Consumer Loan Officer (English/Spanish Bilingual)

Deliver an exceptional Member experience by maintaining the accuracy, integrity, and quality of lending services to optimize Members’ financial health. Leverage critical thinking, problem solving, and high Member contact to provide the correct consumer lending products that best fit the Member’s needs. Fully analyze each loan application and all required lending documents to fulfill loan closings while maintaining updated industry and regulatory knowledge. Use effective assessments of financial needs to create and deliver compliant, mutually beneficial, value-added consumer lending solutions. Increase Member retention, product penetration, and profitability through superior sales skills and product knowledge.

About UFCU

Founded in 1936, UFCU serves members throughout Texas and beyond. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures. Guided by our values:

• Purposefully Member-Obsessed: Driven by empathy to deeply understand our Members’ needs and act in their best interests.
• Possibilities Reimagined: Inspired to courageously experiment, learn, and iterate for positive impact.
• Performance Excellence Rooted in Unwavering Integrity: Champion teamwork, accountability, and continuous improvement while doing the right thing, always.

Responsibilities

Member Experience

• Demonstrate unsurpassed commitment to exceptional Member service and teamwork with each encounter, often going beyond the initial need or concern.
• Provide timely and accurate information, responses, and decisions to internal and external Members.
• Display strong written, spoken, listening, and interpersonal communication skills by clearly and effectively communicating with Members and staff, including timely follow-up on open items.

Sales Performance and Product Knowledge

• Actively seek opportunities to maximize loan volume by demonstrating a strong results orientation and superior application quality.
• Consistently follow up on applications to maximize the number approved/funded.
• Use strong influential and consultative sales skills, analytic ability, and knowledge of UFCU’s ancillary products and services to enhance the quality and depth of Member relationships, increasing Member retention, product penetration, and profitability.

Application Analysis and Loan Documentation

• Income Review:
  • Accurately review, calculate, and confirm income, tax returns, and financial statements.
  • Work with Underwriters to determine appropriate next steps and additional information needed for loan approval.
  • Provide guidance on sources of income that may be included in loan application.
• Application and Loan Documentation:
  • Analyze all application and loan documentation, verify completeness and accuracy of files, and communicate responses to Members, staff, dealers, and others in a courteous and timely manner.
  • Provide Member with correct loan documents and disclosures, process loans with accuracy and efficiency.
• Stipulations Review:
  • Independently ensure that all stipulations set forth by Underwriter are fulfilled appropriately.
  • Perform all needed follow-up with Member or other parties to act on stipulations to completion.
  • Identify and escalate any issues of risk or fraud to the appropriate Lending team members.

Communication and Follow-Up

• Collaborate with various team members within the lending department and across the organization.
• Apply a commitment to excellent Member service and strong interpersonal skills to build and maintain positive relationships with team members, internal partners, and various vendors.
• Maintain professional, clear, and effective spoken and written communication with Members, potential Members, business partners, and staff; consistently exhibit tact and diplomacy in all communication.
• Provide prompt follow-up to resolve problems and/or respond to inquiries; provide updates or correct audit errors within an allotted appropriate time.
• Follow up on applications to ensure funding occurs in a timely manner.

Ongoing Industry Learning and Development

• Demonstrate a commitment to ongoing learning and development through various means to ensure role competency.
• Maintain current knowledge of industry trends and regulatory updates.
• Possess superior technical skills and actively seek opportunities to improve skillset.

Other

• Adhere to all company policies, procedures, and business ethics codes.
• Complete required regulatory training as assigned.
• Maintain strict adherence and compliance to all laws, rules, regulations, and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC, and Fair Lending regulations.

Requirements

Knowledge

• Expert knowledge of consumer lending products, regulations, services, and process.
• Basic knowledge of consumer credit laws and regulations related to loan products.
• Competence using Microsoft Office Suite products.

Skills

• Strong influential and consultative sales skills.
• Strong analytical and creative problem-solving skills with attention to detail.
• Exceptional interpersonal, spoken, and written communication skills, with the ability to communicate effectively with borrowers and colleagues.
• Excellent customer service skills and ability to quickly establish rapport and trust over the telephone and via email.

Abilities

• Ability to use loan origination software to efficiently perform job functions.
• Strong results orientation; able to consistently meet or exceed goals.
• Ability to effectively multi-task and excel in a high-stress environment.
• Ability to manage time effectively and handle high volume of inbound leads.
• Ability to present ideas and thoughts clearly and concisely.
• Ability to deliver presentations with persuasiveness and confidence.

Competencies

• Adaptability
• Building Member Loyalty
• Building Partnerships
• Communication
• Emotional Intelligence
• Focus on Results
• Influence

Qualifications

Minimum Qualifications

• High school diploma or equivalent.
• Minimum of three (3) years of general sales or customer service experience.
• Experience in loan application entry and application review.
• Experience working with changing priorities and deadlines.
• Must be bondable.

Preferred Qualifications

• Bachelor’s degree in business, finance, or related field.
• Minimum of three (3) years of experience in financial products sales.
• High-volume call center experience.
• Credit Union or financial industry experience.
• Bilingual in English and Spanish.

Physical Demands

The physical demands described are representative of those an employee must meet, with or without accommodation, to perform the essential functions of this job.

• Frequent sitting; use of hands to finger, handle, or feel; reaching with hands and arms; and talking or hearing.
• Specific vision abilities required include close vision, distance vision, peripheral vision, and ability to adjust focus.
• Extensive use of the telephone and virtual communications platforms to communicate information, requiring accurate perception of speech and clear speaking abilities.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.

• This position requires frequently working onsite at UFCU Plaza in Austin, Texas.
• May involve periodic stressful conditions.
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
• Frequent computer use at a workstation of up to two hours at a time.
• The noise level in the work environment is usually moderate.