Sr Consumer Loan Ops Rep - Bank

Thrivent; Appleton (WI); On-site; USD 29,000 - 39,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Paid time off

Job summary

Thrivent is seeking an expert in consumer loan processing to provide technical and operational support within the Consumer Loan Operations team in Appleton, WI. The role focuses on complex loan transactions and improvement initiatives, collaborating with leadership to drive efficiencies.

You will train new hires, act as SME for home equity and consumer loan servicing, and interface with internal and external clients while meeting service levels.

Qualifications

• High School or equivalent required.
• Three years banking operations experience with customer service preferred.
• Strong written and verbal communication and customer service skills.
• Excellent problem resolution skills.
• Ability to work accurately both independently and in a team under deadlines.
• Perform system testing and complete test cases in loan origination and core platforms.

Responsibilities

• Create and review consumer loan closing packages for compliance with regulatory and lending policy.
• Handle simple and complex home equity or consumer loan transactions including escrow, max analysis, flood tracking, file maintenance, satisfactions, and subordination requests.
• Review scheduled reports for exceptions, errors, auditing, and maintenance transactions.
• Meet quality and productivity standards in a fast-paced loan production environment.
• Respond to verbal and written inquiries from internal and external clients per procedures.
• Serve as a back-up when management is unavailable, and act as SME for loan processing and servicing functions.
• Assist with training new hires on processes and procedures.
• Identify process improvements and efficiencies within the team.
• Resolve problems with internal and external clients, including escalated customer situations.
• Take on additional projects outside regular tasks and model Thrivent leadership competencies.

Skills

Strong communication

Problem resolution

Customer service

Independence

System testing

Education

High School

Associate or Bachelor’s degree

Tools

Bank operations platform

Job description

With little direct supervision, this position provides expert technical and operational support, training and knowledge for all functions related to the banks consumer loan processing and servicing operations functions and home equity servicing operations. This position will focus on handling complex loan transactions and will be a Subject Matter Expert on system functions and processes within the Consumer Loan Operations team. This role will also work directly with the Consumer Loan Operations Lead and Manager to assist in identifying process improvements and efficiencies within the team. This position will require working in the Operation Center Office in Appleton, WI as needed.

**DUTIES & RESPONSIBILITIES:**

• Create and review consumer loan closing packages to ensure compliance with regulatory andbanklending policy.

• Responsibleto handleallsimple and complexaspects ofhome equityor consumer loan transactions including but not limited to escrow disbursements,annualescrow analysis, floodtracking, file maintenance, satisfactions,andsubordination requests.

• Reviews various scheduled reports, as assigned, for exceptions, errors, auditing, and to perform maintenance transactions.

• Meet quality and productivity standards and perform in a fast-paced loan production environment.

• Accountable for responding to verbal and written inquiries from internal and external clientsin accordance withdepartment procedures.

• Make decisions independently. Serves in a back-up role when the Consumer Loan Operations management team is not available for escalated problem situations.

• Act as subject matter expertand team resourceon consumer loan processing as well as home equity and consumer loan servicing functions.

• Assistwith training new hires and the team on processes and procedures within thedepartment.

• Contribute toidentifyingprocess improvements and efficiencies within the team.

• Resolvesproblems while interacting with both internal and external clients, including escalated customer situations.

• Ability to take on and manageadditionalprojects outside of the regular team tasks.

• Models Thrivent’s leadership competencies – courage, collaboration, and commitment bydemonstratingresiliency, working together to make the best decisions, and holding yourself and others accountable.

• Supports and/or develops an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients.

• Shapes and/or supports a culture thatrepresentsthe Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients.

• This role will require working directly with thebank’sinternal and external clients to accurately manage all requests in a confidential andtimelymanner according to service level agreements and standard operating procedures.

• This role willinterfacewithBankleadership to resolve complex situations as well as provide training and act as a resource for Consumer Loan Ops Reps.

• This role also requires strong partnerships and communication between the Personal Banking Team to ensure we are delivering the best experience for our clients with the onboarding of new consumer loans.

• This role will require working with external vendors that support our processes, which primarily include our loan origination system, core processor and vendor supporting ourlienreleases.

**QUALIFICATIONS & SKILLS:**

_ **Required:** _

• High School/equivalent.

• Three years banking operations experience required with customer service experience preferred

• Strong communication(written and verbal), interpersonal and customer-service skills

• Demonstrate excellent problem resolution skills

• Ability to work accurately, both independently and as part of a team, with interruptions to meet deadlines

• Perform system testingand complete test cases intheloanorigination and core platforms

_ Preferred: _

• Anassociate or bachelor’s degree preferred

• Ability to coordinate multiple tasks simultaneously

• Bankoperations platform experience preferred

Pay Transparency

Thrivent’s long-term growth depends on attracting, rewarding, and retaining people who are committed to helping others thrive with purpose. We accomplish this by offering a wide variety of market competitive compensation programs to attract, reward, and retain top talent. The applicable salary or hourly wage range for this full-time role is $20.79 - $28.12 per hour, which factors in various geographic regions. The base pay actually offered will be determined by a variety of factors including, but not limited to, location, relevant experience, skills, and knowledge, business needs, market demand, and other factors Thrivent deems important.

Thrivent is unique in our commitment to helping people to be wise with money and live balanced and generous lives. That extends to our benefits.

The following benefits may be offered: various bonuses (including, for example, annual or long-term incentives); medical, dental, and vision insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; supplemental protection insurance; 20 days of Paid Time Off each year; Sick and Safe Time; 10 paid company holidays; Volunteer Time Off; paid parental leave; EAP; well-being benefits, and other employee benefits. Eligibility for receipt of these benefits is subject to the applicable plan/policy documents. Thrivent’s plans/policies are subject to change at any time at Thrivent’s discretion.

Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color,sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants. Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email [e-mail] call800-847-4836and request Human Resources.