Auto Loan Contact Center Specialist

Austin, TX, United States

Join UHCU's Consumer Lending team and become an Auto Loan Contact Center Specialist! We're seeking individuals dedicated to exceeding member expectations and enhancing their lending journey. This exciting role is based in a dynamic call center, offering opportunities to collaborate with our high-impact Sales, Processing, Underwriting, and Documentation teams. As an Auto Loan Contact Center Specailist, you'll handle an average of 30-40 calls daily, assisting members with a range of inquiries related to existing loans such as: payment posting, interest calculation, late fees, extension requests, lien perfection and loan payoff quotes. If you thrive in a fast-paced, collaborative team environment and are eager to diversify your Consumer Lending skill set, apply today!

At UHCU, you can expect competitive pay including a comprehensive and generous benefits and PTO package. Our Consumer Lending team is located at our HQ building in North Austin by the 183/Oak Knoll exit (Riata Trace) and offers amenities such as a fitness center, yoga room, free breakfast or lunch on Thursdays (e.g., FOOD TRUCKS!!), outdoor dining area and café with a micro market.

Responsibilities:

You will partner closely with your peers to focus on responding promptly to all inquiries and requests regarding loans through phone and email while ensuring accuracy and efficiency. In addition to phone calls and incoming emails, you will also process internal event requests, and provide primary support as the Lease Support Team for our lease segment. Additionally, you will have the opportunity to be involved with various Lending tasks and projects.

Customer Service

Ensure hold times are minimal by answering phones and providing loan information in an accurate and expeditious manner while prioritizing exceptional customer service.

Protect member data and verify authorized account members through utilizing a series of established processes and active listening skills.

Assist members with loan related errors and concerns, taking corrective action as needed.

Source non-loan related calls and transfer as required.

Consumer Lending Support

Make decisions regarding minor exceptions per procedures. Document accounts. Present and pass on major challenges to management for immediate review and resolution.

Work assigned reports as required in a timely manner. Review and resolve report issues as required. Notify management of any exceptions that remain unresolved.

Perform miscellaneous duties within lending, to include but not limited to: processing of agreement to relocate requests, quality control review, scanning preparation, SCRA requests, payoff check posting, follow up and processing of extension agreements, draft payments, title work, wire transfer requests, and other duties assigned.

Submit programming requests, assist in testing, creating or modifying existing reports and completing procedures.

Minimum Qualifications:

Minimum 1 year of experience in a high-volume call center, loan servicing and/or account resolution environment.

High School Diploma or GED equivalent required.

Demonstrated experience and ability to work with a variety of internal and external clients providing effective interpersonal communication and team skills.

Understanding of MS Office Suite with technical and computer skills; ability to navigate quickly and accurately within various computer programs.

Demonstrated ability to work in a fast-paced environment and to provide call resolutions within a short timeframe.

Experience to manage customer conflict, communicate difficult information effectively, and research accounts to successful conclusion.

Ability to follow guidelines, recognize exceptions and possess analytical problem-solving skills.

Must possess proven skills related to accuracy in the use of numbers and their application in the processing and tracking of credit union transactions, including interest calculations.

The use of TxDot, NADA, Symitar, Synapsys, and Sync1 software programs or similar credit and auto related programs preferred but not required.

About United Heritage Credit Union:

The Credit Union was established in 1957 as an Austin-based credit union, and over 65 years later we continue to serve communities in Central Texas, Austin and Tyler communities, as well as those that live in the rest of Texas through TXCC membership. Through innovative technology, exemplary service standards and competitive products, United Heritage continues to be a strong force in the credit union industry. UHCU has over $1.5 billion in assets, more than 77,000 members, 10 branch locations, and approximately 260 employees. We are a full-service financial institution whose vision is "To be your primary financial institution." Being part of our credit union means being part of our community.

UHCU Offers:

Competitive Benefits Package

401(k) options (Pre-Tax and/or Roth)

Generous paid time off (PTO)

Education Reimbursement Program

Opportunity to Advance!

Important Note: We take hiring very seriously. Interviewing at UHCU may include phone interviews, as well as 1st & 2nd round interviews. We are unable to follow-up with each and every applicant, but we do our best to run a thorough process for candidates whom we identify as a potential fit. We will be sure to contact you if that is the case!