Consumer Loan Servicing Specialist - Compliance and Operations
$31,200–$31,200 year
On-siteGreenwood Village, Colorado, United States
Job Summary
Manage the end-to-end GAP refund process, including direct interaction with insurance agencies, claim submission, and manual refunds when automated systems fail. Oversee exception and accounting discrepancy reporting to ensure timely reconciliation of General Ledger entries and identify trends for process improvements. Support consumer loan servicing functions such as loan maintenance requests, total loss claims, payment protection, check processing, and CORE system operations. Respond to member inquiries via outbound and inbound calls and emails, resolving escalated issues with urgency while adhering to regulatory requirements like SCRA and CFPB. Track individual productivity and team SLAs to maintain high-quality service standards and report vendor performance to senior management.
Required Qualifications
- Minimum 2 years preferably in customer/member service role
- Knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Ability to understand and execute tasks within Service Level Agreements (SLAs)
- Ability to solve problems and analyze with a high degree of accuracy
- Effective time management with the ability to prioritize workload based on department requirements and member needs while working in a fast-paced, deadline-driven environment
- Ability to work independently and within the team while promoting a positive team environment
- Perform basic mathematical computations
- Effectively communicate verbally and in writing
- Comprehend materials and follow instructions
- Exercise good judgment/reasoning and resourcefully solve routine problems
- Organize and handle multiple tasks and prioritize
- Handle confidential/sensitive information
- Exhibit excellent customer service skills
- Strong communication skills, both verbal and written
- Ability to support GAP and ancillary product processes, including interaction with regulatory and insurance agencies
- Skilled in reviewing, responding to, and resolving exception and accounting discrepancy reports
- Be available to work as scheduled and report to work on time
- Be willing to accept supervision and work well with others
- Comply with all organizational policies, the Employee Handbook, Code of Conduct, and required annual training
- Demonstrates compliance with all state, federal and all other regulatory agency requirements
- Ensure strict confidentiality of all records and PII
- Associate degree in related field or equivalent experience
Desired Qualifications
- Associates degree in related field or equivalent experience preferred
- Basic knowledge of Consumer Lending originations or financial industry experience preferred
- Proficient in Microsoft Office (Word, Excel, Outlook) preferred
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