Senior Loan Services Lead - Lease & Consumer Support

Citadel Credit Union; West Chester (Chester County); On-site; USD 55,000 - 75,000; Full time

Job summary

Citadel Credit Union in West Chester, PA seeks a Senior Loan Service Support Specialist to manage daily consumer loan servicing with a focus on lease-related processes, including lease accounts, title and lien maintenance, payoffs, CPI, GAP, warranties, and total loss activities, while delivering accurate, timely service to members, dealerships, and partners.

This role requires strong problem-solving, organization, and communication, with the ability to research and resolve complex servicing

Qualifications

• High school diploma or equivalent required.
• 2+ years in consumer lending, loan servicing, leasing, or related field.
• Experience with lease servicing, titles, CPI, GAP, total loss, or payoff processing preferred.

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

Loan servicing

Lease servicing

Customer service

Research & problem solving

Attention to detail

Communication skills

Education

High school diploma or equivalent

Job description

Citadel Credit Union in West Chester, PA seeks a Senior Loan Service Support Specialist to manage daily consumer loan servicing with a focus on lease-related processes, including lease accounts, title and lien maintenance, payoffs, CPI, GAP, warranties, and total loss activities, while delivering accurate, timely service to members, dealerships, and partners.

This role requires strong problem-solving, organization, and communication, with the ability to research and resolve complex servicing