Consumer Loan Servicing Representative II

Job Description

Job Description

Company Summary

MECU is a not-for-profit financial institution committed to helping its members and community by offering high-quality financial products and services.

MECU’s success in empowering our members to improve their financial well-being and live better dates back to 1936. We seek service-oriented professionals that will be champions for our members, treat everyone with respect find ways to assist our members / co-workers and help our community be a better place to live.

WE NEVER COMPROMISE THE MEMBER EXPERIENCE - our goal is to provide the absolute best member experience in all interactions and is the number one factor that we use to differentiate ourselves from our competition.

Position Summary :

Under moderate supervision, performs clerical tasks efficiently to service existing consumer loans including but not limited collateral protection insurance, loan payoffs, scanning and filing loan documents and servicing member's existing loan products. Assists Branches, Call Center, Operations Department, Collection Department and member's directly with loan servicing issues. Conducts research to resolve member issues. Once funded, completes quality control reviews for completeness, accuracy and compliance standards.

Essential Duties and Responsibilities :

Solving Problems

Takes a proactive approach to anticipating and preventing problems. When problems occur, defines those problems, investigates obstacles, gathers relevant information, decides whether solving the problem should be a group decision, generates and analyzes alternate solutions and arrives at a workable solution.

Productivity / Output

Maintains an established standard of work. Masters new tasks and routines. Maintains an established level of personal reliability and punctuality. Meets deadlines and commitments. Keeps work up to date. Meets established goals

Quality of Work

Has established a track record of producing work that is highly accurate, demonstrates attention to detail and reflects well on the organization. Is personally committed to high quality work and encourages others to have similar standards.

Encouraging Member Focus

Consistently conveys that members are the highest priority. Respects member needs and expectations and lets members know if their expectations cannot be met. Refrains from complaining about (or speaking negatively about) member behavior or expectations. Communicates in a manner that promotes and sustains member satisfaction and encourages others to do the same. Achieves these outcomes by ensuring that member needs and deadlines are realistic and that they are met. Publicly recognizes those who deliver excellent member service.

Compliance

Stays abreast of relevant procedures, laws and regulations in area of expertise. Develops and maintains relationships with internal and external stakeholders. Protects the interests of the organization and individual employees.

Dependability

Makes and fulfills commitments. Has established a pattern of working independently, meeting reasonable deadlines, and accepting responsibility for his or her actions. Willingly makes promises and fully intends to keep them. Arrives at work on time and ready to contribute. Shows up for meetings well prepared. This contrasts with individuals who have proven to be unreliable when others have counted on them to show up on time, meet deadlines and expectations, or arrive prepared and ready to contribute. Meets expectations for attendance and punctuality.

Communication

Communicates effectively and appropriately both orally and in writing. Uses good judgment as to what to communicate to whom as well as the best way to get that accomplished. Speaks in a clear and credible manner, selecting the right tone for the situation and audience. Listens to others and allows them to make their point.

Qualifications :

• High School Diploma or GED - Required
• Minimum one (1) year of Member Service experience, Required
• Two to three years of Finance experience, Preferred
• Loan Servicing Experience for Consumer and Home Equity Products, Preferred

Competencies Required :

Compensation :

Salary Range per hour, depending on experience and qualifications

Benefits at MECU Credit Union :

At MECU, we prioritize the well-being and growth of our employees by offering a comprehensive benefits package that includes but not limited to :

Join MECU and enjoy benefits that truly support you and your family.

Work Location and Physical Demands :

This position is located at Corporate Headquarters. Employees in this role may apply for a hybrid work schedule after the successful completion of their 90-day conditional period. Approval is subject to performance, department needs, and manager’s discretion.

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.

While performing the duties of this position, the successful candidate is regularly required to sit; use hands and fingers to handle objects, tools, keyboards or controls; talk and hear. The employee is occasionally required to stand, walk, reach with hands and arms and stoop or kneel. Must regularly lift and / or move files and equipment up to 15 pounds and occasionally lift / move up to 25 pound objects. Specific vision characteristics required by this position include close vision, adjust focus, and view a computer screen for extended periods of time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MECU of Baltimore, Inc. is an equal opportunity / affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

MECU conducts credit, bond and background checks and is an Equal Opportunity Employer.