Loan Phone Servicing Representative

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

Benefits offered by this job

401(k) match

Health Insurance

Vision Insurance

Life Insurance

Disability (Short/Long Term)

Health Savings Account with company

Paid Vacation & Holidays

Tuition Reimbursement

Job summary

Wings Credit Union is seeking a Loan Phone Servicing Representative to support members with consumer loan inquiries relating to legacy Wings lending products. You will also back up other departments in the Loan Phone area and handle a range of tasks from payment processing to payoff letters.

The role emphasizes strong member service, attention to detail, and the ability to navigate multiple systems to deliver timely support and accurate information.

Qualifications

• High School diploma or GED required.
• 1+ years' financial services or mortgage lending experience required.
• 1+ years' consumer lending experience preferred.

Responsibilities

• Assist members via phone queue and other channels with consumer loan inquiries.
• Process payments, payoff requests, payoff letters, and lien-release documentation.
• Maintain knowledge of loan-related protection products and related policies.
• Research member accounts and timelines to provide accurate resolutions.
• Follow up to ensure inquiries are resolved from start to finish.

Skills

Verbal and written communication

Problem solving

Organizational skills

Customer service

Relationship building

Initiative

Education

High School Diploma or GED

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:

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

We anticipate this position to close on 08/17/2026.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

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