Consumer Loan Servicing Specialist

OUR LEADERSHIP PHILOSOPHY

At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following:

POSITION SUMMARY

Under the direction of the Director, Consumer Direct Lending, the Consumer Loan Servicing Specialist plays a vital role in protecting the credit union's interests by ensuring proper documentation and securing collateral for consumer vehicle loans. This position requires frequent collaboration and communication with internal departments, external vendors, and members to obtain and verify essential loan documentation. Success in this role depends on the ability to complete tasks with both speed and precision, without compromising quality or compliance.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Manage Full Lifecycle of Consumer Loans: Handles all aspects of servicing consumer loans throughout their lifecycle and post-closure, including processing requests from insurance companies, loan deferments, and title or lien release requests from state agencies.
• Resolve Title Discrepancies: Works the Missing Title Report by communicating with state agencies, financial institutions, dealerships, internal departments and members to obtain and correct title documentation.
• Ensure Timely Member Communication: Sends required documentation to members within regulatory time limits, including Adverse Action Notices, Credit Score Exception Notices, Paid in Full letters, and auxiliary refund letters.
• Process Incoming Mail: Logs and processes all departmental mail, including matching titles from other financial institutions with title application documents from branch staff. Scans and notates member titles received from various states, including electronically held titles.
• Audit Title Documentation: Reviews and audits title documents prior to submission to state agencies. Collaborates with branch staff, dealerships, and financial institutions to resolve inaccuracies.
• Respond to Inquiries: Handles incoming phone calls, emails, and internal events from credit union staff and members, providing prompt and accurate responses.
• Perform Additional Duties: Completes other job-related tasks as assigned to support departmental and organizational goals.
• Attendance: Follows and adheres to the Credit Union's policy regarding attendance and punctuality.

JOB SPECIFICATIONS

• Vehicle Title Documentation Knowledge: Solid understanding of required documentation for titled vehicles, including state-specific requirements and lien processing.
• Attention to Detail: Exceptional accuracy and organizational skills, with the ability to identify and correct discrepancies in documentation.
• Communication Skills: Strong verbal and written communication abilities to effectively interact with members, internal departments, and external partners.
• Technical Proficiency: Familiarity with loan servicing software and proficiency in Microsoft Office applications, particularly Word, Excel, and Outlook.
• Multitasking & Prioritization: Ability to manage multiple tasks simultaneously and prioritize effectively in a fast-paced, deadline-driven environment.
• Analytical Thinking: Strong problem-solving and analytical skills to assess issues, identify root causes, and implement effective solutions.

EDUCATION, TRAINING & EXPERIENCE

• Associate's degree in business, finance or a related field, or equivalent relevant work experience.
• 1-2 years of experience in banking or financial services.
• 2-4 years of experience in auditing or document review preferred.
• Active New Hampshire Notary Public of Commissioner of Deeds required (or ability to obtain within a specified period).
• Demonstrated experience with documentation requirements for securing collateral, particularly for titled vehicles.

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We know life doesn't pause when you're at work - and your benefits shouldn't either. At Lighthouse Credit Union, we offer real support for real life, with perks that help you stay healthy, grow your future, and take care of what matters most.

* Student Loan & Tuition Assistance - Whether you're paying off debt or going back to school, we help lighten the load.

* Employee Loan Discounts - Get access to lower rates on personal loans, just for being part of the team.

* Weekly Paychecks - Because waiting two weeks shouldn't be the norm.

* 401(k) with Employer Match & Profit Sharing - We invest in your future with generous contributions and immediate vesting.

* Lighthouse Leave Program - Paid time off for major life moments, from welcoming a child to caring for a loved one.

* Volunteer Time Off (VTO) - Give back to your community with paid time to serve.

* PTO + Paid Federal Holidays - Rest, recharge, and celebrate without worry.

* Balanced Schedule - All branches close by 5pm and on Sundays - no late nights or unpredictable shifts.

* Comprehensive Medical, Dental & Vision Plans - Coverage that starts quickly and fits your needs.

* HSA/FSA Options - Save pre-tax dollars for everyday health expenses.

* Discounted Pet Insurance - Because furry family members deserve care too.

* Employee Assistance Program (EAP) - Free, confidential support for life's challenges - available 24/7.

* Annual Bonus Program - Celebrate your wins, your teammates' successes, and the Credit Union's growth - together.

* Engagement Groups - Join communities like Pride at Work, Women in Leadership, Book Club, and more.

* Ongoing Training & Career Growth - We invest in your development from day one.

* Annual Summit & Team Outings - Celebrate wins and connect with coworkers across the organization.

LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER