Sr Consumer Loan Servicing Specialist

Golden1; Sacramento (CA); On-site; USD 80,231,424 - 85,962,240; Full time

Job summary

Golden 1 Credit Union is seeking an Sr Consumer Loan Servicing Specialist to navigate complex loan servicing and credit bureau processes. You will apply analytical insight to resolve disputes, guide teammates, and ensure accuracy and compliance across the team.

A strong service mindset and collaborative leadership will be essential to delivering consistent, high-quality member support. The role requires 4+ years in financial services, a high school diploma or GED (Associate's degree preferred),

Qualifications

• H.S. Diploma or GED required; an Associate's Degree is preferred.
• At least 4+ years in a financial institution performing customer service and loan servicing.
• Strong analytical and process improvement capabilities in loan servicing.

Responsibilities

• Ensure service excellence for staff, partners, and members in line with Mission, Vision and Core Values.
• Oversee complex requests via queues, emails, and faxes, ensuring timely completion.
• Audit and perform first line quality control on loan products and changes.
• Manage specialty processes including DMV processing, lien transfers, and loan adjustments.
• Handle escalations with members, dealers, financial institutions, and agencies by phone, mail, email, or workflow.
• Foster collaboration, knowledge sharing, and team growth.
• Propose solutions to streamline processes and enhance loan servicing.
• Stay informed on industry trends to support a digital-first approach.
• Support supervisors with meetings, coaching, and career path guidance.
• Maintain knowledge of state and federal laws; complete compliance courses.
• Create and analyze reports to meet timelines and regulatory requirements.
• Support quality control and risk assessments; contribute to a positive team culture.
• Provide training and assist with workflow coordination as needed.

Skills

Customer service

Loan servicing

Analytical skills

Regulatory compliance

Communication

Education

High School Diploma or GED

Associate's Degree preferred

Tools

Credit bureau systems

Loan servicing software

Job description

Overview

Job Title: Sr Consumer Loan Svcng Spclst | Status: Non-exempt | Reports to: Supervisor - Credit Bureau Reporting | Department: Consumer Loan Servicing | Job Code: 1798 | Pay Range: $28.00 - $30.00 Hourly

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

You are a trusted subject matter expert who navigates advanced loan servicing and credit bureau processes with confidence, using strong analytical skills to resolve issues, identify gaps, and strengthen controls. You lead through action, guiding others, sharing knowledge, and stepping in where needed to ensure consistency, accountability, and a high standard of execution across the team. You will care, serve and deliver for the team, leaders, and members.

Responsibilities

• Responsible for ensuring service excellence to all credit union staff, external business partners, and members of the Golden 1 Credit Union by continually reinforcing our Mission, Vision, and Core Values.
• Oversee and process complex requests submitted through the Consumer Loan Servicing queues, email inboxes and faxes, ensuring requests are completed within established timeframes.
• Key tasks include auditing and first line quality control on loan products and changes made by the team.
• Oversee specialty processes which may include, DMV processing, vehicle title perfection, equity loan lien transfers, loan adjustments, HELOC card portfolio servicing, periodic statement and 1098 tax form reviews, overseeing administration of insurance products, process early payoff and non-payoff ancillary product refunds, monitoring of SCRA/MLA benefits, and investigate and respond to credit dispute and reject discrepancies accordingly
• Responsible for handling escalations related to extensive and complex communication with members, dealers, financial institutions, vendor/partners, and motor vehicle departments for problem resolution for pending titles and research items by phone, mail, email, or workflow request.
• Foster a collaborative environment that encourages knowledge sharing and team growth.
• Propose and implement innovative solutions to streamline processes, increase efficiency, and enhance overall loan servicing experience.
• Stay informed about industry trends and advancements in loan servicing and member support to further support a digital first mentality.
• Support supervisors and managers in bringing engagement to the team through meetings, huddles, and career path support.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the position. Must pass all regulatory and compliance courses and apply knowledge to daily tasks.
• Work, create and analyze reports necessary to ensure work is completed according to required timelines, procedures, and regulations. Perform necessary research and actions based on report findings, notifying management of status, any issues, and proposed resolutions.
• Support quality control and risk assessments
• Support a positive teamwork environment, which encourages team commitment to enterprise and departmental goals.
• Perform training as assigned, procedures, and workflow coordination.
• Provide additional support throughout the department and perform other tasks and duties as needed.

Qualifications

• H.S. Diploma or General Education Degree (GED) and / or equivalent work experience required
• Associate’s Degree preferred
• 4+ years at a financial institution performing customer service and loan servicing required

Why join us

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS: The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.