ELGA Credit Union
Loan Service Advisor

Department: Centralized Lending

Reports To: Centralized Lending Manager

Grade: 8
Classification: Non-Exempt
Supervises Direct: 0
Supervises Indirect: 0

Role:
The Loan Service Advisor is a member-facing role focused on supporting lenders, branches, and Contact Center teams by managing loan servicing requests and resolving member issues. This role does not take loan applications. By completing servicing tasks and proactively addressing member needs, the Loan Service Advisor enables lenders to focus on origination and follow-up, increasing efficiency and ensuring an excellent member experience.

Essential Functions & Responsibilities:
55% - Assists members and associates with loan servicing.
• Handles phone transfers from Contact Center for loan servicing requests.
• Supports branches through Virtual by resolving loan servicing questions and issues.
• Manages email template requests from lenders/managers related to servicing requests.
• Assists Processing with member questions or clarifications regarding loans.
• Processes and resolves requests including but not limited to:
o CPI assistance, claims, and resolutions
o Storage waivers
o Modification requests (rate, due date change, or protection product removal)
o Title changes, questions, and release issues
o Total Loss Claims/GAP Claims
o CL/CD Claims
o Payment, interest, and insurance questions

30% - Supports lenders and internal operations - Works Lead Manager for all non-loan application requests, filtering lending leads to ensure proper origination.

5% - Assures that appropriate records are maintained and required reports are prepared.

5% - Assists other departments as needed.

5% - Performs other related duties as assigned.

Performance Measurements:
1. Takes full responsibility for individual performance with no excuses. Documents accomplishments and progress in Performance Pro. Actively pursues ongoing development by completing required trainings (BVS, Rapid Learning, department trainings) and staying current on lending products, servicing procedures, compliance, and member service expectations.
2. To provide informed, friendly, professional, personal service to all members and associates by making eye contact and using the member's name, smiling while listening, responding as though they are the only one in your world at that time, and finding the correct answer if you don't know it. Contributes to the achievement of service survey scores of 4.5 or higher.
3. Strive to be an expert by continually update knowledge of credit union products, compliance, sales skills, and self-improvement by completing BVS courses, Rapid Learning modules, fully participating in individual and group training offered by credit union trainers, reading business related/self-improvement books, and taking outside courses.
4. To provide accurate, courteous, friendly, timely, and professional service to all members, potential members and associates. Answering telephone immediately and responding to correspondence within same day.
5. To have complete accuracy with loan servicing tasks and member requests to allow you to have no member service or posting errors. To analyze errors in written format on the rare occasion a mistake is made.
6. To meet established expectations of ELGA's Core Factors including but not limited to Accountability, Attitude, Communication, Competence, Continuous Improvement & Innovation and Relationship Building.
7. Serves as a dependable support resource for lenders, branches, Contact Center, and Processing. Ensures all non-loan application requests are managed promptly, lending leads are properly filtered, and follow-up tasks are completed within established timelines. Demonstrates consistent efficiency in managing workload without requiring follow-up.
8. Communicates clearly, courteously, and professionally across all channels. Ensures member and associate questions are fully addressed or escalated appropriately. Responds to emails, calls, and internal messages within the same business day and keeps all parties informed of progress or delays.

Knowledge and Skills:
Experience: One year to three years of similar or related experience.

Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills: Work normally involves contacts with persons beyond immediate associates generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors) requiring ordinary courtesy in providing assistance and information.

Other Skills: Strong member service orientation with excellent communication and problem-solving skills. Ability to manage multiple tasks efficiently and prioritize requests. Must be comfortable using standard office tools such as a computer keyboard, and related digital systems. Able to make sound decisions with limited information and demonstrate solid problem-solving abilities.

Work Environment: Work is primarily conducted in the office with flexibility for occasional remote work.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

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