Loan Servicing Specialist

Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with over $4 billion in assets. With an occupation-based field of membership, Ascend is focused on the expansion and diversification of the select employee groups it serves, which creates greater security for the credit union and its member-owners. Approximately 650 employees serve more than 260,000 members from 28 Middle Tennessee branch locations, Regional Operations Center, Teller Center and Corporate Headquarters. Ascend recognizes that its employees are critical to the credit union’s sustained success and future growth. Our employees are the face of the credit union and their personal successes fuel the success of the team. Through collaboration between employees, management, our membership and our Board, we fuel an engine that propels the credit union forward.

Thank you for your interest in a career with Ascend Federal Credit Union! Being employed by Ascend is vastly different than just holding a job. The credit union prides itself on providing employees rewarding career opportunities, competitive benefits and a unique work culture. The credit union’s commitment to its employees is fostered by its commitment to the member-owners, ensuring dedicated and engaged employees to serve the membership. Ascend’s vision to be the most loved credit union in our market by employees and members alike has earned the credit union distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016-2023) and Training APEX Awards (2015-2024).

Performs a variety of loan servicing functions in connection with consumer loans including processing the final closing and distribution of paid off collateral loans, loan maintenance, title guarantees, ancillary product maintenance, and provides support for retail staff.

#LI-Onsite

• Process all consumer loan maintenance which includes changing due dates, cancelling or adding credit insurance, adding GAP or MRC to a disbursed loan, modifying loan payments, updating credit bureau codes in the core system, re-amortizing loan payments, refunding payment protection, refunding late fees on loans, closing credit cards, closing lines of credit, updating credit insurance codes, modifying VIN information, establishing or modifying automatic transfers, etc.
• Adhere to department quality service standards in call handling, internal reviews, compliance reviews, and member satisfaction responses.
• Assist members with inquiries and provide general information about the credit union and its loan policies by mail, email and telephone.
• Ensure compliance with all governing regulations including Bank Secrecy Act requirements.
• Maintenance and maintain loan accounts that are subject to the Service Member Civil Relief Act.
• Prepare and work special weekly, monthly and quarterly reports, including, but not limited to, GAP, MRC, CUNA Insurance, Paid Loan Report, Loan Pledge Report, Over the Limit Report, etc. as needed.
• Assist Title Specialist by calling dealerships to ensure liens are perfected within the established timeframes.
• Act as a liaison to the Title Specialist for title related questions on collateral vehicles to assist in securing, updating, and releasing liens.
• Process title guaranty requests from insurance companies, following up to assure payoff is received and title is released. Inform members when Insurance company is not paying balance owed on loan.
• Process and mail payoffs to other financial institutions received from all financial centers and consumer lending.
• Utilize critical thinking skills to be able to identify discrepancies, fraud, financial service officer errors and resolve the issues. If you are unable to resolve the issue, provide supervisor with a recommendation for resolution.
• Process CUNA life and disability claims and loan payment posting.
• Responsible for balancing recording fee, GAP, Mechanical Repair Coverage and Credit Life and Disability general ledgers monthly.
• Process incoming mail, post payments, file titles and UCC's with the state. Request and release titles for paid off loans. Update the core system and workflows as needed.
• Scan and index loan documents and titles that produce a clear, readable image, as needed.
• Cross sell credit union services to the membership.
• Respond to staff emails and fax requests.
• Read all internal publications including Source and Possibilities.
• Perform other duties as required or assigned.

Education

• High School Diploma or equivalent experience is required

Work Experience

• 1-3 years of similar or related experience is required

Knowledge, Skills, and Abilities

• One to three years or similar or related experience.
• Interviewing skills and/or previous financial experience desired.
• Must be accurate in all loan transactions and teller transactions, including cash handling.
• Must be an accurate typist.
• Must be able to maintain numerical files and records accurately.
• Excellent verbal communication skills to communicate professionally.
• A high degree of poise and tact to represent the credit union positively in outside contacts.
• Ability to organize and prioritize work with minimum supervision.
• Ability to work on multiple projects with flexibility for changing priorities; the ability to work with constant interruptions.
• Working knowledge of computer programs including Microsoft Word, Microsoft Outlook, Excel and the internet.
• Possession of a valid, unrestricted driver’s license.
• Must have ability to operate or have ability to be trained to operate related office equipment including calculator, coin counter, check and receipt printers, computer terminal (PC), fax machine, photocopier, telephone and typewriter.
• Regular and reliable attendance is required.

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Ascend Federal Credit Union is an Equal Opportunity Employer.