Core Responsibilities Lending Operations Loan & Credit Product Servicing
- Process routine servicing transactions for lending-adjacent products (e.g., Credit Builder, secured lines) — payment application & research, account status updates, and payoff/closure requests.
- Support Early Unlock and early-cancellation request intake, applying documented eligibility rules and escalating ambiguous cases.
- Conduct account level research and operational analysis to support dispute resolution and customer remediation activities Delinquency & Collections-Adjacent Support
- Perform back-office queue management for past-due accounts: assist with operational activities related to payment arrangements, hardship programs, generate standard correspondence,
and update account notes per the collections workflow — no direct collections calling unless explicitly scoped and licensed.
- Support negative-balance and write-off-risk account reviews, applying the defined aging-bucket criteria (e.g., 61–90 day, 120+ day high-risk cohort) to route accounts for further action. Reg Z & Consumer Lending Compliance Support
- Assist with operational activities related to customer disputes, tradeline inquires, account corrections, and servicing related credit reporting investigations
- Flag potential fair-lending or disparate-treatment concerns (e.g., inconsistent application of incentives or terms across customer segments) to the compliance escalation path rather than resolving independently.