IC Loan Sr Specialist

Essential Functions

• 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.
• Perform Side-by-Sides, mentor and staff development activities for Consumer Loan/Mortgage Origination and Loan Status skills as assigned.
• Perform additional responsibilities such as; special projects, team communication, team engagement, team reporting, additional coaching, outbound calling, Loan error resolution and auditing.
• Provide coverage and support to internal staff via the LOT Hunt Group including handling escalations as assigned.
• Participate 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.

Essential Skills

• High School diploma or equivalent
• Minimum 12 months experience in the Information Center. 12 months lending experience preferred.
• 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.
• Demonstrated ability to support, mentor and peer coach Information Center staff.

Additional Eligibility Requirements

• 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.