Schedule:
Mon – Sat Flex
Overview:
Consumer Loan Processors must be skilled and knowledgeable in all facets of AFCU products and services, such as New Accounts, all consumer loans, and deposit accounts. Works in a sales-focused environment, while providing exceptional service to current members and potential members, responding promptly and courteously, so the highest standard of service is perceived. Responsible to claim and process applications for all types of consumer loans. Interviews, and reviews applications for completeness and accuracy. Evaluates credit and personal information to determine eligibility, detect fraud, and properly identify and resolve red flags. Communicates decisions, terms, and conditions, explains credit policies, obtains, and verifies additional loan information and documentation necessary to close and fund loans, including in-depth knowledge of titling procedures and processes within the credit union. Must maintain personal queue. Conducts ongoing support, follow-up, and onboarding utilizing all channels of communication, which includes phone, text, email and written. Establishes and builds member relationships by identifying members’ needs, to determine additional financial opportunities with the Credit Union. Educates members of specific products tailored to their needs to enhance their experience and encourage loyalty. Ability to attain and exceed expected baselines in sales and service. Supports marketing and lending initiatives, such as lead generation, by proactively soliciting additional business for the Credit Union.
Responsibilities:
Under the direction of the manager, the Consumer Loan Processor establishes and maintains the effective development of Member Relations, and professional performance of member service functions.
- Professional and courteous interactions via all communication channels, including phone, text, e-mail, and written.
- Prompt response to applications for membership, and extension of credit.
- Timely and consistent follow-up.
- Knowledgeable, informative, and accurate.
- Appropriate referrals and recommendations.
- Responds appropriately, and empathetically to service concerns, questions, or complications, seeking resolutions to benefit members and the Credit Union, in a prompt, professional manner.
- Responds promptly to member communication via email, call, or text.
New Accounts, Loan Processing, and Fulfillment.
- New account functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
- Loan processing and insurance functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
- Consistently claims applications/requests from queues to be worked.
- Completes follow-up communication and manages personal queue.
- Explains credit policies, and informs members of all details, rates, fees, terms, and conditions specific to their account/loan, so they understand the agreement.
- Properly explains, sends, and receives any additional documentation necessary to close and fund accounts and loans, utilizing all channels of communication.
- Evaluates credit, and applicant information to determine eligibility and detect fraud.
- Completes appropriate actions, duties, and documentation to resolve red flags, and establish practices are adherent to policies, procedures, and matters of compliance.
- Educates members of all services, resources, and benefits applicable to their account(s), to strengthen relationships and foster loyalty.
- Reviews applications for quality assurance, with an objective to reduce, and eliminate errors, and avoid potential violations or fines.
- Obtains all necessary documentation to complete title processing ensuring the credit unions lien can be obtained.
- Facilitates closing, sends, and receives documents via multiple channels, obtains signature via DocuSign, and mail.
Expansive knowledge and understanding of Credit Union products and services to meet/exceed established sales goals and baselines.
- Understands lending criteria, and approval limits to evaluate loan applications and credit to make appropriate. recommendations for additional loans, products, and services, so the member and Credit Union both benefits.
- Research and evaluation of credit to perform comparisons between rates, terms, and products to identify opportunities for sales, refinances from other institutions, and determine effective sales approach.
- Promotes insurance options, and additional services offered to members, providing proper explanation, so benefits are easily understood.
- Promotes additional deposit products, electronic services, payment and transactional options, and various tools and apps available.
- Personal use/understanding of products and services to properly convey features and benefits.
- Committed to support credit union goals and objectives.
- Participates in campaigns and marketing strategies.
- Highly motivated, self-driven, and goal oriented.
- Diligently retrieves incoming requests and applications, effective queue management to accomplish established goals for service and sales.
- Assesses members’ current financial needs by using effective relationship building. Offers products and services suitable to improve their financial well-being.
- Meets all statistical goals and requirements related to processing Consumer Loans, New Accounts, and closing/funding of the loans. Proper steps taken follow procedures and policies to mitigate and prevent fraud.
- The credit union’s professional reputation is maintained and conveyed.
Establishes and maintains the effective and professional performance of assigned clerical functions.
- Prompt and timely funding of accounts and loans upon receipt of closing documents and agreements.
- Proper documentation is completed, saved, and submitted timely.
- Responds to all member inquiries in a prompt, courteous, and professional manner.
- Ensures documentation is saved, and stored properly.
- Accurately posts data to fund accounts and loans.
- Prepares pay-off checks, and overnight delivery.
- Orders cards, PINs, checks.
- Assists to establish direct deposit, automatic transfers, and payments.
Establishes and maintains the related duties as required or assigned.
- Organizes and maintains personal queue.
- Attend and participate in meetings as required.
- Stay informed regarding legal and regulatory changes.
- Keep work area clean, secure, and well maintained.
- Complete special projects as assigned.
- Complete assigned trainings, and exams.
- Assists all other employees in department operational duties as needed.
Qualifications:
Training/Education/Certification:
- High school graduate or equivalent.
- New Accounts Training.
- Lending Training or equivalent experience.
Required Knowledge:
- Thorough knowledge of Credit Union products, services, policies, and procedures.
- Knowledge of credit union lending procedures and LoanPro.
- Is competent in all essential computer applications required for the development of Credit Union business, and related to increased profitability of Credit Unions.
- Understanding of Member Development techniques.
- MS Office software applications.
- Lending Classes complete.
Experience Required:
- Minimum of 2-5 years of progressive credit union experience a must, preferably in areas where product promotion, sales (in person and over the phone) and superior member service skills were demonstrated.
- Must have 1-2 years of loan processing experience.
- New account and loan experience.
- Excellent communication skills and public relations skills.
- Strong problem-solving skills.
Skills/Abilities:
- Excellent communication.
- Professional appearance, dress, and attitude.
- Efficiency, accuracy, and interpersonal skills are vital to the successful execution of this position.
- Strong organizational and problem-solving abilities.
- Attention to detail.
- Ability to operate related computer applications, WDE phone software system, smart fax, and all other applicable systems.
- Goal and Sales oriented.
- Highly motivated and able to motivate others.