Loan Research Team Member I

First Tech Federal Credit Union; Marlborough (MA); On-site; USD 31,000 - 35,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) match

Paid time off: 15 days, 40 hours sick,

3 personal days

Paid federal holidays

Job summary

First Tech Federal Credit Union seeks a motivated Loan Services Associate to support the Loan Services Department by processing and answering member queries, crossing trains on department processes, and assisting in achieving performance goals. The role requires handling emails, research requests, and various forms while maintaining a high level of accuracy and member focus.

The position emphasizes reliability, attention to detail, and the ability to work within established service levels and

Qualifications

• Six months to one year related experience, financial institutions preferred.
• Prior customer service experience.
• Basic PC skills.

Responsibilities

• Learn and understand the following programs: Cathedral, e-OSCAR, Innovis, ePort, Equifax Inquiry Removal, Securian, CenterPoint, iQQ, LoansPQ, Pega and XP.
• Provide phone coverage for the Loan Services Department to assist the Information Center, Branches, various departments, and members.
• Have a comprehensive and working knowledge of the Balance Transfer Program.
• Process the following work within service level: Pega Emails.
• Loan Research Mail.
• Service Requests: Electronic Payment and Card Services Corrections, Loan Payment Corrections (Visa).
• Fax Forms: Adding and Removing Authorized User(s), Visa Switch.
• Reports: SRD Validation, SRD Limit Up, SCRA Late Fees, Open Visas with Revoked Limits, Authorized User Audit, Overdraft Protection.
• Solar Loan Servicing.
• Gap Claims.
• SCRA requests and audit reports.
• Disputes: Generic Credit Disputes, e-OSCAR, Request to Remove Credit Inquiries Report and Direct Disputes.
• Complete training courses within established guidelines.
• Actively contributes to DCU's Success Sharing initiatives and practices DCU's principles of People Come First; Do the Right Thing; Make a Difference.
• Maintains a high level of professionalism and respect during interactions with both members and colleagues alike.
• Maintains a working knowledge of and adheres to DCU policies and procedures related to the position as well as all applicable regulations.
• Performs work functions with attention to detail, within established timeframes and follows through as needed to complete tasks.
• Meets or exceeds performance goals, including but not limited to, service level achievement, timeliness of tasks, quality of work, service quality and others as assigned.
• Perform other job-related duties as assigned.

Skills

Customer service

Communication

Job description

Description

Process work pertaining to the Loan Services Department job responsibilities and assist members and front-line staff with questions pertaining to those processes. Assist the Loan Services Department with achieving key performance goals and service level standards. Cross train on a variety of the Loan Services Department processes to further support the overall goals of the department and DCU.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Learn and understand the following programs: Cathedral, e-OSCAR, Innovis, ePort, Equifax Inquiry Removal, Securian, CenterPoint, iQQ, LoansPQ, Pega and XP.


• Provide phone coverage for the Loan Services Department to assist the Information Center, Branches, various departments, and members


• Have a comprehensive and working knowledge of the Balance Transfer Program


• Process the following work within service level:
  
  
  
  • Pega Emails
  
  
  • Loan Research Mail
  
  
  • Service Requests: Electronic Payment and Card Services Corrections, Loan Payment Corrections (Visa).
  
  
  • Fax Forms: Adding and Removing Authorized User(s), Visa Switch
  
  
  • Reports: SRD Validation, SRD Limit Up, SCRA Late Fees, Open Visas with Revoked Limits, Authorized User Audit, Overdraft Protection.
  
  
  • Solar Loan Servicing
  
  
  • Gap Claims
  
  
  • SCRA requests and audit reports
  
  
  
  


• Disputes: Generic Credit Disputes, e-OSCAR, Request to Remove Credit Inquiries Report and Direct Disputes.


• Complete training courses within established guidelines


• Actively contributes to DCU's Success Sharing initiatives and practices DCU's principles of People Come First; Do the Right Thing; Make a Difference


• Maintains a high level of professionalism and respect during interactions with both members and colleagues alike


• Maintains a working knowledge of and adheres to DCU policies and procedures related to the position as well as all applicable regulations


• Performs work functions with attention to detail, within established timeframes and follows through as needed to complete tasks


• Meets or exceeds performance goals, including but not limited to, service level achievement, timeliness of tasks, quality of work, service quality and others as assigned


• Perform other job-related duties as assigned.

Job Competencies

• Ensures Accountability


• Plans and Aligns


• Drives Results


• Manages Complexity


• Member Focus


• Decision Quality (Data Driven Decision Making)


• Interpersonal Savvy


• Values Differences


• Collaborates


• Instills Trust


• Self-Development


• Situational Adaptability

Education and Experience Requirements

• Six months to one year related experience, financial institutions preferred


• Prior customer service experience


• Basic PC skills

• Location: Marlborough, MA


• Target Compensation: $22.60 - $25.65 per hour


• Schedule: Monday through Friday 8a-5p (40 hrs)

#INDHI

Who We Are

Every great journey begins with a bold idea-and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.

What makes First Tech different

Every great journey begins with a bold idea-and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.

Employees are eligible for

• Traditional medical, dental, and vision coverage


• Generous 401(k) match


• Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually


• Paid federal holidays


• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)

Employment Statements

First Tech is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to [e-mail] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

First Tech is not currently offering Visa transfer/sponsorship for this position.