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Form of workJob Description
Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following:
- Full-time employees receive 100% paid health, dental & vision insurance
- Earn incentives up to 15%, depending on position
- 401K plan with employer matching funds up to 5%
- Tuition reimbursement
- Gym membership reimbursement
- Paid time off for holidays, vacation, and sick days
- Diverse and inclusive workplace
- Credit Union West membership and discounts
Be part of our award-winning team!
Position Summary
Enhances the quality of life for our members by meeting or exceeding their service expectations. Provides high quality service, defined as ensuring prompt and accurate loan processing and fund disbursements while identifying and recommending additional member benefit needs in an inbound call center environment. Originates consumer and home equity loan applications for credit decisions. Responsible for preparing, and verifying loan documents, funding, and disbursing approved Consumer Loans. Produces and completes membership share accounts for new members. Delivers loan paperwork, distributes loans to branches, and coordinates loan related appointments and closings with branch personnel. Communicates with related team members and applicants to explain credit decisions and to obtain additional loan information and documentation. Prepares applications and presents loan requests to Loan Officers and Lending Managers for loan decisions. Multi tasks incoming calls, pipeline queue management, assigned duties and loan follow up.
Essential Functions & Additional Responsibilities
30% - Inbound Phone Center Customer Service– Develop new relationships and maintain existing relationships - working with customers throughout the loan life cycle. Reach out to lien holders, sellers, buyers, and others involved in loan transactions to ensure timely and accurate closing and settlement. Responsible for providing timely and accurate information, responses, and decisions to internal and external members. Resolves (or refers) requests and problems promptly and courteously. Answers member questions pertaining to promotions, loans, balances, and payoffs. Ensures that members’ requests and questions are promptly acknowledged and resolved. Maintains privacy of member account information. Ensures that the Credit Union’s quality reputation is maintained and projected.
25% - Loan Production and Queue Management – Manage the life cycle of the loan while complying with all laws and regulations. Learn how to utilize credit underwriting techniques, loan policy, lending manuals, reference materials and available tools required for loan processing. Educate customers on the terms and conditions of their loan to ensure a clear understanding. Interview members to analyze and discuss member’s overall financial position, credit, collateral evaluations and assist in all aspects of the lending process. Actively and consistently seeks qualified opportunities to increase loan volume. Prioritize work to achieve funding goals and maintain above average closing ratios.
20% - Loan Add-On Product Sales and Cross Sales – Maintains a product knowledge level that supports a needs-based referral and selling program. Actively listen to members to identify needs and cross-sell accordingly. Deliver results related to individual and department sales goals as well as customer expectations. Consistently present optional products such as Gap/DPW, mechanical breakdown protection, and debt cancellation. Provide financial solutions, based on customer needs that meet their goals. Overcome objections and present appropriate solutions for member’s needs and enhance the quality and depth of member relationships and profitability.
10% - Communication and Coordination – Keeps management informed of area activities and of any significant problems. Distributes loans to branches. Supports and assist personnel as needed. Attends and participates in meetings as required. Completes loan file maintenance and reports promptly and accurately. Completes assigned paperwork for Lending Managers, Loan Officers and Lien Filing Specialists.
10% - Specialist II Duties – Assists with training of new team members. Exceptional at troubleshooting and problem solving. Assists with loan packet audits. In depth knowledge of title packet procedures and requirements. Processes hardship loan rewrite requests. Provides Management with recommendations for improvements to established procedures.
5% Performs other duties as assigned.
Education:
Equivalent to a two-year college degree or completion of a specialized course of study at an accredited educational facility preferred.
Experience:
1-3 years of experience, preferably in a Credit Union or financial institution.
Skills & Competencies
• Live the mission, vision, and core values of the credit union.
• Able to communicate effectively and tactfully with employees and members both orally and in writing.
• Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
• Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.
• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
• Thorough knowledge and understanding of organization’s Employee Handbook and policies.
• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to: U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.
