Summary
Continually monitor web-loan queue and answer incoming phone calls to interview members for loans and input applications. This includes reviewing personal & credit bureau information, loan policy/guidelines and looking for other loan opportunities (with competitors), to bring over to FFCU. Evaluate best loan options available and submit loans. Resolve problems, answer member questions and inquiries and identify/recommend additional products and services to benefit the members.
Essential Functions
40% 1. Interview members over the phone to collect relevant information to input into ELA system. Explain all loan options, types and rates for the best loan option for FFCU members. Review credit guidelines and generate credit bureaus to screen for opportunities (with competitors) to bring over to FFCU and offer additional products and services. Ensure member is well-informed of all steps and processes needed for qualifying for the loan. Actively look for opportunities to cross-sell FFCU ancillary loan products such as GAP, credit life & disability, etc. to each member.
40% 2. Regularly monitor the web-loan queue for incoming loans and handle in between phone loan calls. Review loans for all needed information and which type of loan will work best for the member. Contact/call back member if needed for any corrections, more information or to offer additional products based on their credit bureau or financial situation.
10% 4. Scan all necessary documents accurately and complete/assist in monthly reports in a timely & accurate manner. Respond to all internal members and management requests in a prompt and positive manner. Keep supervisor informed of any significant problems or concerns. Complete required reports and records accurately and promptly. Cross train and mentor other employees. Be able to assist other lending programs as needed.
Non-essential Functions
10% 1. Other duties as assigned. May perform a variety of miscellaneous tasks including typing, filing, scanning, computer input & answering the telephone. Attends meetings and actively participates.
Expectations
- Monthly loan goals will be established and expected to be met through sales and service efforts on the phone and through the web-loan queue. Fast and friendly member service is expected with all member interactions.
- Loans should be input correctly and in accordance with established loan policies, procedures and service standards.
- Ensure Members' questions/concerns are answered promptly. Establishes a rapport with internal & external members.
- Generate required reports and records are accurate, complete and timely.
- Ensure the CU’s professional reputation is maintained and protected at all times.
Qualifications
Education: High school diploma or equivalent.
Experience: 2 years financial institution experience, preferably with at least 1 year in lending.
Knowledge, Skills, Abilities: Excellent communication and team building skills, problem solving skills, strong follow-through and multitasking skills, ability to interpret and apply guidelines and procedures, math skills, operate related computer applications and business equipment including adding machine, copy and fax machine and telephone.