Consumer Loan Service Delivery Representative II

What You’ll Be Doing

Serve the Membership by providing World Class Personal Service, supporting Members Consumer Lending needs primarily via the phone by completing various consumer lending transactions, submitting consumer loan applications for decisions, gathering relevant loan documents and providing Members with consumer lending information and recommendations.

Serves at an intermediate level of technical knowledge within the department for level I teammembers.

• Deliver World Class Personal Member Service in a caring, enthusiastic, professional and efficient manner, while contributing to Consumer Lending goals on accuracy and service quality.
• Serving the Membership over the telephone by answering and processing intermediate level Member consumer lending transaction requests, submitting loan applications, funding personal loans, credit cards, detailed ancillary knowledge, and provide consultative product and service information to Members.
• Accurately present information and perform tasks associated with originating (applications), processing and funding of various consumer loan products offered by the Credit Union including requesting and gathering relevant documents from Members (registration, income, purchase orders, etc.

entering data to complete transaction and conveying approximate processing times.

• Prepare loans for funding, ensuring all documents and funding terms are correct and forms (if applicable) are properly signed.
• Has an intermediate knowledge of consumer lending product and services including all DMV transactions and ancillary insurance products to effectively refer Members to the appropriate area.

Identify needs and make recommendations for Members requests.

• Communicate all consumer loan decisions (approvals and denials) to Members, advise them of all requirements necessary for loan approvals.
• Handles moderate escalations (i.e. loan denial questions; intricate product questions, etc.) and prevents Members from escalating by utilizing soft skills and intermediate de-escalation skills.
• Assist with training of new and existing team members. May assist with call transfers from level I representatives.
• Advocate for Members and be willing to escalate calls as appropriate and solicit help as needed from other departments.
• Maintain confidentiality of credit union and Member records.
• Communicate well both verbally and in writing, effectively share information and ideas with others, and demonstrate good listening skills.
• Provide consultative services to Members regarding credit union products and services by assessing the Member's needs and addressing their concerns.

Additional Job Functions

• Performs other duties as assigned
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.

Failure to do so may result in disciplinary and other employment related actions

Qualifications

• High School Diploma or GED required
• 1-3 years previous related experience required

Knowledge, Skills, and Abilities

• Concentrates on caller
• Listens without interrupting
• Intermediate level knowledge of consumer lending products and services
• Basic knowledge of Real Estate products and services
• Asks questions to clarify and verify information
• Recaps transaction to ensure understanding
• Identifies essential information
• Enters information quickly
• Displays expected level of accuracy
• Summarizes transaction clearly and concisely
• Uses correct terminology
• Excellent oral and written communication
30+ days ago