure inquiries are resolved from start to finish.
Maintain knowledge of loan protection products and related regulations.

Skills

Verbal & written comms

Problem solving

Attention to detail

Professional demeanor

Customer relationships

Team collaboration

Initiative

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! To learn more about the merger, click here.

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