NASA Federal Credit Union is in search of a Consumer Loan Servicing Representative III to assist in delivering exceptional customer service via telephone, mail, and email while assisting members with NASA FCU lending products and services. This position will be responsible for maintaining accurate data in our loan servicing systems for consumer loans as well as acting as a member and branch liaison for all consumer loan transaction-related questions, such as payments/payoffs, communications, protection claims, titles, etc.
Level I
- Answers incoming telephone calls
- Processes Payoff Requests for all Consumer loan types
Level II – All Level I responsibilities and the following:
- Releases titles on paid vehicle loans
- Completes and returns all insurance total loss letters of guarantee
- Responsible for processing internal GAP claims and assists members with external claims
- Researches and submits new life/disability/unemployment credit protection claims
Level III – All level I and II responsibilities and the following:
- Responsible for maintaining loans under the Servicemember’s Civil Relief Act (SCRA)
- Responsible for processing state to state and name change vehicle title requests
- Research and process lien placement with the department of motor vehicle on escalated/defaulted collateral
- Review pending title reports and makes applicable collateral updates to loan documentation or system information
- Process FCON report and uploads all requested documents to third party vehicle title management site
- Review unmatched vehicle title report and adds loans in third party title management site as needed
- Serves as main Credit Union contact for all deceased accounts
- Review all deceased documentation; communicates with attorney/administrator/beneficiaries
- Offset outstanding deceased loans if appropriate to Credit Union guidelines
- File estate claims for outstanding loans
- Disburse share funds to beneficiary/estate
- Assist joint members with ownership changes to deceased membership accounts
- Review lines of credit for adverse action or individual ownership
- Responsible for obtaining IRA beneficiary paperwork and services as a liaison for payouts
- May also be responsible for all or part of the duties of the Consumer Loan Servicing Representative I and II positions
