American Heritage Credit Union
  • Administration Building
  • Philadelphia, PA, USA
  • $16.00 and up
  • Hourly
  • Full Time

We offer an outstanding benefits package, including a 401(k) with a generous company match and a progressive & environmentally friendly work environment.

American Heritage Credit Union, a $3.8+ billion credit union, has an immediate opening for a Loan Help Desk representative. This position will assist the branches with complex loan servicing issues such as canceling loans, coupon orders, and due date adjustments.


  • Interact with Branch and Lending Staff to assist with member requests for various loan issues such as payment adjustments, coupon book orders, payment method changes that may affect interest rate, setting up EFT Transfer records, setting up auto transfer records, closing MasterCards and MasterCard shares
  • Remain active in the LOS system by performing test scenerios to evaluate all changes to be made in the LOS and report all results to Lending System Administrator.
  • Provide assistance with Meridian Link Loan Processing in the following areas:
    • Transaction failures
    • Disbursement issues
    • Documentation errors
    • Corrections to LOS and Symitar
    • Processor changes
    • Payment protection user changes in LOS/Core systems
    • Guaranteed Auto Protection (GAP) and Mechanical Breakdown Protection (MBP) corrections
  • Maintain aspects of the Helpdesk Ticket system by:
    • Adhering to department standards on turnaround time for ticket response and resolution
    • Maintaining workflow
  • Perform the following credit card maintenance:
    • Proper payoff processing of credit cards
    • Review weekly reports to determine status of duplicate credit cards.
    • Limit reduction
    • Promo rate issues
    • Transaction corrections (cash advance errors)
    • Secured MasterCard share transfer and Share closing.
    • Closing of MasterCard loan records in Symitar
  • Perform the following report reviews:
    • Weekly duplicate credit card report
    • Weekly loan checks disbursement issues
    • Weekly holiday/vacation loan setup
    • Weekly loan setup issues between LOS and core system
    • Other reports as assigned.
  • Provide assistance to the Asset Recovery department assistance in the following areas:
  • Recasting non-sufficient funds payments and apply to general ledger (GL) or point of origin.
  • Due date adjustments
  • Perform Skip-a-Pay exception processing due to loan closure/payoff, loan delinquency, bankruptcy, exception processing based on proper criteria, fee refunds due to Skip-A-Pay failures (eg. loan paid off, delinquency, bankruptcy, etc.).


  • At least one to three years of experience in consumer loan processing.
  • One to Two years' experience in a lending department or branch office of a credit union or a financial institution.
  • Work requires basic knowledge of consumer loan processing and policy, credit granting criteria, interest rates and how they are computed, and required documentation for each type of loan.
  • Strong knowledge of all necessary systems such as Microsoft Office (Outlook, Word, Excel), Help Desk Ticket System, Symitar, Meridian Link.
  • Professional, well-developed interpersonal skills essential for servicing members and staff while projecting a positive image as representative of the Credit Union.
  • Requires judgment to apply broader aspects of established practices to situations, which go beyond clear, concise guidelines.

Our commitment to your success is enhanced by our competitive rate commensurate with experience and an extensive benefits package including paid time off, health benefits, 401(k) with a generous escalating company match, and future growth opportunities within the company. We work to maintain the best possible professional and environmentally friendly atmosphere for our employees.

To be considered, correspondence should include a resume listing job history and salary expectations. Please be advised that credit, criminal, employment, drug/alcohol testing and education background checks are conducted on potential candidates. All new hires are required to show proof of vaccination status against COVID-19 prior to employment with the Credit Union and/or its subsidiaries. Exemptions to this requirement will be considered on a case-by-case basis in accordance with applicable law. All resumes will be reviewed, but only competitive candidates will be contacted for further conversation.

** Come experience why American Heritage Credit Union is a award winner in the Philadelphia Business Journal Best Places to Work contest!! ** WE OFFER YOU THE RIGHT FINANCIAL SOLUTIONS BECAUSE YOU ARE FAMILY.


American Heritage Credit Union
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