Consumer Lending Operations Specialist

Consumer Lending Operations Specialist

Job Summary

The Consumer Lending Operations Specialist serves as a subject matter expert for Consumer Lending post-funding actions and operational functions and provides departmental support throughout Consumer Lending while delivering quality results. This role performs complex loan modifications and loan corrections and provides effective and accurate solutions for existing loan issues.  The Consumer Lending Operations Specialist provides expert guidance to the Lending team to address application issues, loan errors, or other technical issues and gives proper guidance for resolution.

This role maintains exceptional quality standards using extensive research and analysis of loans and loan history, computes complex loan calculations, and performs auditing functions to ensure high levels of quality control and reporting. The Consumer Lending Operations Specialist collaborates with internal departments and vendors of the Credit Union, ensuring supporting documentation and records are accurately prepared according to UFCU policies, standards, and all legal requirements.

The Consumer Lending Operations Specialist reports to the Manager – Consumer Lending Operations.

About UFCU

As Austin’s largest locally owned financial institution, University Federal Credit Union is owned by, dedicated to, and always working for our Members.  Our mission at UFCU is simple: to provide for the well-being of our Members. We are proud to focus on people — not profits. We deliver fair and honest products and outstanding service, and we work collaboratively within our organization as well as our community to help Members achieve their personal and financial goals. 

Consistently receiving awards as the Top Credit Union, Top Mortgage Company, Best Places for Working Parents, Austin’s Healthiest Employer, and Gallup’s Top Engaged Workplace, UFCU is proud of its people-first culture. We value our employees as much as we value our Members.  We offer an environment where people care about each other – like family.  If you want to love what you do, make an impact in your community, and have the power to help people change their lives, we’re glad you’re here.

Essential Functions

Consumer Lending Operations

• Perform operational functions involving payment corrections, including loan modifications, loan corrections, returned ACH and/or NSF payments, and full loan recasts.
• Handle Ancillary Product support for claim document requests, cancellations processing, and refunds.
• Perform clearing of Vehicle Buyer’s Checks (VBC) and Electronic VBCs.
• Monitor and take necessary action on reports from the lending system or other business units.
• Perform quality control auditing, tracking, error resolution, and reporting for consumer loans and on all lending lien perfection documents.
• Obtain payoffs for external loans and print, assemble, and mail checks to external parties while ensuring the check stock is loaded, unloaded and properly secured.
• Provide accurate required disclosures, loan, and transaction documents to Members.
• Assist with and resolve online account opening issues for Members.
• Process Letters of Guarantee and supplemental requests through insurance companies.
• Place stop payments on lost cashier’s checks and issue replacements.
• Actively communicate with Loan Officers to ensure quick loan finalization.
• Follow up with key individuals within one business day to resolve problems and respond to inquiries; provide updates and/or correct audit errors within allotted time.
• Apply a commitment to excellent Member service and strong interpersonal skills to build and maintain positive relationships with team members, internal partners, and various vendors.
• Assist Lending Member Services by handling incoming and outgoing calls and Member requests efficiently and within stated Service Level Agreement (SLA) timeframe while displaying professional telephone etiquette.
• Monitor levels and order office supplies.

Other

• Adhere to all company policies, procedures, and business ethics codes.
• Complete required regulatory training as assigned.
• Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.

Knowledge/Skills/Abilities

Knowledge

• Strong knowledge of consumer lending products, regulations, services, and processes.
• Comprehensive understanding of financial calculations including re-amortization of loans and interest calculations.
• Proficient in Microsoft Office Suite.

Skills

• Advanced teamwork and interpersonal skills including active listening, and demonstrated ability to treat others with respect.
• Strong analytical and problem-solving skills, particularly regarding complex financial information.
• Strong organization skills with excellent attention to detail and accuracy.
• Strong verbal and written communication skills.

Abilities

• Advanced ability to interpret and analyze data, and pull and review reports and full transactional history.
• Strong ability to demonstrate professional, clear, and effective spoken and written communication with members, potential members, business partners and staff; consistently exhibiting tact and diplomacy.
• Ability to consistently meet or exceed goals.
• Ability to effectively prioritize and excel in a high-volume environment with great attention to detail and organizational skills.
• Ability to work both effectively as a team and independently to accomplish objectives.
• Ability to adapt to changing circumstances and perform new responsibilities with flexibility.
• Ability to proactively identify and take on new responsibilities.
• Ability to effectively manage time and resources.
• Ability to exercise sound judgment and act responsibly in the member’s and the Credit Union’s best interests.
• Ability to take ownership of work.
• Ability to present ideas and thoughts clearly, concisely, persuasively, and with confidence.

Competencies

• Adaptability
• Building Member Loyalty
• Building Partnerships
• Communication
• Emotional Intelligence
• Focus on Results
• Influence

Experience

Minimum Qualifications

• High school diploma or equivalent
• Minimum of three (3) years of experience in consumer lending origination, processing, or servicing
• Minimum of two (2) years of effectively using multiple computer programs simultaneously
• Experience analyzing complex financial information
• Experience with accounting, credit, and lending principles
• Experience utilizing loan origination software
• Familiarity with posting funds and performing transactions from general ledgers
• Must be bondable

Preferred Qualifications

• Bachelor’s degree in business, finance or related field
• Experience with Symitar (Episys), Crystal Reports, or other SQL query software
• Experience with handling lending ancillary products, lien paperwork and requirements
• Experience with credit union products and services, policies, procedures, laws, and regulations beyond those in Consumer Lending
• Bilingual in English and Spanish
• Credit Union or financial industry experience

Physical Demands

The physical demands described are representative of those an employee must meet, with or without accommodation, in order to perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Frequent

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
• Extensive use of the telephone and virtual communications platforms to communicate information, requiring accurate perception of speech and clear speaking abilities.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. 

• This position requires frequently working onsite at UFCU Plaza in Austin, Texas.
• This position may involve periodic stressful conditions.
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
• Frequent computer use at a workstation of up to two hours at a time.
• The noise level in the work environment is usually loud.