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WHITEFISH CREDIT UNION
POSITION DESCRIPTION
Position Title: Loan Service Representative I
Organizational Relationships: Reports to Commercial Loan Servicing Manager
Supervisory Responsibilities: NoneÂ
General Function:Â Receive phone calls and assist members and coworkers with a wide variety of concerns and questions regarding general loan information. Work with all levels of Whitefish Credit Union Employees, Loan Officers, and Senior Management to ensure policies and procedures are met while maintaining quality, efficient, working relationships.
Position Functions:
- Receive phone calls and assist members with miscellaneous member service issues including but not limited to credit card issues, general loan questions, payment application/calculation questions, and insurance questions.Â
- Receive and properly apply loan payments and payoff checks received via mail.Â
- Prepare loan modifications based on member request for consumer and mortgage loans following WCU procedures and policy and coordinate member signing.Â
- Assign new real estate and consumer loan applications to loan officers. Troubleshoot and resolve real estate application issues for members.
- Fund loans by processing journal tickets for all loan types.Â
- Balance various GLs and submit reconciliation reports to the Accounting Department monthly.
- Receive paid off loan documentation and verify reconveyance fees are collected, as required.
- Maintain loan files, accurate records of checked-out loan files, and vault organization.Â
- Process mail. Collect, sort and stamp mail, and deliver to post office by 3:45pm daily. Process inter-branch courier items.Â
- Assist Real Estate Title group by processing weekly reconveyance list by Thursday.
- Serve as back up for the Imaging Specialist.
- Work effectively with third-party insurance tracking company, insurance agents, and members to verify and obtain member insurance policies.
- Complete weekly insurance reports.
- Check in and process all mailed and emailed insurance policies daily.
- Follow up on and process all insurance total loss claims, lay up or exception requests and any member inquiries.Â
- Accurately calculate and apply force placed insurance premium charges and refunds.
- Make action recommendations to supervisor or senior management as appropriate and assist with special projects as needed.
- Communicate effectively with all lending staff to identify needs and evaluate alternative solutions and strategies.
- Report to work on time and as scheduled.
- Perform other duties as assigned.
Position Requirements:
- Valid Montana driver’s license and good driving record, plus the ability to maintain insurability under Whitefish Credit Union’s vehicle insurance policy.
- Ability and willingness to travel to local mail centers and branch locations.
- Ability to communicate effectively in person, in writing and over the phone with all internal and external stakeholders. Courtesy and tact are essential.Â
- Ability and willingness to interact calmly and professionally with people from all backgrounds.
- Ability to multi-task, prioritize and organize day-to-day responsibilities with attention to detail and timeliness.Â
- Ability to follow oral and written instructions.
- Ability to work with others in an effective manner, listen well, share work-related information and be tolerant of others’ work styles.
- Competent with Microsoft Office; ability and willingness to work with a variety of office equipment and software systems.
- Ability to lift up to 15 lbs., with or without accommodation.
- Complete mandatory annual BSA training that includes Red Flag, Identity Theft, OFAC, CTR and SAR reporting and thresholds, as well as the safe keeping of member information, and passes any applicable tests.
- Follow all Whitefish Credit Union, Montana and Federal information privacy guidelines.
- Adhere to all Whitefish Credit Union policies and procedures.
- Protect Member and Whitefish Credit Union confidential information.
Required Education and Experience:
- High school diploma or equivalent.
- Associate or bachelor’s degree in accounting, finance or banking preferred.
- 1-2 years professional experience required, preferably in loan operations or lending environment.
Compensation Package
- Competitive starting wage
- 100% employer-paid health insurance for employee
- FSA (Flex plan) available
- Telehealth available
- 3% employer 401k contribution (no matching requirement)
- 8% employer pension plan contribution (following first year of employment)
- 11 paid federal holidays (Saturday holidays excluded)
- 17 days of PTO annually, accrued monthly
- Life and disability insurance
- Wellness program
- Social Responsibility Policy – 24 hours annually of paid time for non-profit volunteer efforts
- Tuition Reimbursement Program – application-eligible following one year of employment
This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to change and revision at any time. Position functions and requirements are listed as guidelines only and the job is not necessarily limited to these specifications.
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