This role is responsible for supporting members with consumer loan servicing needs related to legacy Wings consumer lending products and services. The position also provides cross-functional assistance and backup support to other areas within the Loan Phone Department. The Loan Phone Servicing Representative assists members through the phone queue and other communication channels, addressing a wide range of loan-related inquiries. Key areas of support include resolving payment discrepancies, processing payments, fulfilling payoff requests, issuing payoff letters, handling total loss scenarios, and providing general title information and lien release documentation. This role requires strong memberservice  skills, attention to detail, and the ability to navigate multiple systems to deliver accurate and timely support.
Essential FunctionsAssist members via the phone queue and other communication channels, addressing consumer loan related inquiries such as payment discrepancies, payment processing, payoff requests, payoff letters, total loss situations, general title information, and lien-release documentation.Participate in weekly rotation of essential servicing tasks, which may include servicing emails, consumer insurance inbox, loans inbox, message center, payoff letters and deferrals; must be completed each day in a timely manner.Take ownership of member concerns by researching consumer loan accounts, reviewing transactional history, and providing accurate resolutions in a timely manner.Complete necessary follow-up calls and unsure all member inquiries are fully resolved from start to finish.Maintain general working knowledge of loan-related protection products including GAP, warranty products, and payment protection.Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.
