Loan Services Research Analyst 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

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