Consumer Relationship Officer

Overview

The Consumer Relationship Officer (CRO) works directly with existing members to educate them on Northwest Federal Credit Union products and services. By making outbound phone calls, the CRO fosters relationships, follows up to ensure members’ credit union needs are satisfied, and cross‑offers products and services that may benefit them. The CRO completes loan applications, collects required documentation, and coordinates loan decisions and disbursements with the Consumer Lending Underwriting and Processing teams.

Responsibilities

• Outbound calling to 350+ members each month to educate on available Credit Union products and services.
• Recognize and pursue cross‑selling opportunities on Credit Union products and services.
• Create future touch points and complete timely follow‑up for all leads.
• Complete loan applications and submit them to the Consumer Lending Underwriting Team for decisions.
• Coordinate loan disbursement with the Consumer Lending Processing Team.
• Meet monthly loan production targets and closed‑referral goals as directed by management.
• Adhere to NWFCU policies, procedures, and regulations pertaining to the Bank Secrecy Act (BSA).

Qualifications

• High school diploma or equivalent.
• Minimum 2 years of experience as a consumer loan officer, consumer loan processor, or equivalent experience.
• Experience reading and deciphering Equifax credit reports.
• Ability to work Monday‑Friday 8:30 AM – 5:30 PM, with evenings and Saturdays as needed (time will be offset).
• Knowledge of Consumer Lending regulations, policies, procedures, Credit Union BSA, and other compliance requirements.
• Proven record of meeting sales goals in a high‑pace, detail‑oriented role.
• Proficiency with standard office equipment and systems.
• Ability to review, analyze, and interpret data and documentation.
• Effective oral and written communication skills.
• Self‑driven, able to work independently to achieve sales goals.
• Collaborative team player with strong confidentiality practices.
• Excellent customer service skills, accuracy, and detail‑orientation.
• Quality‑focused mindset.

Compensation

This sales role includes a base salary plus a monthly incentive plan tied to new loan production goals, ancillary sales, and closed referrals on other credit union products and services. Incentive payments are made monthly and replace an annual corporate bonus payout.

Schedule

Standard work hours are Monday through Friday, 8:30 AM – 5:30 PM, with occasional evenings and Saturdays as needed (time will be offset).