Loan Servicing Team Member I

First Tech Federal Credit Union; Marlborough (MA); On-site; USD 42,000 - 50,000; Full time

Benefits offered by this job

Medical coverage

401(k) match

Paid Time Off

Paid federal holidays

Special employee pricing on lending

Job summary

First Tech Federal Credit Union is seeking a Loan Servicing Team Member to support the Loan Services Department by answering member questions and processing loan-related tasks. You will participate in program training and provide phone coverage to assist Information Center, branches, and other departments.

The role emphasizes accuracy, adherence to service levels, and professionalism while contributing to department goals and DCU’s principles of Put People First and Do the Right Thing.

Qualifications

• 6+ months of experience in a financial institution.
• Customer service experience, preferably handling member inquiries.
• Strong data entry and PC skills.
• Ability to work in a high-volume processing environment with service level expectations.

Responsibilities

• Learn and understand listed loan service programs and processes.
• Provide phone coverage for the Loan Services Department to assist members and staff.
• Cross train on Loan Services processes to support department goals.
• Process work within service level, including emails, mail, and various letters and requests.
• Maintain professionalism and adherence to policies and regulations.

Skills

Customer service

Data entry

High-volume processing

Phone coverage

Tools

XP

iQQ

LoansPQ

Pega

Avaya Phone System

Job description

Description

The Loan Servicing Team Member processes work pertaining to the Loan Services Department and assists members and front-line staff with questions pertaining to those processes. Assists 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.

Here's what you can expect from the job and what you need to be successful:

What You'll Do:

• Learn and understand the following programs: XP, iQQ, LoansPQ, Pega, Avaya Phone System


• 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 Servicing Mail
  
  
  • Service Requests: Loan Payment Correction, Amend a Note (Rate and Date), Electronic Services and Operations Department Corrections, Late Fee/Finance Charge Refunds, Amortization Schedule, Paid Loan Letter, Payoff Letter, Interest Calculations, Letter of Guarantee. (all Loan Services Letters)
  
  
  • Fax Forms: Skip a Payment, Closing Loans, Adding and Removing Overdraft Protection.
  
  
  • Reports: Auto Loan Investor, Loans Past Maturity, Life Insurance Over Age 66, Debt Protection Over Age 66, Loans Held by Shares/Certificated.
  
  
  • Third party auto loan payoff checks
  
  
  • Third Party Lien Releases.
  
  
  
  


• Complete training courses within established guidelines


• Actively contributes to DCU's Success Sharing initiatives and practices DCU's principles ofPeople 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


• Perform 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.

Essential Skills:

• 6+ months of experience in a financial institution (credit union, bank, mortgage company, auto lender, etc.)


• Customer service experience, preferably handling member/client inquiries


• Strong data entry and PC skills


• Ability to work in a high-volume processing environment with service level expectations

Location:

Hillsboro Corporate Office | Hillsboro OR 97124 OR Marlborough Corporate Office | Marlborough, MA

Target Compensation:

$20.00 to $24.28 / hr + annual bonus

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.

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.