IC Loan Sr Specialist

About the role

Provide Service Excellence to members during all aspects of the loan origination process for Consumer Loans and Mortgages, as required. This includes answering general questions regarding loans in process, taking and processing applications, as well as answering general questions related to loans and the loan process. Taking additional call types will be required at times due to business needs. Assist other staff in the Loan Team Hunt Group and take ownership of and resolve more escalated situations and complaints. As assigned, perform Side-by-Side, mentoring and support to staff with additional performance development needs. Collaborate with Assistant Manager and Performance Lead to develop effective coaching strategies and improve staff member performance. Demonstrates a high level of understanding and proficiency in all DCU products, services, processes, and procedures. Proven ability to identify member's needs and effectively cross sell appropriate products and services. Effectively deescalate member complaints and assist staff members in efficient issue resolution. Assists in operations by performing duties as assigned by management including providing team communications, facilitating team operations and providing additional coaching support. Supports DCU's mission, vision and business goals and promotes those behaviors among their peers.

What You'll Do

• Answer inbound phone calls daily as needed and as assigned.
• Efficiently assist members with inquiries about DCU loan products and the application process and other calls related to loan questions.
• Proficiently originate and process consumer loan applications for automobiles, personal loans, and credit cards.
• Review credit reports and determine loan eligibility through automated underwriting and/or Loan Officer review.
• Review required applicant documentation including income verification, purchase agreements etc.
• Adhere to borrower/lender compliance requirements and DCU's internal policies and procedures.
• Complete required training on compliance, DCU products/services and lending guidelines.
• Support DCU's Success Sharing Goals by referring and cross selling other DCU products and services.
• Achieve job expectations for schedule adherence, call efficiency, sales goals and other metrics.
• Become registered through the Nationwide Multistate Licensing System to obtain Mortgage Loan Originator licensing.
• Answer general questions for and originate Mortgage and Home Equity applications.
• Participate in performance development by being receptive to constructive coaching feedback from Assistant Managers and Performance Leads.
• Foster teamwork and strive to strengthen relationships between the Information Center staff and staff in DCU's support departments.
• Accurately process transactions, file maintenance and all other member requests.
• Make process improvement recommendations in an effort to improve the efficiency of operations in the Information Center and/or other areas of the Credit Union.
• Completes all work with a high degree of accuracy and efficiency.
• Advanced job knowledge of DCU products, services, policies and procedures.
• Performs Side-by-Sides, mentor and staff development activities for Consumer Loan/Mortgage Origination and Loan Status skills as assigned.
• Performs additional responsibilities such as; special projects, team communication, team engagement, team reporting, additional coaching, outbound calling, Loan error resolution and auditing.
• Provides coverage and support to internal staff via the LOT Hunt Group including handling escalations as assigned.
• Participates in setting coaching priorities and strategies with Assistant Manager and Performance Lead.
• Perform other job-related duties as assigned or requested.
• Complies with regulatory compliance and assigned training requirements.

Qualifications

• High School diploma or equivalent.
• Minimum 12 months experience in the Information Center.
• Consistently exceeds expectations for statistical metrics, referral and sales goals, quality assurance scores, and other assigned goals.
• Completes trainings and demonstrates ability to handle all Loan Team skills with a high degree of proficiency.
• Understands and follows all policies and procedures.
• Proven aptitude for supporting, mentoring and peer coaching of Information Center staff.
• Demonstrated ability to support, motivate, and encourage team members as they provide service to members.

Skills

• Strong interpersonal skills.
• Excellent verbal and written communication skills.
• Strong technical skills, including proficiency in MS Office programs and other contact center systems.
• Strong troubleshooting, multitasking, organizational, and time management abilities.

Pay

Target Compensation $25.48 - $30.53 per hour

Schedule

Monday - Friday 8:00am -5:00pm with rotating 1:00-10:00pm shift per week and one Saturday a month

Benefits

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually
• Paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)