Loan Servicing Representative

• Perform moderately complex administrative, transactional, operational, and/or customer support functions
• support a variety of loan servicing tasks, which may include reviewing loan origination documents, manual invoices, researching and responding to inquiries, and verifying military relief status
• independently utilize multiple systems and reference Policies & Procedures to determine next steps
• identify opportunities to improve loan servicing process within established procedures and recommend solutions
• provide excellent customer service at all points of contact
• ensure accuracy with all daily work and manage a pipeline of work to ensure service level agreements (SLAs) are met
• receive direction from leadership and escalate questions or issues to more experienced individuals as needed
• use relevant information and independent judgment to ensure compliance with all federal, state, client, and company policies, procedures, and regulations
• provide guidance to less experienced peers
• interact, negotiate, and/or communicate effectively by phone and/or email with customers, impound lots, city courts, other governmental agencies, auto auction vendors, insurers, other third-party vendors, cross-business units, and/or customers
• may review reporting for accuracy and follow up as needed
• react quickly and effectively to written or phone escalations from business partners and customers, ensuring the interests of the company are protected
• regularly adapt to changes in processes and procedures
• may handle inbound and/or outbound calls

2+ years of Loan Servicing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Prior experience within auto financial operations
• financial services industry experience
• experience in the automotive industry
• knowledge and understanding of auto policies and procedures
• prior experience in default operations
• ability to negotiate, influence, collaborate, and facilitate issue resolution with both internal and external parties
• ability to communicate confidentially and professionally with all levels, both within the line of business and with external business partners, utilizing strong telephone etiquette
• customer service experience in a call center environment
• ability to proactively navigate multiple computer systems, applications, and utilize search tools to find information
• experience independently researching moderately complex issues to determine a course of action
• proven analytical skills to identify and resolve problems
• ability to manage a high-volume pipeline of work from assignment to completion
• strong organizational, multi-tasking, time management, and prioritizing skills
• ability to meet deadlines/service level agreements (SLAs), achieve goals, and work under pressure in a dynamic and complex environment
• intermediate Microsoft Office skills
• systems experience including CARs, iTop, iRepo, Auto IMS, ICMP, Workflow or the equivalent
• knowledge and understanding of risk and compliance
• flexibility and the ability to embrace change with enthusiasm
• military experience resolving complex issues via written or verbal communication, including but not limited to: supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers

• Competitive salaries
• generous benefits package
• training opportunities
• hybrid work schedule
• shift pay differential
• equal opportunity employer
• drug-free workplace
• flexibility to adjust hours based on business needs