Title Suspense Officer

Schedule

Mon - Sat Flex

Overview

Responsible for performing assigned title suspense and processing functions in accordance with various individual state regulations. Contacts members to resolve issues with placing the credit union lien on vehicle titles.

Answers questions from both members, auto dealers and credit union personnel regarding title processing and regulations. Completes assigned reports and paperwork and maintains and updates title tracking system and files. Researches and resolves recordkeeping errors or discrepancies. Ensures that the credit union's professional image is maintained.

Responsibilities

Assumes responsibility for the effective and timely performance and oversight of many of the following title suspense functions.

A. Places credit union liens on titles used as collateral for loans.

B. Checks titles to ensure that members have recorded current credit union lien information and correct personal data.

C. Sends out-of-state titles and title applications to corresponding state offices according to respective state rules and regulations for processing with the credit union liens. Quality check titles and liens for correct and complete information and mails out of state titles.

D. Researches title problems on all loans coded with a previous lien processing, member lien, dealer, member and clear title processing and attempts to secure titles to perfect credit union liens.

E.Sends letters and make calls to members to instruct them on what is needed to secure their vehicle title in their names and place the credit union as lien holder.

F. Utilizes effective human relations skills and various forms of persuasion to present a positive credit union image in difficult situations with the member. Calms irate members and answers member questions and complaints relevant to department functions.

G. Stays informed of changes in the different states regulations, rules and procedures.

H. Handles mail involving specifically assigned title issues. Ensures that requests, questions, and problems are effectively addressed.

I. Works with E-lien program to ensure all electronic titles are recorded correctly.

J. Adds titles to the suspense file daily. Ensures that titles are extracted from suspense files to be ready for processing.

K. Retrieves and organizes documents, and maintains and updates files.

L. Ensures that the specifically assigned title process is completed in accordance with established policies and procedures and state regulations.

M. Receives telephone calls from branches and members regarding liens, titles and title processing. Researches and resolves problems, errors and discrepancies.

N. Accepts and processes requests for titles from local and out-of-state agencies for state changes as well as name changes on vehicles currently held on credit union loans.

O. Deletes titles from the Title Suspense program. Ensures that title suspense deletions are accurate.

P. Calls members when titles are received from other financial institutions to determine which Department of Motor Vehicles (DMV) the member would like to do the title processing at and sends titles to that DMV

Q. Performs miscellaneous duties as assigned.

R. Ability to work with other financial institutions and DMVs to help obtain titles for members and be able to secure the credit union lien.

S. Handle large volume and difficult member issues.

Assumes responsibility for maintaining professional working relations with members and business contacts.

A. Obtains and conveys information as needed.

B. Answers questions and resolves problems promptly and courteously.

C. Maintains and projects the credit union's professional reputation.

D. Be the expert in different areas of the department

E. Able be of assistance wherever needed throughout department.

Assumes responsibility for establishing and maintaining effective communication, coordination, and working relations with Credit Union personnel and with management.

A. Assists branches and departments as required.

B. Supports and replaces Records' personnel as needed.

C. Keeps management informed of area activities and of any significant problems. Provides suggestions for improved service delivery.

D. Assists records management and supervisors with all department workflows.

Assumes responsibility for related duties as required or assigned.

A. Keeps work area clean, secure, and well maintained.

B. Completes special projects

Qualifications

Training/Education/Certification:

• High school graduate or equivalent.

• Additional business coursework helpful

• At least 2 years of credit union experience

Required Knowledge:

• Understanding of credit union loan policies and procedures.

• Excellent knowledge of state specific title processing requirements, rules and regulations.

• Understanding imaging processes, AIR/TellerPro system, and related computer applications.

Skills/Abilities:

• Well organized.

• Accuracy and thoroughness in work.

• Excellent communication, telephone, and public relations skills.

• Ability to work well independently.

• Professional attitude and appearance.

• Ability to work well in stressful situations.

• Attentive to detail

• Able to assist and coordinate activities with others.