Department Overview
Loan Servicing manages the ongoing administration of active loans, ensuring timely payments, accurate account management, and members support within regulatory compliance. They handle customer inquiries and process payments. Their goal is to provide a seamless borrower servicing experience while minimizing risk and maintaining portfolio performance.
What requirements and technical training is needed to get into this position?
Customer service experience required.
What do you do on a day-to-day basis?
Ensure that members' inquiries are addressed with exceptional service.
The Member Servicing team is committed to delivering exceptional solution-based discussions with our members. Whether addressing inquiries related to loans, dashboard requests, or hardship assistance, we endeavor to ensure that their loans are configured for future success.
What days/hours does your team work?
Standard business hours, Monday-Friday, shifts between 6 AM-6 PM & Saturday 7 AM-11 AM.
Who are the key stakeholders and who is impacted by your work (who’s your client)?
Lending Members
Members transitioning from Achieve Resolutions
What are the metrics/KPIs used to define success?
Service levels, Abandonment Rates, handle times, and Autopay participation rates.
Define the micro-culture of the department and what makes it special/unique?
The microculture within Member Servicing reflects our fundamental values while promoting diversity. We advocate for open communication and creativity, cultivating a collaborative environment that enriches our professional endeavors.
How is the work structure – independent work or more collaboration?
Since transitioning to remote work, our operational structure has allowed for increased independence. However, leadership has established a solid infrastructure to facilitate collaboration among colleagues, with management, or partnering line of businesses.
What does the future in terms of growth opportunity look like for this department?
We've got a lot of room to grow! This includes making sure our portfolio stays strong, filling important roles to meet our service commitments, and boosting efficiency by using AI to automate processes. There are plenty of chances to move forward!
What systems are used in the core roles?
Coming soon...