AgDirect Loan Servicing Specialist

Job Summary

We are hiring an AgDirect Loan Servicing Specialist to coordinate and complete loan servicing actions from point of request while providing a positive and consistent customer experience. Maintain an understanding of and ensure compliance with all policies and procedures associated with loan servicing actions. High degree of accountability and attention to detail to ensure the Associations collateral position. Effectively interact and communicate with customers in writing, by phone or through available digital channels.

Essential Duties & Responsibilities

• Loan Servicing Activities
  • Provide processing and servicing support for inbound AgDirect customer interactions that originate through an automated call distribution phone system and digital communication channels (chat, email, text). Proactively listen and identify customer needs. Responsible for accurate documentation of customer interactions and seeing them through to resolution in a timely and thorough manner. Prioritize workloads, ensuring necessary documents are obtained, partner with underwriting when credit risk analysis is required. Complete lien searches, obtain subordinations and perfect lien positions. Additionally, this role must book servicing actions and update tracking systems, and review collateral for release.
  • Discuss options for serving actions on AgDirect loans and retail installment contracts to meet the needs of the customers while complying with loan administration guidelines. Specialist will complete servicing actions including: interest rate conversions, payment extensions, term modifications, reamortizations, assumptions of liability, releases of liability, as well as partial releases, full releases, amendments, continuations and terminations of UCCs.
  • Work directly with customer to obtain information to recommend, negotiate and implement servicing actions as appropriate. Work closely with the Credit Resolution and Litigation teams to compile the appropriate balance sheet, income statements and/or tax returns so decisions can be made on high-risk servicing actions. Ensure the appropriate entity documents are collected, when required.
• Account Management Activities
  • Complete various service and support activities based on the customer request, within the teams service level agreements and to the satisfaction of the customer. Own the interaction until the point of resolution, which may require collaboration with others within the Association for further support and/or guidance. Escalate interactions to appropriate internal resources, as needed. Service and support type activities include but are not limited to:
  • Verify lienholder information on titled asset transactions. Work with state DMVs and county offices in each state to correct customer or lienholder information when inaccuracies occur. Process lien releases when account is paid in full.
  • Analyze collateral positions on loans and process UCC1 filings, amendments, continuations, and terminations as necessary. Review and process third party lien waiver requests for Association blanket UCC filings.
  • Complete partial payoff requests and follow up as necessary.
  • Verify customer compliance with insurance requirements. Follow up with customer and/or insurance agents to obtain proof of insurance or other insurance related documents as needed.
• Serve as backup for AgDirect Customer Support Specialists with daily duties, as needed.

Education Requirements

• Associate's degree in business administration or related field. Bachelor's degree preferred.

Years of Experience

• 2+ years of experience in Banking/Financial Services, Loan Processing, or Customer Support.
• Demonstrated proficiency in working with several types of business systems; lending origination/servicing, loan accounting and basic Windows applications (Microsoft Word, Excel, PowerPoint and Internet Explorer).