Lending Service Representative

Connexus Credit Union - Who We Are:

Serving members across all 50 states, Connexus Credit Union is a member-focused cooperative that is proud to return profits to member-owners through high yields for checking accounts and deposit products, as well as competitive rates on our loans. We are a remote first employer with the majority of our employees residing in the upper Midwest.

As an employer we foster collaboration and high performance to achieve excellence. We holistically care for and develop our employees to thrive personally and professionally. We are proud to share our success with our employees and those we serve.

Connexus offers an Amazing Benefits package:

• 20 days of paid time off and 8 paid holidays

• 16 hours of paid Volunteer Time Off

• 401K Retirement with up to 6% employer match

• Excellent Health, Dental, Vision insurance, including multiple plan options

• Health Savings Account with generous employer contributions

• Employer paid Life insurance, Short-Term and Long-Term Disability

• Tuition Reimbursement from $4,000 - $7,000 per calendar year

• Robust Learning and Development program that includes an annual professional development stipend

About the Role:

The Lending Services Representative, reporting to the Title Operations Manager will handle outbound and inbound communications with members and third parties through calls, texts, emails and the online banking platform to address title-related inquiries, and ensure exceptional service and timely resolution. They will serve as a subject matter expert for Member Contact Center and Lending Operations support for title processing transactions.

Responsibilities:

• Engage directly with members via incoming calls, texts, email and online banking regarding loan related inquiries. Provides exceptional customer service in all interactions, while meeting department service levels.

• Conduct outbound calls to members, vendors, titling agencies, and recording jurisdictions to resolve outstanding tasks.

• Complete transaction maintenance requests to include calculating accrued interest, posting loan adjustments, and reversing fees.

• Serve as a resource on regulations across various states, assisting the team in accurately handling the complexity of multi-state lending.

• For each department listed, effectively assess, process, and resolve consumer loan servicing inquiries related to, but not exclusive of:

  • Title Processing: process, perfect, and release all credit union security interests related to vehicle, recreational, and marine titles and UCC filings; loan documents, state to state title transfers, various title related questions and exceptions, various state specific title and lien forms, loan assignments, vendor partner and third-party payoff and title requests and resolutions, appropriate follow up as necessary, and loan document retention.

• Respond to internal stakeholders with inquiries and requests related to loan servicing and complete adequate follow-up as necessary.

• Effectively and independently present solutions for service-related resolutions.

• Responsible for ensuring credit union lending operations perform in accordance with established policies, procedures, state and federal regulatory, and legal requirements.

• Effectively utilize forms and processes required by each state and develop a knowledge base and proficiency to better serve members across the country.

• Perform all duties and responsibilities within individualized and department goals and procedures to achieve desired performance, quality control, and operational excellence.

• Identify and report procedures and processes improvement ideas to your manager.

• Assist the department with loan processing related functions to support the department goals and objectives.

• Comply with all Federal Regulations as they pertain to your job duties, including TRID, ECOA, HMDA, ATR, fair lending laws, and BSA.

Position Requirements:

• This position is Remote.

• High school diploma or equivalent is Required.

• 2+ years of customer service experience is Required.

• 1+ year of experience in lending, loan processing, or a financial institution is Required.

Connexus Credit Union's Employer Recognitions:

• 2024 Best in Class Employer, Gallagher

• 2025 Best Place to Work in IT, Computer World

Equal Opportunity Employer/Disabled/Veterans/41 CFR 60-1.4, 41 CFR 60-1.35