Loan Support Specialist (Limited Duration-Remote)

We are excited to invite passionate individuals to join our team, where you will embark on a rewarding career journey filled with growth, support, and the opportunity to make a meaningful impact on our members and the community we serve. Our core values—authenticity, boldness, collaboration, dignity, and empathy—guide everything we do and foster an inclusive culture that prioritizes teamwork and innovation.

Applicants are encouraged to apply by December 31, 2024

Visa sponsorship not available.

Contact us at 800.258.3115 with any questions or request for accommodation.

Location:

• Based in Thurston County, Washington. This position is primarily remote but requires on-site presence on a regular basis.

Status: 

• 2 Limited Duration Positions (Expected to end July 2025). 

Pay Range: 

• The full hourly pay range is $23.14 – $34.71.
• We provide an additional $2.00 per hour bilingual differential for those employees who can support our members’ financial needs effectively in a second language; subject to verification of strong grasp of financial terms utilizing language skillset.

Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer of employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

Job Overview:

Responsible for delivering comprehensive administrative and member support throughout the entire loan life cycle, ensuring seamless service at every stage. Assists credit union departments and members with expert knowledge of loan products, core credit union functions, policies, procedures, and compliance with state and federal regulations. Plays a critical role in the loan life cycle in driving operational efficiency and member satisfaction.

What you’ll do:

• Takes action to address both direct and indirect credit disputes by reviewing and validating data, such as the Metro 2 file, core and collection software to ensure loans are accurately reported. This includes identifying, analyzing, and resolving fatal errors and anomalies within the data to maintain compliance with FCRA and CDIA guidelines.
• Oversees loan modifications, reconstructions, payment reversals, and payment processing with advanced expertise in the core system.
• Communicates clearly and effectively with members and frontline employees, providing transparent explanations and support to maintain smooth loan servicing operations and enhance overall member experience.
• Manages insurance functions, including CPI for consumer and commercial loans, GAP, PPP, Letters of Guarantee, and storage requests. Possesses in-depth knowledge of all insurance products and a strong understanding of each loan’s unique insurance requirements to ensure accurate processing and full compliance with policies and procedures.
• Collaborates with insurance carriers and dealerships throughout the insurance claim process to ensure efficient and accurate claims resolution Handles escalated member situations with professionalism, clear communication, and a focus on mitigating risks to the credit union, ensuring timely and effective solutions while maintaining positive member relationships.
• Manages the charge-off process by preparing loans and shares for transfer to a third-party collection agency, ensuring accuracy and compliance throughout. Builds and maintains a collaborative relationship with the agency, supplying essential documentation to support legal actions and judgment proceedings.
• Oversees the addition of collection-related expenses, such as repossession fees, legal costs, and recoveries from collection agencies, ensuring all charges are applied correctly and do not compromise the integrity of the loan’s structure.
• Handles recoveries and updates ChexSystems records when accounts are paid in full, ensuring accurate reporting and resolution.
• Identifies and resolves systemic core errors to maintain data integrity and ensure smooth operations.
• Manages reporting and general ledger (GL) processes, addressing discrepancies to mitigate potential risks timely.
• Audits enterprise content management systems, including loan terms, to ensure accuracy and maintain documentation integrity, while ensuring compliance with consumer loan documentation standards.
• Regularly reviews daily, weekly, and monthly reports, detecting inaccuracies and implementing corrective actions to ensure the accuracy of member loans and reduce future risk.
• Responds to Loan Support hotline inquiries from frontline staff and members, as well as requests via email, ticketing systems, and instant messages.
• Leverages expert knowledge of the core system and loan products to effectively navigate complex transactions and handle escalated situations, providing accurate, timely, and professional support.
• Handles the processing of payoff checks from insurance companies, dealerships, and title companies, ensuring vehicle titles are accurately released to the appropriate recipients.
• Additionally, processes checks for canceled ancillary products, trustee payments, and Debt Management Plan (DMP) payments with precision and efficiency.
• All other duties as assigned.

Qualifications:

• High school diploma (GED equivalent).

Bonus points if you have: 

• Minimum three (3) years financial institution experience.

What you’ll bring:

• Highly skilled at identifying, troubleshooting, and resolving complex transactions while ensuring accuracy and efficiency.
• Knowledge of, or ability to learn, the credit union’s core and ancillary systems to perform the job, such as Symitar, Loans PQ, and Tenemos systems.
• Knowledge of principles and processes for providing member services; including member needs assessment, meeting service standards and evaluation of member satisfaction.
• Knowledge and skill of a variety of office administration systems, business communications and software programs.
• Knowledge of, or ability to learn federal, state and local laws, statutes, regulations codes and standards related to the area of responsibility.
• Skilled in executing basic mathematics and basic accounting tasks.
• Ability to understand loan products, loan processing procedures, and regulatory requirements.
• Ability to suggest programs and processes to improve efficiencies.
• Keeping current with industry and regulatory changes and trends.
• Ability to handle sensitive member information securely, maintaining strict confidentiality.
• Strong communication and interpersonal skills to effectively assist members with loan inquiries, issues, and information.
• Use sound judgment to resolve member issues or escalate them appropriately to ensure member satisfaction.
• Ability to manage multiple loan files simultaneously and meet deadlines in a fast-paced environment.
• Proficient in inputting and managing data accurately in loan processing software.
• Ability to prepare and review loan documents, ensuring all necessary paperwork is completed and compliant with regulations.
• Ability to analyze loan details, recognize potential risks, and offer solutions to minimize issues during the loan process.

Total Rewards: 

This position is eligible for Full-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Includes an option for Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage. We also offer Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA). Employees also have access to Life and AD&D insurance. Employees are able to enroll in our 401k plan. Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis. Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time (may be prorated based on hire date in the initial calendar year).

All benefits except 401k start the first of the month after 30 days of employment. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment.

TwinStar Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters

If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email [email protected]. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

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