Equity Solutions Specialist

All of us at Chartway stand united in our strong culture of listening and learning. We treat people with respect, integrity, and kindness, and are committed to continuously developing a diverse and inclusive workplace where team members are empowered to be their authentic selves. All backgrounds, viewpoints, and life experiences are welcome, knowing this commitment strengthens our credit union family and communities.

About the role

The Equity Solutions Specialist reports directly to the Equity Operations Manager and is responsible for the equity solution process. This includes working equity referrals from retail team members, taking inbound calls from members, and working online applications. The team member must have a working knowledge of the different equity products we offer and the ability to recommend a product depending on a member’s unique situation, including referring to a 1st Mortgage Loan Officer if appropriate. They must have knowledge of real estate compliance, including what constitutes an application and when disclosures are required. The team member will serve as a liaison between the member, the credit officers, equity processors, and funder, and will assist members in obtaining loan support documents, payoffs, and with loan closings.

Responsibilities

• Create an environment of exceptional member service that provides sound recommendations for products that meet our members' needs; refer to other partners including 1st mortgage MLOs and retail if it is the best solution for our members.
• Develop and build relationships with Chartway’s member base through proactive outreach and follow-up.
• Proactively collaborate and communicate with the branch team, equity team, credit officers, and other departments to successfully find solutions.
• Assess the effectiveness of internal processes through a variety of methods and recommend solutions to improve the member experience.
• Understand and adhere to lending regulations, including TILA, RESPA, TRID, ECOA, HOEPA, and HMDA.
• Manage pipeline of referrals and applications in process, ensuring timely responses and follow-up.
• Collaborate with credit officers to provide complete, accurate applications for faster decisions.
• Serve as a member service liaison, providing a personal experience and limiting the number of touch points our member has with the credit union.

Requirements

• Bachelor’s degree or equivalent experience.
• 3-5 years of lending experience, including understanding credit reports, application process; equity lending experience preferred.
• 3-5 years of experience in providing top-notch customer service, imaginative problem resolution, and relationship building.
• Good credit history for consideration.

Skills

• Ability to develop strong relationships in a warm and professional manner.
• Excellent oral, written, and communication skills.
• Ability to respond, establish, and maintain control when handling challenging situations.
• Excellent organizational skills, including managing a wide variety of activities, defining pitfalls, proposing and implementing effective solutions, while being able to set and re-adjust competing priorities and specialized product offerings.
• Strong sense of ownership and ability to meet deadlines.
• Knowledge and embodiment of diversity and inclusion best practices; ability to work collaboratively with individuals and groups from various identities, cultures, and backgrounds.
• Willingness to take on new challenges in a dynamic and changing environment and work gracefully under pressure.
• Strong analysis and problem-solving skills.
• Proficient with MS Office - PowerPoint, Word, and Excel.
• Able to handle confidential information with discretion.
• Knowledge of credit union policies, procedures, and processes related to the credit union and the products and services it offers.
• Ability to obtain FiCep Certification.

Benefits

Chartway offers a competitive salary and a comprehensive benefits package.