Loan Servicing Agent- Titles

PURPOSE: Provide exemplary service at all touch points consistently exhibiting CDC FCU’s Core Values, and remembering – Members First. Support the Lending functions of CDC FCU by assisting lenders, borrowers and other associates with processing loans, perfecting collateral, documentation, servicing, supporting Collections and all other loan administration duties. Contribute to the achievement of CDC Federal Credit Union’s Strategic Goals.

ESSENTIAL DUTIES & RESPONSIBILITIES

SERVICE

• Provide exemplary service at all touch points consistently exhibiting CDC FCU’s Core Values, and remembering – Members First.
• Answer phones in the queue during assigned, scheduled hours and days; this is a priority
• Assist associates and members with basic loan research, and skip-a-pay processing
• Immediately acknowledge members and associates
• Answer telephone immediately; return voice mail and email promptly
• Exhibit a cooperative, positive attitude
• Treat others in a courteous and respectful manner
• Actively participate in all retail meetings, sales promotions and rallies
• Follow all service standards established by the credit union
• Perform title research and assist associates and members with answers to questions they do not know
• Notify borrower and perform proper release of collateral liens upon full loan repayment

OPERATIONAL

• Acquire and maintain knowledge of various states’ titling requirements
• Acquire knowledge of all State of Georgia titling documents and procedures
• Ensure the perfection of credit union collateral by securing proper documentation for all vehicles and UCC
• Maintain the ELT account to unsure all titles are perfected
• Review paid off loan report weekly to ensure lien release and title mail outs
• Process CUNA GAP, MRC and CD/CL claims and cancellations
• Process skip-a-pays and loan payments
• Process CRM and 3rd party requests for titles after receiving payoffs
• Work with lenders, dealers, borrowers, and third parties to cure any collateral title issuance and document exceptions
• Apply insurance premium refunds, forced placed insurance and rejected force placed insurance premiums (CPI). Help members who inquire about CPI on their account
• Provide collateral insurance coverage to State National; input coverage
• Assist with total loss, paid in full, and repossessed vehicle titles, to include providing supporting documents and lien releases
• Review third party due diligence documentation including title work
• Document all conversations and actions pertaining to any accounts in CRM
• Audit auto loans post-closing, and retrieve any missing documents
• Handle and maintain scanning of all CDC FCU documents
• Develop and maintain up-to-date procedures and responsibilities of position
• Maintain and safe keep loan documentation, deeds to secure, titles, tag and insurance records for credit union collateral, and place all perfected paper titles in records room

GROWTH & DEVELOPMENT

• Meet with Manager to set goals for career growth
• Work with Manager on special projects as assigned
• Be open to improvement and performance feedback
• Initiate continuous learning and development through internal and external sources
• Cross-train in other job-related responsibilities within the retail area

PROFESSIONAL TEAM EFFORT

• Be a team player; help others
• Partner with other departments to solve member problems
• Exhibit professionalism at all times
• Share knowledge
• Participate in “Because We Care” Program
• Respond to Georgia Credit Union Affiliates “Calls to Action”

MISCELLANEOUS

• Know and adhere to all credit union policies, procedures, security guidelines, and regulatory and policy compliance requirements, i.e., Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, and all other compliance related policies
• Actively participate in all required internal and external training
• Support CDC FCU by using credit union products and services in order to be fully educated and have first-hand knowledge of our offerings
• Promote CDC FCU Membership

EDUCATION/KNOWLEDGE/SKILLS & ABILITIES

• High School diploma; some college preferred
• Excellent communication skills, both written and verbal
• Strong member-service orientation; excellent listening skills – do not interrupt
• Self-motivated and independent; requiring minimal supervision
• Proficient in problem solving; able to make sound logical decisions
• Computer proficiency; ability to learn/adapt to consumer lending technologies and operations
• Detail oriented with strong organizational skills
• Ability and flexibility to respond in a fast paced and changing environment
• Sales experience in a similar capacity, preferably in a financial institution
• Regular and predictable attendance
• Maintain a professional appearance in accordance with CDC FCU’s dress code
• Bondable and have no felony convictions

Physically capable of performing assigned responsibilities; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functionThis position description is intended to describe the general nature and level of work performed. It is not to be construed as an exhaustive list of responsibilities.

Job Type: Full-time

Experience:

• Title: 1 year (Required)
• Credit Union: 1 year (Required)