Overview
The Consumer Lending Operations Specialist serves as a subject matter expert for Consumer Lending post-funding actions and operational functions and provides departmental support throughout Consumer Lending while delivering quality results. This role performs complex loan modifications and loan corrections and provides effective and accurate solutions for existing loan issues. The Consumer Lending Operations Specialist provides expert guidance to the Lending team to address application issues, loan errors, or other technical issues and gives proper guidance for resolution. This role maintains exceptional quality standards using extensive research and analysis of loans and loan history, computes complex loan calculations, and performs auditing functions to ensure high levels of quality control and reporting. The Consumer Lending Operations Specialist collaborates with internal departments and vendors of the Credit Union, ensuring supporting documentation and records are accurately prepared according to UFCU policies, standards, and all legal requirements. The Consumer Lending Operations Specialist reports to the Manager – Consumer Lending Operations. About UFCU
As Austin’s largest locally owned financial institution, University Federal Credit Union is owned by, dedicated to, and always working for our Members. Our mission at UFCU is simple: to provide for the well-being of our Members. We are proud to focus on people — not profits. We deliver fair and honest products and outstanding service, and we work collaboratively within our organization as well as our community to help Members achieve their personal and financial goals. UFCU is recognized for awards including Top Credit Union, Top Mortgage Company, Best Places for Working Parents, Austin’s Healthiest Employer, and Gallup’s Top Engaged Workplace. We value our employees as much as we value our Members and offer an environment where people care about each other—like family.
Essential Functions Consumer Lending Operations
Perform operational functions involving payment corrections, including loan modifications, loan corrections, returned ACH and/or NSF payments, and full loan recasts.
Handle Ancillary Product support for claim document requests, cancellations processing, and refunds.
Perform clearing of Vehicle Buyer’s Checks (VBC) and Electronic VBCs.
Monitor and take necessary action on reports from the lending system or other business units.
Perform quality control auditing, tracking, error resolution, and reporting for consumer loans and on all lending lien perfection documents.
Obtain payoffs for external loans and print, assemble, and mail checks to external parties while ensuring the check stock is loaded, unloaded and properly secured.
Provide accurate required disclosures, loan, and transaction documents to Members.
Assist with and resolve online account opening issues for Members.
Process Letters of Guarantee and supplemental requests through insurance companies.
Place stop payments on lost cashier’s checks and issue replacements.
Actively communicate with Loan Officers to ensure quick loan finalization.
Follow up with key individuals within one business day to resolve problems and respond to inquiries; provide updates and/or correct audit errors within allotted time.
Apply a commitment to excellent Member service and strong interpersonal skills to build and maintain positive relationships with team members, internal partners, and various vendors.
Assist Lending Member Services by handling incoming and outgoing calls and Member requests efficiently and within stated Service Level Agreement (SLA) timeframe while displaying professional telephone etiquette.
Other
Adhere to all company policies, procedures, and business ethics codes.
Complete required regulatory training as assigned.
Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.
Knowledge/Skills/Abilities Knowledge
Strong knowledge of consumer lending products, regulations, services, and processes.
Comprehensive understanding of financial calculations including re-amortization of loans and interest calculations.
Proficient in Microsoft Office Suite.
Skills
Advanced teamwork and interpersonal skills including active listening, and demonstrated ability to treat others with respect.
Strong analytical and problem-solving skills, particularly regarding complex financial information.
Strong organization skills with excellent attention to detail and accuracy.
Strong verbal and written communication skills.
Abilities
Advanced ability to interpret and analyze data, and pull and review reports and full transactional history.
Strong ability to demonstrate professional, clear, and effective spoken and written communication with members, potential members, business partners and staff; consistently exhibiting tact and diplomacy.
Ability to consistently meet or exceed goals.
Ability to effectively prioritize and excel in a high-volume environment with great attention to detail and organizational skills.
Ability to work both effectively as a team and independently to accomplish objectives.
Ability to adapt to changing circumstances and perform new responsibilities with flexibility.
Ability to proactively identify and take on new responsibilities.
Ability to effectively manage time and resources.
Ability to exercise sound judgment and act responsibly in the member’s and the Credit Union’s best interests.
Ability to take ownership of work.
Ability to present ideas and thoughts clearly, concisely, persuasively, and with confidence.
Competencies
Adaptability
Building Member Loyalty
Building Partnerships
Communication
Emotional Intelligence
Focus on Results
Influence
Experience Minimum Qualifications
High school diploma or equivalent
Minimum of three (3) years of experience in consumer lending origination, processing, or servicing
Minimum of two (2) years of effectively using multiple computer programs simultaneously
Experience analyzing complex financial information
Experience with accounting, credit, and lending principles
Experience utilizing loan origination software
Familiarity with posting funds and performing transactions from general ledgers
Must be bondable
Preferred Qualifications
Bachelor’s degree in business, finance or related field
Experience with Symitar (Episys), Crystal Reports, or other SQL query software
Experience with handling lending ancillary products, lien paperwork and requirements
Experience with credit union products and services, policies, procedures, laws, and regulations beyond those in Consumer Lending
Bilingual in English and Spanish
Credit Union or financial industry experience
Physical Demands The physical demands described are representative of those an employee must meet, with or without accommodation, in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Frequent sitting, use of hands, reaching with hands and arms, and talking or hearing.
Specific vision abilities include close vision, distance vision, peripheral vision and ability to adjust focus.
Extensive use of telephone and virtual communications platforms.
Work Environment The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.
This position requires frequently working onsite at UFCU Plaza in Austin, Texas.
This position may involve periodic stressful conditions.
May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
Frequent computer use at a workstation of up to two hours at a time.
The noise level in the work environment is usually loud.
