The primary purpose of this position is to maintain the integrity of Ent's consumer loan portfolio through quality control and by providing superior service when fulfilling requests; enhancing member satisfaction resulting in loan retention and future loan growth. This is accomplished through the utilization of comprehensive lending knowledge and by focusing efforts on attention to detail and time management. This position plays an active role in file maintenance issues within the host system and by reporting loan document exceptions to the appropriate management team for resolution; ensuring compliance with Ent's internal policies and procedures as well as Federal and State regulations.
Essential FunctionsResponsible for assisting members on the phone queue or through other means with collateral protection insurance inquiries, total loss claims, GAP claims, product add-ons, product cancellations, posting product claim payments, nightly balancing for department, credit verifications, consent to remove forms, responding to Online Banking secure messages for the department, responding to incoming emails, coupon orders, sort and distribute mail on same day it is received, thorough understanding of document storage technologies pertaining to member loans to include Consumer Real Estate.Responsible for servicing all consumer real estate loans through the phone queue or other means with duties including recording deeds of trust and releases electronically, providing payoff statements, posting payoff checks, HELOC check orders, and facilitating the insurance claim process.Perform quality control, which includes imaging loan packets for electronic storage, verifying signatures and presence of all required documents, reviewing documents for accuracy, and making corrections as needed.Maintain the consumer lending file room.Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.