• processing claims for state clients in accordance with the approved guidelines • handling telephone, email or fax inquiries from claimants or holders • following up with claimants and holders to request additional information if needed

Role Description You support the end-to-end processing of consumer loan applications, ensuring work is completed accurately, timely, and in compliance while delivering a positive and consistent member experience. You are a detail-oriented and service-focused team member with strong communication skills, known for managing high volumes of work, resolving member inquiries, and maintaining accuracy in a fast-paced environment. You take ownership of your work by partnering across teams, applying lending policies and procedures, and identifying and escalating risks or issues to support efficient processing and compliant loan fulfillment. - Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. - Manage a high volume of inbound and outbound loan-related calls effectively and simultaneously manage loan applications. - Continuously develop yourself to solve problems and improve department performance. - Foster a positive work environment by actively listening to and responding to member and co-worker needs with a courteous and helpful attitude. - Analyze data, research, and collect documentation, and prepare loan documents with minimal errors. - Obtain and verify required Department of Motor Vehicles (DMV) documentation to properly record the company's lien on loan collateral. - Collaborate with peers across different departments to carry out key steps in the loan application process. - Audit various operational documents, including executed loan documents, and reports to ensure proper procedural compliance, accuracy, and authenticity. - Maintain a working knowledge of Golden 1 lending policies and procedures to ensure compliance. - Conduct supportive tasks including email correspondence, answering TEAM chat queries, conducting consumer loan fulfillment audits, providing assistance for escalated calls and branch emails. - Identify and mitigate potential fraud, suspicious activity, and identity theft. - Conduct member interviews, perform financial calculations and analysis on Proof of Income, and gather information to satisfy loan conditions in order to determine suitability for loan funding. - Prepare loan documents and send them to members for signing and prepare approved loans for disbursement accordingly. - Constantly develop critical thinking skills and enhance departmental performance. - Monitor Outlook emails and TEAM chats efficiently, quickly collaborate in real-time, and respond promptly. - Participate in video conferencing and online meetings while being comfortable in a virtual office culture. - Provide effective oral and written communication skills to aid other employees and proactively follow up on member inquiries and concerns via Web Messaging or phone taking care to ensure proper grammar and a professional tone. - Provide exceptional customer service to Golden 1 members, dealerships, and outside finance companies. - Perform other tasks as assigned. Qualifications - H.S. Diploma or General Education Degree (GED) required - Some college preferred - 3+ years in a fast-paced call center environment or work environment with high call volume and loan processing volume, handling complex situations with direct consumer contact required - Consumer loan processing experience is a plus preferred Benefits - Market-competitive and internally equitable total rewards compensation package - Comprehensive compensation package - Well-being and work-life balance - Career development and growth - Rewards and recognition - Commitment to Diversity, Equity, and Inclusion

• Compare information from the application to the criteria for policy reinstatement and approve reinstatement when criteria are met; • Compose business correspondence for supervisors, managers, and professionals; • Correspond with the insured or agent to obtain information or inform them of account status or changes; • Examine letters from policyholders or agents, original insurance applications, and other company documents to determine if changes are needed and the effects of changes; • Modify, update, and process existing policies to reflect any change in the amount of coverage or type of insurance; • Notify the insurance agent and accounting department of policy cancellation; • Process policy cancellation requests within company guidelines; • Organize and work with detailed office records, maintaining files and/or logs of various projects; • Process and record new insurance policies and claims; • Process, prepare, and submit business or government forms; • Review and verify data, such as age, name, and address on insurance applications and policies; • Transcribe data to worksheets and enter data into the computer for use in preparing documents and adjusting accounts; • Maintaining communication with the Supervisor on the progress of ongoing tasks and/ or projects; • Anticipate project needs, discern work priorities, and meet deadlines; • Provide backup when requested to sign in to phone queues during escalated call volumes; • Possible auditing of trainees, policy processing tasks, documents, brokers, etc. • Additional assignments to support department management. • Complies with state and federal laws, Department of Insurance criteria, insurance carrier, and Aspire General Insurance Services policies, procedures, and work rules; • Prompt and regular attendance; • Other duties as assigned.

• Serve in a client-facing role, delivering an exceptional customer experience while consistently meeting critical deadlines • Manage loan pipelines with clear, proactive communication on loan status and next steps • Support pipeline needs across multiple regions as business demands evolve • Accurately collect, review, and verify loan application documentation • Ensure timely and compliant packaging, processing, and submission of loans to underwriting • Process a variety of loan products, including Conventional, FHA, VA, and Bond programs • Partner with a high-performing team to navigate complex loan scenarios and support diverse borrower needs