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The Consumer Lending Operations Specialist serves as a subject matter expert for Consumer Lending post-funding actions and operational functions and provides departmental support throughout Consumer Lending while delivering quality results. This role performs complex loan modifications and loan corrections and provides effective and accurate solutions for existing loan issues. The Consumer Lending Operations Specialist provides expert guidance to the Lending team to address application issues, loan errors, or other technical issues and gives proper guidance for resolution. This role maintains exceptional quality standards using extensive research and analysis of loans and loan history, computes complex loan calculations, and performs auditing functions to ensure high levels of quality control and reporting. The Consumer Lending Operations Specialist collaborates with internal departments and vendors of the Credit Union, ensuring supporting documentation and records are accurately prepared according to UFCU policies, standards, and all legal requirements. The Consumer Lending Operations Specialist reports to the Manager – Consumer Lending Operations. About UFCU
As Austin’s largest locally owned financial institution, University Federal Credit Union is owned by, dedicated to, and always working for our Members. Our mission at UFCU is simple: to provide for the well-being of our Members. We are proud to focus on people — not profits. We deliver fair and honest products and outstanding service, and we work collaboratively within our organization as well as our community to help Members achieve their personal and financial goals. UFCU is recognized for awards including Top Credit Union, Top Mortgage Company, Best Places for Working Parents, Austin’s Healthiest Employer, and Gallup’s Top Engaged Workplace. We value our employees as much as we value our Members and offer an environment where people care about each other—like family.
Essential Functions Consumer Lending Operations
Perform operational functions involving payment corrections, including loan modifications, loan corrections, returned ACH and/or NSF payments, and full loan recasts.
Handle Ancillary Product support for claim document requests, cancellations processing, and refunds.
Perform clearing of Vehicle Buyer’s Checks (VBC) and Electronic VBCs.
Monitor and take necessary action on reports from the lending system or other business units.
Perform quality control auditing, tracking, error resolution, and reporting for consumer loans and on all lending lien perfection documents.
Obtain payoffs for external loans and print, assemble, and mail checks to external parties while ensuring the check stock is loaded, unloaded and properly secured.
Provide accurate required disclosures, loan, and transaction documents to Members.
Assist with and resolve online account opening issues for Members.
Process Letters of Guarantee and supplemental requests through insurance companies.
Place stop payments on lost cashier’s checks and issue replacements.
Actively communicate with Loan Officers to ensure quick loan finalization.
Follow up with key individuals within one business day to resolve problems and respond to inquiries; provide updates and/or correct audit errors within allotted time.
Apply a commitment to excellent Member service and strong interpersonal skills to build and maintain positive relationships with team members, internal partners, and various vendors.
Assist Lending Member Services by handling incoming and outgoing calls and Member requests efficiently and within stated Service Level Agreement (SLA) timeframe while displaying professional telephone etiquette.
Other
Adhere to all company policies, procedures, and business ethics codes.
Complete required regulatory training as assigned.
Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.
Knowledge/Skills/Abilities Knowledge
Strong knowledge of consumer lending products, regulations, services, and processes.
Comprehensive understanding of financial calculations including re-amortization of loans and interest calculations.
Proficient in Microsoft Office Suite.
Skills
Advanced teamwork and interpersonal skills including active listening, and demonstrated ability to treat others with respect.
Strong analytical and problem-solving skills, particularly regarding complex financial information.
Strong organization skills with excellent attention to detail and accuracy.
Strong verbal and written communication skills.
Abilities
Advanced ability to interpret and analyze data, and pull and review reports and full transactional history.
Strong ability to demonstrate professional, clear, and effective spoken and written communication with members, potential members, business partners and staff; consistently exhibiting tact and diplomacy.
Ability to consistently meet or exceed goals.
Ability to effectively prioritize and excel in a high-volume environment with great attention to detail and organizational skills.
Ability to work both effectively as a team and independently to accomplish objectives.
Ability to adapt to changing circumstances and perform new responsibilities with flexibility.
Ability to proactively identify and take on new responsibilities.
Ability to effectively manage time and resources.
Ability to exercise sound judgment and act responsibly in the member’s and the Credit Union’s best interests.
Ability to take ownership of work.
Ability to present ideas and thoughts clearly, concisely, persuasively, and with confidence.
Competencies
Adaptability
Building Member Loyalty
Building Partnerships
Communication
Emotional Intelligence
Focus on Results
Influence
Experience Minimum Qualifications
High school diploma or equivalent
Minimum of three (3) years of experience in consumer lending origination, processing, or servicing
Minimum of two (2) years of effectively using multiple computer programs simultaneously
Experience analyzing complex financial information
Experience with accounting, credit, and lending principles
Experience utilizing loan origination software
Familiarity with posting funds and performing transactions from general ledgers
Must be bondable
Preferred Qualifications
Bachelor’s degree in business, finance or related field
Experience with Symitar (Episys), Crystal Reports, or other SQL query software
Experience with handling lending ancillary products, lien paperwork and requirements
Experience with credit union products and services, policies, procedures, laws, and regulations beyond those in Consumer Lending
Bilingual in English and Spanish
Credit Union or financial industry experience
Physical Demands The physical demands described are representative of those an employee must meet, with or without accommodation, in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Frequent sitting, use of hands, reaching with hands and arms, and talking or hearing.
Specific vision abilities include close vision, distance vision, peripheral vision and ability to adjust focus.
Extensive use of telephone and virtual communications platforms.
Work Environment The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.
This position requires frequently working onsite at UFCU Plaza in Austin, Texas.
This position may involve periodic stressful conditions.
May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
Frequent computer use at a workstation of up to two hours at a time.
The noise level in the work environment is usually loud.
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