consumer loan servicer

Job Description

Job Description

Our Purpose

To create joy and ignite Michiganders’ Impossible Dreams.

Shared Commitments

At orsa, our commitments start with our purpose and are guided by our vibrantly lived values. We walk together toward strategic ends, galvanized by regenerative leadership and a growth orientation which moves us toward our human potential, so that we can support Michiganders in shaping the life they desire.

Role Purpose

The consumer loan servicer serves as a critical operational backbone for orsa credit union's consumer loan portfolio, supporting the full lifecycle of loans by performing complex servicing functions, portfolio maintenance, regulatory compliance, and member issue resolution. This role manages diverse activities, including accurate loan servicing, timely funding, collateral perfection, insurance administration, and portfolio integrity, while partnering with internal departments, third-party vendors, and members to deliver exceptional member experience.

While the position focuses primarily on consumer loan products (auto, personal, credit cards), it also provides essential backup support to the mortgage servicing team.

Primary Responsibilities

As an impact-driven team, our work is collaborative and dynamic. This role, like all positions at orsa, will be counted on to perform a variety of tasks as directed by leadership. Some of the core deliverables for this role are:

Role-Specific Responsibilities

• Post-closing activities, modifications, restructures, paid-in-full loans, payoff requests/quotes, lien releases, document corrections, collateral changes, loan assumptions (if applicable), and deceased member loan maintenance.
• Disburse loan payoffs and payments to vendors, ensure the mortgage is electronically recorded, and rectify any rejections in a timely manner.
• Verify documents and manage all aspects of consumer loan titling and UCC lien placement with electronic title vendors to ensure timely lien placement and releases.
• Execute payment reversals, reallocations, corrections, interest adjustments, fee waivers, skip-a-pay requests, payment deferrals, due date changes, and respond to loan maintenance requests.
• Process incoming/outgoing mail by scanning, indexing, and categorizing loan documents into the imaging system; audit, reconcile, and scan recorded mortgages, discharges, final title policies, and RD-108s.
• Assist with loan audits by gathering requested documentation, performing loan research. Execute quality control while performing servicing related maintenance on transactions including payment adjustments, modifications, bankruptcy-related changes, and payoffs to ensure regulatory and policy compliance.

• Oversee comprehensive insurance programs (homeowners, flood, GAP, debt protection, MRC) including tracking, claims processing, loss drafts, refunds, and vendor communication; coordinate third-party activities by verifying coverage accuracy, preparing lien releases/notices of consent, assisting with settlements, issuing payoff statements and letters of guarantee, and reconciling accounts; monitor the loan servicing general ledger to reconcile debt protection and GAP claim payments.

Member & Internal Stakeholder Support

• Serve as the SME for loan servicing inquiries; resolve escalated member issues; research complex servicing questions; maintain service level expectations.
• Partner with Experience Team, Mortgage Closing, Consumer Processing, Residential Loan Servicing, Collections, Accounting, to provide technical guidance and support.

Operational Excellence & Continuous Improvement

• Participate in system testing/validation; support process improvement initiatives; assist with procedure documentation updates; recommend workflow enhancements.
• Assist with new product implementation; cross-train within Lending Operations; participate in departmental projects as assigned.
• Perform end-of-day/end-of-month processing; serve as reliable backup to the residential loan servicing team during peak periods or absences; complete other duties and reporting as directed by leadership.

Qualification and Competency Requirements

As an organization focused on creating belonging, we appreciate that outstanding team members have different roads to excellence. Therefore, we don’t compromise on capability but are capability but use qualifications as guidelines. Typically, we’d expect a great consumer loan servicer to have built capabilities through experiences that would include a minimum of:

• Education: High school diploma or equivalent.
• Work Experience: Minimum 2 years of consumer, mortgage servicing, loan operations, funding, collateral, or loan maintenance operations.
• Industry Experience: In-depth knowledge of basic lending concepts, amortization structures, and lien perfection processes.

The outcome of experience is our priority, so proficiency will be evaluated over means of acquiring it. Necessary competencies include:

Preferred Qualifications and/or Competencies

• Education: Associates degree or relevant coursework in Finance, Business Administration, or related field.
• Industry Experience:
  • Proficiency of core systems such as Meridian Link, Symitar, Mortgage Servicer, Encompass, Synergy, and/or E-Oscar.
  • Proficiency in Michigan’s Electronic Lien and Titling (ELT) requirements.
  • In-depth knowledge in key consumer lending regulations and protections, specifically SCRA, FCRA, ECOA, Reg Z, and UCC.

Functional Competencies

• Fair Lending & Consumer Lending Compliance : Applies key consumer lending regulations — including SCRA, FCRA, ECOA, Reg Z, and UCC — to loan servicing, lien management, quality control, and audit activities, ensuring full regulatory adherence across the loan lifecycle.
• Consumer Credit Underwriting: Applies working knowledge of amortization structures, lien perfection processes, collateral requirements, and consumer loan product mechanics to accurately execute post-closing maintenance, titling, and servicing functions.
• Operations & Process Management: Executes complex, high-volume servicing workflows with precision — including post-closing activities, payment processing, EOD/EOM reconciliation, imaging, and document management — while identifying and supporting opportunities to improve efficiency and accuracy.
• Compliance & Regulatory Fulfillment: Maintains compliance across insurance programs (homeowners, flood, GAP, debt protection, MRC), audit processes, bankruptcy-related loan changes, and general ledger reconciliation, with consistent attention to policy and regulatory requirements.
• Cross-Functional Collaboration: Partners across the Experience Team, Mortgage Closing, Consumer Processing, Collections, Accounting, and third-party vendors to provide technical servicing guidance, resolve escalated member issues, and ensure continuity across the lending operations function.

Work Model and Conditions: Hybrid

This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient. This position also works from home, where an appropriate work environment is required. Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

The hybrid classification provides the opportunity to flex with purpose, empowering team members to work in locations best suited for work and life. In that spirit, those in a hybrid role are encouraged to maintain a commutable proximity to their primary work location because:

• The organization expects hybrid team members to attend certain meetings in person
• Managers may require onsite work to support outcomes
• Work model classification is subject to change

As a team member of orsa, you’ll enjoy:

• Comprehensive medical, dental, and vision plans

• Generous paid time off package for all full-time team members 
• Up to 12-weeks paid paternity/maternity leave
• Lifestyle Accounts to help with your personal wellbeing
• Family Health Benefits
• Paid time off to observe all Federal Holidays
• Flexible work options depending on position
• A generous 401k match
• Numerous employee engagement activities
• Community Resource Groups
• Paid time off for occasions such as volunteering, caregiving, and family events

Contact/application information:

If this description appeals to you, please submit an application! A member of orsa’s talent acquisition team will be in contact with you shortly!

Equal Employment Opportunity Policy:

orsa credit union is an equal opportunity employer (M/F/D/V). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, gender identity or expression, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable Federal, State or local laws. 

Disclaimer:

This job posting highlights some of the most critical responsibilities and requirements of the position. There may be additional duties and responsibilities that are not listed above. A Talent Acquisition Specialist will be sure to discuss the role in further detail should your application be selected to move forward.

Please note that orsa credit union does not involve Artificial Intelligence (AI) when evaluating applications. Applications for this position are reviewed by a member within the Talent Acquisition team. We are dedicated to providing an equitable and thorough review of all submissions and look forward to additional connection as the recruitment process continues!