Under the direction of Consumer Loan/Lease Management, performs a variety of functions as they relate to the servicing of new and existing closed and open-ended consumer loans, indirect auto loans, leases and fresh start repayment plans. Provides a superior level of service to internal/external customers, while ensuring production goals are met.
Maintains a complete knowledge of COCC Insight, Seamless, and Origenate programs in order to review, set up and maintain all types of new consumer loan and lease accounts. Performs quality control on all types of new loans/leases ensuring that all information is accurate and meets departmental policies and guidelines.
Completes timely and accurate review, setup, and disbursement of all types of all new consumer loans, leases and fresh start repayment plans. Ensures that all information complies with Origenate, Seamless, Insight and meets bank guidelines and lending policies.
Maintains tickler to follow up on required corrections for loans and leases to avert potential customer impact issues in order to ensure quality control of new accounts and provide superior-level customer service.
Processes and reconciles transactions pertaining to loan/lease/fresh start disbursements, lease rejects, FASB expenses, dealer cost transactions, payments, reversals, payoffs and loan deferments.
Assists with vehicle title processing including lien releases, cross-state vehicle re-registrations and electronic titling issues (ELT).
Sets up and maintains internal and external payment allotments, communicates with branch staff, internal and external customers and third party vendors to resolve unposted/failed electronic payments. Uses advanced loan knowledge to research and resolve ACH/allotment/electronic payment and payoff issues.
Reviews and analyzes daily lockbox reports for over/underpayments, prepaid loans and payoff transactions.
Researches and corrects any unposted or reject items. Receives, processes and responds to daily lockbox unprocessed checks and customer correspondence in a timely manner.
Supports the department with document management including scanning and filing of original loan and lease contracts.
Reviews and analyzes the daily paid loan & lease reports including collateral releases according to loan & lease payoff procedures. Monitors vehicle insurance total loss settlement files and corresponds with borrowers and third parties to resolve deficiency balance scenarios (GAP insurance claims, financed insurance cancellations).
Pro-actively works with loan & lease customers and recommends loan extensions for management approval when hardship circumstances are identified. Processes approved loan deferments.
Performs daily teller branch/department balance functions. Researches and resolves cashbox issues, check listing errors, remote capture rejects, and other out of balance issues.
Handles a high volume of 2nd level customer inquiries/problems on loans/leases and fresh start repayment plans. Provides an exceptional level of service to loan customers in response to email, mail, telephone and in person inquiries.
COMPLIANCE: Maintains an excellent understanding of applicable regulations and laws including but not limited to Bank Secrecy Act; Privacy, Fair Lending, Identity Theft, FACT Act and Reg M (Leasing).
Maintain an up to date understanding of bank policies and procedures as they relate to lending compliance.
Completes appropriate compliance training.
EDUCATION and/or EXPERIENCE
One year certificate from college or technical school; or one year direct related experience with consumer loan products and services. Possesses a strong understanding of Microsoft applications; including Word and Excel. Ability to quickly adapt to and learn a variety of web-based computer applications.
Excellent PC skills. Above average understanding of Insight. Possesses a strong understanding of Microsoft applications, including Word and Excel. Ability to learn and quickly adapt to a variety of web-based computer applications and upgrades. Ability to prioritize and multi-task to meet set deadlines in high-production, high-volume environment.
Ability to read and comprehend instructions, procedures, correspondence, and memos. Ability to write correspondence and routine reports. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to calculate figures and amounts such as interest, and percentages. Ability to apply concepts of basic algebra. Ability to use amortization calculator and comprehend simple interest finance charge/principal balance calculations.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in more complex situations.