Peak Credit Union→
Loan Support Specialist at Peak Credit Union in Lacey, WA
Skills
Job Description
To maintain a strong connection with our members and local communities and better understand their unique needs, we are currently considering applications from candidates residing in Oregon and Washington for all open positions. We appreciate your understanding as we focus our hiring efforts in these specific regions. And, we encourage all qualified candidates from these states to apply, as we look forward to learning more about your unique skills and experience!
Applicants are encouraged to apply by May 15th, 2026, at 5:00 PM PST. Job postings are subject to close early or extend longer than the anticipated closing date. We recommend applying as soon as possible.
Where You Will Work: This is a remote position based in or near Lacey, Washington, with periodic travel required for on‑site business needs.(Branches)
Pay Range: The target hourly pay range for this position is $24.92 - $28.32. The full hourly pay range is $22.65- $33.98.
- We provide an additional $2.00 per hour bilingual differential for those employees who can support our members' financial needs effectively in a second language; subject to verification of strong grasp of financial terms utilizing language skillset.
- Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer of employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.
Job Overview:
This position is responsible for delivering comprehensive administrative and member support throughout the entire loan life cycle, ensuring seamless service at every stage. Assists credit union departments and members with expert knowledge of loan products, core credit union functions, policies, procedures, and compliance with state and federal regulations. Plays a critical role in the loan life cycle in driving operational efficiency and member satisfaction.
What You’ll Do:
- Takes action to address both direct and indirect credit disputes by reviewing and validating data, such as the Metro 2 file, core and collection software to ensure loans are accurately reported. This includes identifying, analyzing, and resolving fatal errors and anomalies within the data to maintain compliance with FCRA and CDIA guidelines.
- Oversees loan modifications, reconstructions, payment reversals, and payment processing with advanced expertise in the core system.
- Communicates clearly and effectively with members and frontline employees, providing transparent explanations and support to maintain smooth loan servicing operations and enhance overall member experience.
- Manages insurance functions, including CPI for consumer and commercial loans, GAP, PPP, Letters of Guarantee, and storage requests. Possesses in-depth knowledge of all insurance products and a strong understanding of each loan's unique insurance requirements to ensure accurate processing and full compliance with policies and procedures.
- Collaborates with insurance carriers and dealerships throughout the insurance claim process to ensure efficient and accurate claims resolution.
- Handles escalated member situations with professionalism, clear communication, and a focus on mitigating risks to the credit union, ensuring timely and effective solutions while maintaining positive member relationships.
- Manages the charge-off process by preparing loans and shares for transfer to a third-party collection agency, ensuring accuracy and compliance throughout. Builds and maintains a collaborative relationship with the agency, supplying essential documentation to support legal actions and judgment proceedings.
- Oversees the addition of collection-related expenses, such as repossession fees, legal costs, and recoveries from collection agencies, ensuring all charges are applied correctly and do not compromise the integrity of the loan’s structure.
- Handles recoveries and updates ChexSystems records when accounts are paid in full, ensuring accurate reporting and resolution.
- Identifies and resolves systemic core errors to maintain data integrity and ensure smooth operations.
- Manages reporting and general ledger (GL) processes, addressing discrepancies to mitigate potential risks timely.
- Audits enterprise content management systems, including loan terms, to ensure accuracy and maintain documentation integrity, while ensuring compliance with consumer loan documentation standards.
- Regularly reviews daily, weekly, and monthly reports, detecting inaccuracies and implementing corrective actions to ensure the accuracy of member loans and reduce future risk.
- Responds to Loan Support hotline inquiries from frontline staff and members, as well as requests via email, ticketing systems, and instant messages.
- Leverages expert knowledge of the core system and loan products to effectively navigate complex transactions and handle escalated situations, providing accurate, timely, and professional support.
- Handles the processing of payoff checks from insurance companies, dealerships, and title companies, ensuring vehicle titles are accurately released to the appropriate recipients. Additionally, processes checks for canceled ancillary products, trustee payments, and Debt Management Plan (DMP) payments with precision and efficiency.
- All other duties as assigned.
When You'll Be Working: Monday - Friday 8:30am - 5:30pm and rotating Saturdays 9:30am - 2:00pm. Full-time 40 hours a week.
Qualifications:
- Minimum three (3) years financial institution experience preferred.
What You’ll Bring:
-
Highly skilled at identifying, troubleshooting, and resolving complex transactions while ensuring accuracy and efficiency.
-
Knowledge of, or ability to learn, the credit union’s core and ancillary systems to perform the job, such as Symitar, Loans PQ, and Tenemos systems.
-
Knowledge of principles and processes for providing member services; including member needs assessment, meeting service standards and evaluation of member satisfaction.
-
Knowledge and skill of a variety of office administration systems, business communications and software programs.
-
Knowledge of, or ability to learn federal, state and local laws, statutes, regulations codes and standards related to the area of responsibility.
-
Skilled in executing basic mathematics and basic accounting tasks.
-
Ability to understand loan products, loan processing procedures, and regulatory requirements.
-
Ability to suggest programs and processes to improve efficiencies.
-
Keeping current with industry and regulatory changes and trends.
-
Ability to handle sensitive member information securely, maintaining strict confidentiality.
-
Strong communication and interpersonal skills to effectively assist members with loan inquiries, issues, and information.
-
Use sound judgment to resolve member issues or escalate them appropriately to ensure member satisfaction.
-
Ability to manage multiple loan files simultaneously and meet deadlines in a fast-paced environment.
-
Proficient in inputting and managing data accurately in loan processing software.
-
Ability to prepare and review loan documents, ensuring all necessary paperwork is completed and compliant with regulations.
-
Ability to analyze loan details, recognize potential risks, and offer solutions to minimize issues during the loan process.
Total Rewards:
This position is eligible for Full-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage.
- Includes an option for Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage.
- We also offer Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA).
- Employees also have access to Life and AD&D insurance.
- Employees are able to enroll in our 401k plan.
- Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis.
- Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.
All benefits except 401k start the first of the month following date of hire. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment.
Peak Credit Union participates in E-Verify. We use E-Verify to confirm the identity and employment eligibility of all persons hired to work in the United States.
For more information on E-Verify, please click here: E-Verify Participation Poster English and Spanish
For more information on Right to Work, please click here: Right to Work
Peak Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters
If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email Careers@peakcu.org. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail Careers@peakcu.org. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.
Equal Opportunity Employer Veterans/Disabled
Equal Opportunity is the Law Posting
Pay Transparency Nondiscrimination Posting
When you apply to a job on this site, the personal data contained in your application will be collected by Peak Credit Union. Your personal data will be processed for the purposes of managing the Credit Union’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under state and federal law. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by the Credit Union to help manage its recruitment and hiring process. Your personal data will be retained by the Credit Union as long as the Credit Union determines it is necessary to evaluate your application for employment and as required under applicable state and federal law. Greenhouse is under contractual obligation to keep such information confidential, and the Credit Union’s privacy practices comply with all applicable state and federal laws.