Senior Lease & Loan Servicing Specialist

Citadel Credit Union; West Goshen (PA); On-site; USD 60,000 - 80,000; Full time

Job summary

Citadel Credit Union is seeking a Senior Loan Service Support Specialist to join our Loan Services team in Pennsylvania. The role focuses on lease servicing, title and lien maintenance, CPI, GAP, warranties, and payoffs, handling escalated servicing matters, and delivering exceptional customer service to members and partners.

You will manage complex servicing tasks, collaborate with dealerships, vendors, and internal teams, and act as a resource for staff while upholding accuracy and attention

Qualifications

• High school diploma or equivalent.
• 2+ years of experience in consumer lending, loan servicing, leasing, financial services, or a related field.
• Advanced consumer loan servicing experience preferred.
• Experience with lease servicing, vehicle titles, insurance servicing, total loss claims, CPI, GAP, warranty refunds, or payoff processing strongly preferred.
• Experience researching and resolving complex account or servicing issues.
• Experience handling escalated customer concerns or complex servicing calls preferred.
• Demonstrated ability to provide a high level of internal and external customer service.

Responsibilities

• Serve as a primary resource for lease servicing and lease-related account maintenance.
• Process and maintain lease accounts throughout the servicing lifecycle.
• Review and process lease payoffs and related documentation.
• Assist with lease maturity, end-of-term servicing, account maintenance, and other lease-related requests.
• Research and resolve discrepancies or complex servicing issues related to lease accounts.
• Coordinate with members, dealerships, internal departments, vendors, and third-party partners regarding lease servicing needs.
• Ensure lease documentation and account information are complete, accurate, and properly maintained.
• Provide support and guidance for questions related to lease servicing processes.
• Perform title and lien maintenance for consumer loans and leases.
• Research and resolve missing, incorrect, or incomplete title and lien information.
• Process lien releases and other title-related documentation as appropriate.
• Work with members, dealerships, state agencies, vendors, and internal departments to resolve title issues.
• Maintain accurate account records and documentation of title-related activity.
• Monitor outstanding title-related issues and follow through to completion.
• Handle consumer loan and lease accounts involving total loss claims.
• Work with insurance companies, members, vendors, and internal departments to obtain required information and documentation.
• Review insurance proceeds and account information and coordinate servicing activities necessary to resolve total loss accounts.
• Identify accounts requiring additional GAP, warranty, title, payoff, or other product-related follow-up.
• Research discrepancies and communicate with appropriate parties to facilitate resolution.
• Maintain clear and accurate documentation throughout the total loss process.

Skills

Consumer lending knowledge

Loan servicing

Lease servicing

Research & analysis

Customer service

Problem solving

Communication

Attention to detail

Time management

Collaboration

Education

High school diploma or equivalent

Job description

Citadel Credit Union is seeking a Senior Loan Service Support Specialist to join our Loan Services team in Pennsylvania. The role focuses on lease servicing, title and lien maintenance, CPI, GAP, warranties, and payoffs, handling escalated servicing matters, and delivering exceptional customer service to members and partners.

You will manage complex servicing tasks, collaborate with dealerships, vendors, and internal teams, and act as a resource for staff while upholding accuracy and attention