Inbound Central Consumer Loan Officer

About the role

Work from Home! Provide information on credit union products and services to members in accordance with all credit union policies, procedures, and Federal and State regulations. Collate and analyze individual financial information to support the loan decisioning process, evaluate and recommend loan approvals, denials, counteroffers, loan modifications, and debt restructuring based on individual circumstances and data. Process required forms and related documentation for consumer loan products, partner with underwriters to approve or deny loan applications within prescribed parameters, and promote credit union products and services.

Duties and Responsibilities

• Interview consumer loan applicants and assist members in completing loan applications over the phone or electronically.
• Collate, analyze, and evaluate information and documentation in support of loan applications.
• Evaluate borrower character, collateral, capacity to repay, and credit position as part of the loan decisioning process.
• Calculate debt‑to‑income ratios, collateral needs, and payment plans for consumer loan applicants.
• Correspond with members, applicants, and creditors to resolve questions regarding application information.
• Provide information on consumer loan products that best meet the member’s individual needs and circumstances.
• Help recommend loan pricing, terms, and amounts for individual borrowers.
• Recommend loan approvals/denials, counter‑offers, and deviations from conventional loan structure and pricing.
• Manage the loan closing process with customers.
• Consult with members and the public about asset purchase, credit management, budgeting, debt restructuring, and financial planning issues.
• Notify applicants of loan decisions and inform prospective borrowers of loan commitments.
• Review regulations as they apply to installment loan security agreements.
• Make outbound calls to members to solicit loan applications.
• Provide exceptional member service and abide by all applicable policies, procedures, and regulations.
• Work proactively to build relationships necessary to meet set goals for the position.
• Effectively assist members through the loan application and approval process, educating them about loan issues as needed.
• Prepare loan documentation for processing, ensuring it is complete and accurate.
• Assist in managing risk through diligence in the information‑gathering process.
• Provide timely, service‑oriented feedback to applicants regarding the status of their loans.
• Perform assigned loan prospect calls to assist in meeting goals for the position.

Knowledge, Skills, and Abilities

• Knowledge of the consumer loan application process and consumer credit.
• Ability to collate and analyze individual borrower financial information.
• Receive inbound calls and internal referrals to help members with loan products or service‑related issues.
• Collaborate and partner with other departments such as Underwriting and Loan Servicing to fulfill loan requests.
• Evaluate information and make recommendations regarding loan pricing, structure, amounts, terms, debt restructuring, and loan modifications.
• Ability to recommend loan approvals, denials, and counteroffers based upon analysis of individual facts and circumstances.
• Ability to build rapport, explain product features and benefits, and persuasively communicate.
• Skills in developing business.
• Proficient PC computing skills, including MS‑Office and loan application software.
• Strong problem‑solving skills.
• Ability to build credibility and trust.

Education and Experience

• High School Diploma or equivalent required.
• College degree in Business Administration, Marketing, Sales, or Finance desired.
• Previous consumer lending, banking, financial consulting, or sales experience desired.
• Experience working in a face‑to‑face customer service/sales environment.
• Experience making outbound calls to solicit business.
• Experience working in a process‑oriented environment with an emphasis on attention to detail.
• Record of success in meeting set, external goals for productivity.

Physical Requirements

• Long periods of sitting will occur regularly.
• Occasional lifting and/or moving of 15 lb or less.
• Use of a computer and telephone required.
• Occasional bending, stooping, or crouching may be required.