Consumer Loan Specialist

What is the role?

Deliver service to both internal and external members that is in alignment with the credit union's Service Standards. This position is responsible for taking consumer loan applications for members over the phone. This position requires applications to be reviewed for accuracy, communication with members to discuss the details of the application, collecting supporting loan documents and for loan decisions, updating the application with the final details. Always look for cross-sell and up-sell opportunities, asking the member for additional business. Maximize opportunities to sell products and services to benefit members and enhance the quality and depth of member relationships and profitability. This position includes processing inbound loan requests for HELOCs. HELOC requests will be completed by determining member’s needs, performing the interview process, establishing the intent for the proceeds, collecting required loan documents needed for approval and forwarding to the HELOC Loan Processors for completion.

What will be expected of me?

• Direct Loans:
  1. Review all details of the loan application to determine the decision status. Refer to underwriting when required for final decision. 
  2. Collect and review the required supporting items that are needed for approval 
  3. Refer application to underwriting if changes occur relative to loan amount or any changes that impact loan ratios 
  4. Cross-sell and market Credit Union products and services to increase use of the Credit Union by members and increase lending activities 
  5. Obtain pay offs for external refinances, lease buy-out packages or the purchase agreement for purchase transactions. Review all documents for accuracy.  
• HELOC Loan Requests:
  1. Interview member loan applicants applying for a HELOC to obtain information concerning their loan needs, intent, earnings, and financial condition
  2. Create Loan application ensuring it is complete and initiate loan approval process including collecting verification of income when needed
  3. Collects required loan supporting documents for approved applications
  4. Review supporting documents for accuracy
  5. Cross-sell and market Credit Union products and services to increase use of the Credit Union by members and increase lending activities  
  6. Finalize preliminary details and forwards application to HELOC Loan Processors for completion
  7. Use strong interpersonal skills and influence to consistently achieve sales goals; overcome objections with persuasion and persistence. Quickly identify and construct a counter-offer when the loan amount requested is clearly not supported by income or credit.
• Performs duties according to established department procedures and adheres to Credit Union polices.
• Maintain knowledge of all guidelines pertaining to consumer credit laws, federal, and state regulations to ensure the Credit union is in compliance.              
• Other duties as assigned.

What am I bringing?

Experience/Education:

• 2+ years’ experience in consumer lending, financial services, consultative sales/service, and/or related experience 
• High School Diploma, GED or equivalent work experience
• Knowledge of fiscal management and loan policies and procedures preferred
• Knowledge of real estate financing preferred

• NMLS registration required upon hire

Skills and Abilities:

• Must possess excellent sales skills, with an outgoing personality and a persuasive manner
• Ability to excel in a fast paced, competitive call center environment, and meet goals and deadlines
• Strong organizational, verbal, and written communication skills
• Must be proficient in MS Office products, internet research and various other online applications

• Can be accountable for the completion of assigned tasks and projects with supervision
• Uses judgement, but requires regular supervision or instruction 
• Understands the basic business line and operating environment
• Able to handle problems that are not particularly difficult nor complex

What is the work environment like, and are there physical requirements for this role?

• Flexible, dispersed team environment both on Westerra campus and remote
• Works primarily at desk
• No travel between locations required
• No physical requirements

Salary: in addition to the starting hourly rate of $20.10 - $25, this role is also be eligible for an individual incentive plan that pays out on a monthly-basis. 

What are some of our benefit offerings? 

• Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options
• Two dental plans through Delta Dental
• Basic life and AD&D insurance, short-term disability and long-term disability
• 20+ days of paid time off (PTO) per year
• Anniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY)
• 16 hours of volunteer time off (VTO) per year 
• 11+ paid holidays
• 401(k) that includes up to 6% match
• Up to $5250 per year for educational reimbursement
• 2 weeks of paid parental leave
• Mental health resources including an Employee Assistance Program (EAP)
• Home office reimbursement for hybrid/remote roles
• Individualized learning and development programs

 Application window: please note, applications will be accepted until at least June 18, 2024.