Loan Support Specialist

The primary purpose of this position is to provide excellent member service to employees of the credit union, current and potential Credit Union members. This is accomplished by providing loan support and information to the credit union staff and members by responding to inquiries over the phone and email; assisting with the loan application process and proper procedures regarding consumer loans, vehicle titling and performing other duties as requested.

Responsibilities Include:

Assisting credit union employees and members with questions related to loan servicing/maintenance, polices, procedures and research. This is accomplished by:

• Serving as a liaison between the Consumer Loan Department and Member Service staff, providing loan information and guidance on proper loan procedures and loan maintenance to serve our members efficiently.
• Assisting with training and procedures on new or changing loan products and systems, providing one-on-one assistance on demand for member service staff assisting member loan requests.
• Assisting member service staff with identification of additional loan and cross selling opportunities when needed.

 Assisting other employee’s within the Consumer Lending Department. This is accomplished by:

• Providing backup for the CPI Specialist with GAP Claims, CPI inquiries and Car Repairs as needed.
• Providing backup for the Title Specialist with titling information, questions/issues and maintenance/servicing of vehicle loans.

Responds to members’ requests, problems and concerns and/or directs them to the appropriate person for assistance. This is accomplished by:

• Answering member inquiries when contacted by a credit union employee.
• Researching and solving routine member questions, problems, complaints, and directing the individual to the appropriate department.

Actively participates in lending projects to assist the Consumer Lending Department and staff with understanding of new systems, products, policies and procedures as well as identify potential for process improvement. This is accomplished by:

• Attending project meeting, testing various systems and communicating with various departments for better understanding of processes, policies and procedures related to lending.
• Identifying areas and processes which need improvement and making recommendations.

Ability to navigate and explain various systems to assist staff with questions and issues to include:

• Salesforce
• Symitar
• Synergy
• IQQ/Allied
• CenterPoint
• Meridian Link
• FDI Title Management
• NADA/KBB
• Carfax
• Other duties as assigned

Required Qualifications:

• Required Knowledge: Strong knowledge of general credit union operational procedures to include but not limited to: loan processes and procedures, member services, member accounts and e-branch/e-statements.
• Required Education:  Education up to the equivalent of a four-year high school education.
• Required Experience: Previous member service or loan experience.  1 year experience in a financial institution environment with at least 6 months experience in loans or equivalent education and/or work experience. 
• Preferred Experience:  Working knowledge of Department of Motor Vehicles documents, processes, and procedures. Working knowledge of GAP Claim, and CPI processes. Efficiencies in Meridian Link administration side.
• Skills/Abilities:  Strong member service skills to include telephone skills, strong data entry skills; ability to operate a PC, well organized, problem-solver, and attentive to detail.

Ability to adhere to BayPort Credit Union’s Core Values:  Integrity, Be Bold, Communication, Diversity, Innovation, It’s On Me, and One Team.

This description is not an all-inclusive list of the responsibilities, skills, working conditions or essential functions of this job. Management reserves the right to modify, add or remove essential functions as business needs warrant.

We are proud to be and EEO/AA employer M/F/D/V. We maintain a drug-free workplace and reserve the right to perform pre-employment substance abuse testing.