Contact Center Lending Specialist (On-Site) - Kendall

Duties

• Process inbound, outbound, and online loan applications, ensuring complete and accurate documentation.
• Educate members on credit union loan products, including auto loans, personal loans, credit cards, and refinancing.
• Conduct outbound calls for loan follow-ups and pre-qualified offers.
• Meet or exceed goals for Credit Life & Disability Insurance, GAP, and MBP products.
• Review and validate income using pay stubs, tax returns, and employment documentation.
• Communicate with members to request and obtain missing documents to complete loan applications.
• Enter and verify credit reports, collateral details, and other application data.
• Support loan servicing tasks, including payment modifications, payoff requests, and force-placed insurance verifications.
• Process loan cancellations and refunds for protection products (e.g., GAP, MBP).
• Maintain and monitor lending queues to ensure timely loan application follow-up and closure.
• Work with internal underwriting teams to resolve discrepancies or exceptions.
• Work across multiple systems, including MeridianLink, Symitar, Allied Solutions and Alkami.
• Identify and escalate potential fraud concerns to appropriate internal teams.
• Ensure compliance with consumer lending laws, internal procedures, and risk controls.
• Provide alternative solutions for denied applicants, such as reapplication guidance or credit-building options.
• Handle electronic member communications related to lending (email, fax, etc.).
• Stay current on financial regulations, underwriting changes, and internal policy updates.

Qualifications

• A high school diploma or equivalent is required.
• A minimum of 2 years of experience in a customer service or loan processing role is preferred.
• A strong understanding of credit union lending policies and regulatory guidelines is essential.
• Strong communication skills, both verbal and written, are necessary.
• Ability to work independently and manage multiple tasks simultaneously is required.
• Bilingual proficiency in Spanish/Creole is preferred.