Job Description

Job Summary:

The Loan Phone Servicing Rep assists our members with the consumer loan servicing requests they have pertaining to Wings' consumer lending products and services, as well as provide support and back up to other areas of the loan phone department.

Essential Functions:

• Answering incoming member phone calls, addressing inquiries, resolving issues pertaining to all consumer loans, responding to emails, and delivering a best-in-class member experience.
• Following security protocols to protect and ensure member and data privacy
• Providing assistance to members with loan questions and account maintenance requests
• Processing payments accurately and assisting with loan payment questions
• Providing, drafting and processing loan payoffs for all consumer lending products, including home equity loans
• Processing and researching loan account inquiries and transactional history to provide a resolution in a timely manner
• Processing payment change requests for existing consumer loans
• Processing account maintenance and modifications
• Assisting members with questions regarding GAP, warranty, payment protection, titles and insurance.
• Providing members with the status of the loan application and routing them to the appropriate lender to assist with the loan request
• Strong understanding of Wings consumer loan products and services to effectively communicate with members and answer their questions
• Returning follow up calls in a timely manner.
• Weekly rotating daily tasks; servicing emails, consumer insurance inbox, loans inbox, message center, payoff letters, and deferrals; must be completed each day in a timely manner.
• Outbound calling to insurance companies to gather declaration pages for new loan applications.
• Drafting lien releases to members when needed.
• Providing assistance to team members and maintaining a positive work environment.

Qualifications:

• High School or equivalent education required
• Experience or background in financial institution preferred
• Previous telephone or call center experience preferred
• Excellent verbal and written communication skills
• Strong problem-solving skills
• Attention to detail
• Ability to multi-task and work in a fast-paced environment
• Bondable

Pay Range: $20-$24/hr plus 5% annual target bonus. The estimated hiring range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

BENEFITS:

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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