Customer Service Representatives Jobs Near Me in New Mexico

Working at Kirtland CU is more than a job-it's a career, and one in the financial world! We pride ourselves on helping our employees learn, grow, and advance in any direction they choose. We offer a highly competitive salary, great benefits package and an energetic, vibrant work environment.

We are currently seeking a Sr. Consumer Loan Specialist & Consumer Loan Specialist to join Kirtland Credit Union! This is a regular, full-time position based at our Kirtland CU Headquarters in Albuquerque, New Mexico, with the opportunity for a hybrid work schedule following an introductory period and subject to manager approval.

Join the rest of our teammates and become eligible for a generous benefits package that we offer:

Medical, Dental and Vision Insurance

401(k) Retirement savings program

401 (k) employer match

Paid time off with accrual starting from day one.

11 Paid holidays off during the year!

Tuition Reimbursement for College Degrees

Employee Clothing Advance

Fitness Reimbursement Program

Employer paid Life Insurance

Employee Assistance Program

Employer paid Short- and Long-Term Disability Insurance

Travel Assistance Program

This is what we would like you to do:

Responsible for quality control, processing, funding, and servicing of all consumer loan products generated through both the compliance standards of direct and indirect channels. Responsible for following established procedures, policies, and guidelines for quality control. Works closely with loan origination employees to create a seamless loan funding process. Performs post-funding activities and administers collateralized loan title procurement and audit process to ensure KCU’s collateral lien is properly perfected. The Consumer Loan Servicing and Processing Specialist is responsible for assisting members with loan questions, payment protection, GAP, MBI Warranties, collateral protection, credit bureau disputes, total loss processing and all other servicing requests. Apply state and federal regulatory and legal requirements to loan funding and servicing processes. Ensures that areas of responsibility support Kirtland Credit Union’s (KCU) mission, vision, strategic objectives, and service standards. Ensures that services are delivered professionally and efficiently. Supports and provides exceptional internal and external member experience.

Primary Job Duties:

Loan Servicing: Assumes responsibility for servicing consumer loans, assisting members with payoffs, payment and transaction history.

Acts as an Agent in assigned queues and performs extraordinary issues and research disputes.

Provide outcome to members with appropriate documentation.

Process total loss claims, working effectively with insurance companies, members, and the Account Resolutions Department when necessary. Reaching out to members to explain the process, following up for requested documents, keeping members informed of process status and getting deficiency balance work out loan approved.

Update and process force placed insurance (Collateral Protection Insurance (CPI)), adjusting members’ payments and assisting with tracking collateral insurance). Adjust payment buckets on core system as needed.

Manage and process total loss claims.

Research, investigate, and resolve credit bureau disputes using e-OSCAR while ensuring compliance with applicable regulations and maintaining accurate account reporting.

Post loan payoff payments as necessary, ensure system reflects changes and files updated.

Review and process paid loans according to departmental procedures and properly release liens as necessary.

Maintain and follow file retention policy and guidelines when loans are paid in full and closed.

Process and handle payment deferrals, loan adjustment requests and documenting on core systems in loan notes.

Prepare loan payoff statements.

Assumes responsibility for loan documentation accuracy and effectively funds loans in accordance with state and federal laws and regulatory requirements, and KCU lending policies and procedures.

Maintain working knowledge of KCU lending policies, guidelines, and procedures.

Remain up to date with state and federal regulatory requirements through required regulatory training and updates to internal policies and procedures.

Performs quality control review of all loan documents; contacts loan officers and/or member with any needed items. Process loans within applicable software and into core system; funds loans accordingly to ensure accuracy. Review loans and documentation to ensure compliance with federal and state regulatory and legal requirements, KCU lending policy, guidelines, and procedures.

Process and fund indirect loans in a timely manner by effectively communicating with third-party processors and/or dealers to obtain complete loan packets. Maintain tracking to ensure timely follow up with dealers for missing information.

Perform transactions required to facilitate loan funding, processing, closing, and lien perfection.

Work with underwriters to ensure loans are funded within compliance with KCU policies, guidelines, and procedures, as well as state and federal regulatory requirements.

Provide feedback to the originating employee in a manner which will promote collaboration between the departments.

Assumes responsibility for post-funding activities to secure KCU’s lien position on collateralized loans.

Education/Certification:

High School Diploma or equivalent.

Experience for Consumer Loan Specialist:

1-3 years of experience in a financial institution.
At least 1 year of experience in Consumer Lending, Consumer Loan Servicing, or Loan Processing preferred.
Familiarity with consumer lending products and services preferred.

Experience for Sr. Consumer Loan Specialist:

3-5 years of experience in a financial institution.
At least 3 years of experience in Consumer Lending, Consumer Loan Servicing, or Loan Processing.
Experience funding direct and indirect loans, processing title work, and performing compliance and loan quality assurance reviews.
Familiarity with consumer lending products and services.
Moderate proficiency in Microsoft Outlook, Word, and Excel.

Knowledge, skills and abilities:

Strong interpersonal skills and the ability to work well with members, co-workers,

and various departments.

Must have excellent communication skills, be highly organized, and possess multi-tasking abilities.

Contact with members to include routine phone calls, emails, text, or video chats for needed information.

Ability to work with a high degree of efficiency, accuracy, and self-accountability in a fast-paced environment.

Strong in PC proficiency including Word, Excel, Outlook, with the ability to learn new software programs as required. Experience with Symitar and Merdian Link preferred.

Bilingual a plus.

To apply for this exciting opportunity, visit our careers page at www.kirtlandcu.org/careers

Kirtland Credit Union is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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