Loan Support Specialist in Winston Salem, North Carolina at Allegacy Federal Credit Union

Role Accountability

At Allegacy, there’s a common thread that runs through all of us. It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. This position supports the Loan Support Team. The Loan Support Specialist is responsible for ensuring all loan servicing tasks are completed accurately and align with policy and procedures to protect our members and credit union. The Loan Support Specialist will assist in seeking operational efficiencies through evaluation of our processes, systems and services to meet current and future needs of the organization.

Nature and Scope

This position requires knowledge of processes/policies as related to loan payments, insurance and GAP claims, titles, Equity Satisfactions, and credit disputes. The Loan Support Specialist will work closely with other team members to ensure that all daily responsibilities are completed accurately and within service level agreements. The specialist will provide credit union support for many “back office” related tasks and provide the appropriate level of documentation. The incumbent must participate in and fully support Allegacy's sales and service culture while protecting the credit union’s assets. Ensure that members’ needs are met by providing good internal and external service.

Specific Accountabilities

• Deliver exceptional member service to every member, every time by ensuring employees deliver consistently high quality service to both internal and external member that is in alignment with our Brand Culture.
• Meet or exceed established service goals
• Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors.
• Member loan related maintenance and reporting
• GAP Claim Processing
• Credit Bureau Disputes & Updates
• Initiating TruStage claims on members behalf
• Importing/Indexing Supporting documents
• Lien Recording on Titles
• Title Releases
• Title Follow Ups
• Total Loss Requests
• Forced Placed Flood Insurance Tracking/Billing
• SCRA Processing
• Equity Payoff Quote Requests
• Equity Satisfactions/Paid in Full requests
• Equity Credit References
• Answering Internal calls to Support Front Line and Contact Center Staff
• Commercial Loan Insurance Tracking
• Processing Equity Payoffs
• Misc Report Processing
• Skip Pay Processing
• Escalated loan research

Knowledge, Skills and Abilities

• Excellent analytical and problem solving skills
• Ability to conduct business in a professional manner, exercising personal discretion and independent judgment
• Ability to work overtime, as needed
• Willingness to learn new skills and take on additional responsibilities
• Ability to multi task
• Detail Oriented
• Strong organizational and communication skills are required.
• Ability to work in a team environment with all levels of management, employees and members
• Know all aspects of DNA Core System.
• Understands the basic concept of TruStage Insurance

Education and Experience

• 1 to 2 years of related job experience with specific training and knowledge associated with credit union deposit account concepts, loan payment processing, procedures and documentation is preferred.
• Proficient knowledge of Microsoft products, Word and Excel