Loan Research Team Member I, Full-Time, Marlborough, Hybrid, Starting Pay $18.46/hour
Summary/Objective:
Process work pertaining to the Loan Services Department job responsibilities and assist members and front-line staff with questions pertaining to those processes.
Assist the Loan Services Department with achieving key performance goals and service level standards.
Cross train on a variety of the Loan Services Department processes to further support the overall goals of the department and DCU.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Learn and understand the following programs:
Cathedral, e-OSCAR, Innovis, ePort, Equifax Inquiry Removal, Securian, CenterPoint, iQQ, LoansPQ, Pega and XP.
Provide phone coverage for the Loan Services Department to assist the Information Center, Branches, various departments, and members Have a comprehensive and working knowledge of the Balance Transfer Program Process the following work within service level:
Pega Emails Loan Research Mail Service Requests:
Electronic Payment and Card Services Corrections, Loan Payment Corrections (Visa).
Fax Forms:
Adding and Removing Authorized User(s), Visa Switch Reports:
SRD Validation, SRD Limit Up, SCRA Late Fees, Open Visas with Revoked Limits, Authorized User Audit, Overdraft Protection.
Solar Loan Servicing Gap Claims SCRA requests and audit reports Disputes:
Generic Credit Disputes, e-OSCAR, Request to Remove Credit Inquiries Report and Direct Disputes.
Complete training courses within established guidelines Actively contributes to DCU's Success Sharing initiatives and practices DCU's principles of People Come First; Do the Right Thing; Make a Difference Maintains a high level of professionalism and respect during interactions with both members and colleagues alike Maintains a working knowledge of and adheres to DCU policies and procedures related to the position as well as all applicable regulations Performs work functions with attention to detail, within established timeframes and follows through as needed to complete tasks Meets or exceeds performance goals, including but not limited to, service level achievement, timeliness of tasks, quality of work, service quality and others as assigned Perform other job-related duties as assigned.
Other Duties:
Please note this job description is not designed to cover or contain a complete comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time or without notice.
Job Competencies:
Strong written and verbal communication skills Applied learning Dependability Interpersonal skills Member focus Technical/professional knowledge and skills Planning and organization Teamwork Ethical conduct Ability to handle multiple priorities Initiative Education and Experience Requirements:
Six months to one year related experience, financial institutions preferred Prior customer service experience Basic PC skills Additional Eligibility Requirements:
Supervisory Responsibility:
This position has no supervisory responsibilities.
Work Environment:
This job operates in a professional office environment.
The role uses standard office equipment such as computers, phones, photocopier/scanning, filing cabinets, and fax machines.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
This is a largely sedentary role.
While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel, or operate objects, tools, or controls and to reach with hands and arms.
The employee is required to have the ability to life 10 pounds.
Travel:
The Loan Services Department is in the Marlborough Operations Center.
Loan Servicing Team Members may be required to occasionally travel to one of our other DCU locations.
This will be the only required travel for the Loan Servicing Team Members.
Service Excellence:
The DCU Way:
All employees are expected to provide service excellence the DCU Way through teamwork and by providing quality service to internal and external members, incorporating the Guiding Principles of DCU's culture:
People come first Do the right thing Make a difference Bank Secrecy Act (BSA):
All Credit Union employees are required to complete all BSA related training annually and maintain knowledge of current BSA policies, specifically those related to functions performed within the department and identify and report possible suspicious activity.
We are proud to be an Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c) Recommended Skills Attention To Detail Auditing Claim Processing Communication Customer Service Ethics Estimated Salary: $20 to $28 per hour based on qualifications.
Process work pertaining to the Loan Services Department job responsibilities and assist members and front-line staff with questions pertaining to those processes.
Assist the Loan Services Department with achieving key performance goals and service level standards.
Cross train on a variety of the Loan Services Department processes to further support the overall goals of the department and DCU.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Learn and understand the following programs:
Cathedral, e-OSCAR, Innovis, ePort, Equifax Inquiry Removal, Securian, CenterPoint, iQQ, LoansPQ, Pega and XP.
Provide phone coverage for the Loan Services Department to assist the Information Center, Branches, various departments, and members Have a comprehensive and working knowledge of the Balance Transfer Program Process the following work within service level:
Pega Emails Loan Research Mail Service Requests:
Electronic Payment and Card Services Corrections, Loan Payment Corrections (Visa).
Fax Forms:
Adding and Removing Authorized User(s), Visa Switch Reports:
SRD Validation, SRD Limit Up, SCRA Late Fees, Open Visas with Revoked Limits, Authorized User Audit, Overdraft Protection.
Solar Loan Servicing Gap Claims SCRA requests and audit reports Disputes:
Generic Credit Disputes, e-OSCAR, Request to Remove Credit Inquiries Report and Direct Disputes.
Complete training courses within established guidelines Actively contributes to DCU's Success Sharing initiatives and practices DCU's principles of People Come First; Do the Right Thing; Make a Difference Maintains a high level of professionalism and respect during interactions with both members and colleagues alike Maintains a working knowledge of and adheres to DCU policies and procedures related to the position as well as all applicable regulations Performs work functions with attention to detail, within established timeframes and follows through as needed to complete tasks Meets or exceeds performance goals, including but not limited to, service level achievement, timeliness of tasks, quality of work, service quality and others as assigned Perform other job-related duties as assigned.
Other Duties:
Please note this job description is not designed to cover or contain a complete comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time or without notice.
Job Competencies:
Strong written and verbal communication skills Applied learning Dependability Interpersonal skills Member focus Technical/professional knowledge and skills Planning and organization Teamwork Ethical conduct Ability to handle multiple priorities Initiative Education and Experience Requirements:
Six months to one year related experience, financial institutions preferred Prior customer service experience Basic PC skills Additional Eligibility Requirements:
Supervisory Responsibility:
This position has no supervisory responsibilities.
Work Environment:
This job operates in a professional office environment.
The role uses standard office equipment such as computers, phones, photocopier/scanning, filing cabinets, and fax machines.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
This is a largely sedentary role.
While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel, or operate objects, tools, or controls and to reach with hands and arms.
The employee is required to have the ability to life 10 pounds.
Travel:
The Loan Services Department is in the Marlborough Operations Center.
Loan Servicing Team Members may be required to occasionally travel to one of our other DCU locations.
This will be the only required travel for the Loan Servicing Team Members.
Service Excellence:
The DCU Way:
All employees are expected to provide service excellence the DCU Way through teamwork and by providing quality service to internal and external members, incorporating the Guiding Principles of DCU's culture:
People come first Do the right thing Make a difference Bank Secrecy Act (BSA):
All Credit Union employees are required to complete all BSA related training annually and maintain knowledge of current BSA policies, specifically those related to functions performed within the department and identify and report possible suspicious activity.
We are proud to be an Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c) Recommended Skills Attention To Detail Auditing Claim Processing Communication Customer Service Ethics Estimated Salary: $20 to $28 per hour based on qualifications.
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