Contact Center Lending Advisor - $2,500 Committment Bonus

About the Role

In a contact center environment, take incoming calls to speak with members about first mortgage loan products and services, as well as enter consumer loan applications in conformity with all applicable regulations including credit union policies and procedures.

Responsibilities

• Consistently and accurately discuss first mortgage and consumer loan products and services.
• Explore and evaluate member financial needs and make recommendations to help them achieve their financial goals.
• Enter all loan applications accurately and completely.
• Prepare consumer loan applications for disbursement.
• Answer incoming calls and perform account inquiries and transactions as needed.
• Use cross-selling techniques and lending knowledge to discuss additional products and services.
• Make positive contributions to the team and department.
• Meet and/or exceed all individual, team, and department performance metrics and goals.
• Comply with all published enterprise-level policies and procedures, including Risk Management policies.
• Complete all required ongoing enterprise-level training, including BSA, OFAC, and Information Security.
• Report all Risk Management Policy violations in accordance with policy.

Qualifications

• Detailed knowledge of consumer loan policies, procedures, workflows, and guidelines.
• Continued knowledge of and compliance with lending guidelines and regulations.
• Strong computer and organizational skills.
• Ability to produce results in a service, goal-oriented, and production environment.
• Excellent written and verbal communication skills.
• Ability to quickly and professionally adjust in a high-paced and constantly changing environment.
• Act as a team mentor as needed.

Expectations

• Consistently meet or exceed goals defined on the individual performance evaluation.
• Maintain confidentiality of all member and credit union account information.
• Attend training sessions to maintain lending and account skills.
• Ensure that application entry, workflow, product cross-sell, and adherence (time management) guidelines are met.
• Meet or exceed member experience and loan quality standards.
• Actively contribute ideas and suggestions to improve efficiency, loan quality, and service to members.

Requirements

• High school degree required; additional business courses in lending services, products, policies, and procedures preferred.
• College degree preferred.
• Credit report experience with previous lending experience in consumer and mortgage products preferred.
• Experience in a high-volume public contact position at a credit union or other financial institution required.
• Thorough knowledge of financial products and experience in financial sales and a contact center environment required.
• Must be able to be actively registered with the Nationwide Mortgage Licensing System and Registry (NMLS).

Physical Requirements

• Ability to sit for long periods of time.
• Infrequent lifting or carrying of objects up to 10 pounds.
• Ability to speak and hear clearly with reasonable accommodation.
• Must have the ability to accommodate changes in scheduling, working Saturdays, and extended hours.

Pay

Salary Range: $42,550 - $59,657