Loan Servicing Specialist – Titles

The Loan Servicing Specialist – Titles is responsible for assisting members with loan-related inquiries, including Payment Protection, GAP, MRC, collateral insurance, vehicle title processing, and other centralized loan servicing requests. This role provides exceptional service to ensure members think of Sun Federal first for all their lending needs. The Specialist also administers collateralized loan title procurement and audit processes, ensuring that titles are received, appropriate forms and fees are collected, liens are perfected in compliance with state requirements, and cross-collateralization is reviewed before lien release at payoff.

Essential Duties And Responsibilities

Must effectively carry out the essential duties and responsibilities of this position in a manner that consistently demonstrates Sun Federal’s mission and core values in a positive manner. Other duties may be assigned.

1. Title Administration of Collateralized Loans
   1. Administers the Vitu TMS electronic titling program as the primary vendor contact; maintains knowledge of current titling and lien perfection rules for all applicable states.
   2. Manages the centralized process of collateral title tracking and lien perfection for secured consumer and business loans; serves as the subject matter expert for internal staff and members.
   3. Reviews loan documents and sales agreements to ensure proper lien placement, correct sales tax calculations, and compliance with state requirements; works with lenders/managers to resolve missing, incomplete, or incorrect title documentation.
   4. Develops and maintains state-specific title process documentation in the Loan Origination System (MeridianLink), including title requirements, necessary documentation, fees, and electronic processes.
   5. Provides state-specific procedural guidance and training resources for lenders.
   6. Ensures accuracy of all state title fees, updates MeridianLink accordingly, and communicates changes as necessary.
   7. Processes out-of-state title transfers while ensuring liens remain perfected.
   8. Audits collateral loan titles; maintains suspense title lists, performs applicable rate/payment changes, and compiles monthly tracking reports by lender for distribution.
   9. Processes lien releases on paid-off vehicles and updates vehicle records in Branch Suite daily.
   10. Reviews member accounts prior to lien release to determine if collection measures are warranted.
   11. Collaborates with Loss Mitigation on repossessed vehicles, transfers titles to Sun Federal, and provides required documents to auction companies.
   12. Serves as the primary contact for audits related to direct and indirect loan titles.
2. Loan Servicing
   1. Acts as an Agent in assigned queues, delivering exceptional member service with professionalism and empathy:
      a. Verifies identity by asking at least two security questions.
      b. Builds rapport and addresses members by name.
      c. Handles situations with sensitivity and sound judgment within established guidelines.
   2. Processes Payment Central transactions:

      a. Accepts one-time bill payments via ACH or debit card over the phone.

      b. Guides members through registered user enrollment and troubleshoots login issues.

      c. Maintains accurate records of all Payment Central calls.
      d. Researches and resolves loan payment issues.
   3. Monitors and processes department email, Diary, and eDoc queues within same-day service standards, or routes requests to the appropriate Specialist.
   4. Communicates with members via Message Center or email, resolving assigned requests and concerns.
3. Loan Servicing Functions
   1. Uploads insurance policy documents to the InsurTrak State National website; escalates complex issues to the State National Representative and follows up with members as needed.
   2. Processes Consumer Transfer Authorization Payroll requests and corrects related errors.
   3. Archives loan document sets received in the eDoc queue.
   4. Manages Skip-a-Payment requests, including approvals, denials, fee processing, and documentation.
   5. Performs daily Check21 scanning and oversees monthly check destruction.
   6. Serves as back-up for processes in the Lending Operations Cross-Training Matrix, including:

      a. Collateral Protection premium postings and payment changes

      b. CUNA Mutual Debt Protection and GAP claims

      c. Preparation of payoff statements for total loss claims

      d. Personal Line of Credit renewal reviews

      e. Loan adjustment requests

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The individual must be able to successfully pass background checks.

Education/Certification: Associate degree in business or related field or an equivalent combination of formal training and experience.

Required Knowledge: Thorough knowledge of consumer lending products, policies, and standards. Knowledge of all loan contract terms and agreements. Familiar with deposit programs, account ownership and casualty insurance. Understanding of related legal and regulatory requirements (i.e. Regulation Z, Bank Secrecy Act, Fair Credit Reporting, Fair Lending, TILA, RESPA, HMDA, CFPB, Court Systems, etc.). Complete knowledge of equity calculations, priority of liens and redemption rights. Understands the cross-collateralization clause.

Experience Required: One to three years of experience in a Credit Union or Financial Institution Lending, Risk or Operations.

Skills/Abilities: Strong member service skills, accuracy, and thoroughness in work. Able to communicate complex information clearly. Strong problem-solving skills. Able to coordinate well with other departments and personnel. Ability to work well under pressure. Professional appearance and attitude. Cooperative and willing to assist and motivate others. Self-directed and able to work with minimal supervision. Strong organizational abilities. Ability to operate related computer applications and other business equipment. Able to navigate multiple systems and use all related software applications. Ability to operate related computer applications and other business equipment. Able to navigate multiple systems and use all related software applications. Ability to prepare and analyze reports using Microsoft Excel.

Physical Activities And Requirements

Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing: Able to hear average or normal conversations and receive ordinary information.

Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

Working Conditions: No hazardous or significantly unpleasant conditions (such as in a typical office).

Mental Activities And Requirements

Reasoning Ability: Ability to apply logical to define problems, collect data, establish facts, and draw conclusions. Able to interpret a variety of technical instructions and can deal with multiple variables.

Mathematics Ability: Ability to compute discount, interest, profit, and loss; and ratio, proportion, and percentage. Able to perform very simple algebra.

Language Ability: Ability to read a variety of books, magazines, and instruction manuals.
Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar.
Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order using present, perfect, and future tenses.