Consumer Finance Loan Administrator

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Position Title Consumer Finance Loan Administrator Location Troy, MI 48098 Job Summary The Consumer Finance Loan Administrator is responsible for supporting the Consumer Finance Performance Manager, Processors, Underwriters and other Consumer Finance teammates by aiding in departmental processes, production and customer service to consumer customers and internal colleagues. Responsibilities include investigating and routing customer issues or concerns regarding loans or other products or services, completing and analyzing reporting to ensure department SLAs (service level agreements) are met. This role will also support managers and relationship managers using Word, Excel, Power Point, Outlook, and Bank operating/sales management systems. This is a hybrid role based in Troy, MI. Job Responsibilities: JOB RESPONSIBILITIES Loan Process Support: Assists the processors and underwriters with front-end and back-end process support, such as Mortgage recording, vehicle titling and recording, and collateral release. Additionally, support all areas of lending as back up, to include check cutting, closing and funding. The Consumer Finance Loan Administrator will also be responsible for maintaining weekly production reporting for management and maintaining processes and procedures for the department. Servicing Support: Provides the highest level of quality service to each customer, both internal and external while achieving departmental metrics. Responds to, takes ownership of, troubleshoots and resolves difficulties, technical issues and questions from Flagstar customers and teammates in and efficient, timely and professional manners via the phone, email, bank CRM systems, Loans PQ, DNA, or other related systems. Works cohesively with the consumer finance performance manager to support various tasks related to consumer finance, to include internal and external audits, gathering reports and data for weekly and monthly reporting. (e.g., compliance/regulatory, internal, etc.). Escalation Management: Processes, responds, and manages the escalation process to include case management. Teammate with be point of contact for ensuring communication to client and teammate with accurate and timely resolution, managing inbox for ongoing issues. Communicates with other business units so that all customer service issues are resolved expeditiously, service level expectations are achieved, and issues are added and prioritized for LOB. System Support : Assist with maintaining LOB intranet site for accurate information related to rate sheets, job aids, and procedures and policies in a timely manner. Supports as a back up to the consumer finance system analyst for LOS update (Loans PQ). Manage NMLS registration for certified lenders for accuracy and compliance. ADDITIONAL ACCOUNTABILITIES Performs special projects, and additional duties and responsibilities as required. Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings. Accountable to maintain compliance with applicable federal, state and local laws and regulations. JOB REQUIREMENTS Required Qualifications: Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent. Minimum experience required: 2+ Years of experience in a lending support role. Five years of customer service experience, preferably in Consumer Lending, Mortgage Lending and/or Branch Banking. Job Competencies: Knowledge of loan origination and closing process. Demonstrated understanding of loan booking procedures. Excellent understanding of banking laws and functions for compliance (TILA, ECOA, FCRA, SCRA, HMDA, appraisals, etc.). Strong organizational and time management skills. Excellent verbal and written communication skills. Demonstrated professionalism, tact and diplomacy. Strong problem solving and conflict resolution skills. Proficient and highly skilled in the use of Microsoft Office applications. Ability to adapt to new demands and challenges and work under minimal supervision. Ability to independently create presentations, decks and other materials. Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights. Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results. Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience. Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders. Minimal travel may be required. Physical demands (ADA): The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting. Flagstar