Residential Loan Advisor

About the role

Acts as the initial contact for remote members with residential loan inquiries by assisting them in choosing the path that best suits their needs. Works to create an exceptional residential loan onboarding experience for all Home Equity and Home Refinance products by assisting remote members with the application process. Refers all First Mortgage purchase applications to the appropriate Mortgage Loan Officer (MLO). Proactively assists all digital Home Equity members with their application process.

Essential Functions & Responsibilities

• Accepts inbound residential loan calls reviewing and explaining loan options, rates and terms with members providing guidance on which products meet their needs.
• Inputs loan applications into the proper point of sale system to facilitate the loan process.
• Provides initial disclosures on Home Equity and Manufactured Home in a Park (MHIPs).
• Actively returns calls to members with residential loan inquiries within an established Service Level Agreement (SLA) that have entered through the remote or digital channels.
• Promptly responds to member requests, questions, and concerns by finding the appropriate solution.
• Assists members as quickly as possible and assists walk-in members whenever possible.
• Facilitates residential loan transactions by assigning the member to the appropriate Mortgage Loan Officer (MLO) for same day response.
• Promotes a culture of deepening participation by effectively and actively cross selling credit union products and services to meet each member's needs.

Performance Measurements

• Supports and practices Rogue's Vision, Mission, Values and Loyalty Culture. Utilizes the Service Promises with both internal and external members. Embraces Rogue's community involvement program in a positive and proactive manner.
• Demonstrates empathy, self-reflection, and adjustment of own behaviors, displaying effective emotional intelligence.
• Mets or exceeds the minimum established departmental goals in order to assist in meeting the credit union goals and scorecard metrics while providing consistent service to members.
• Positively communicates and practices both oral and written skills with co-workers and members ensuring that internal and external member service is a priority. Practices active listening in communications with others, encourages ideas and feedback giving full attention to listening to understand, not just respond.
• Maintains an understanding of credit union products, services, policies and procedures, as well an understanding of the credit union's mission and vision while providing consistent service to members.
• Ensures all activities within the department are carried out within the expected time frames and completed accurately.
• Adheres to and maintains all credit union promotional, regulatory and policy compliance requirements including compliance with any Federal, and State laws.

Knowledge and Skills

• Experience: Three years to five years of similar or related experience.
• Education: A high school education or GED.
• Must be National Mortgage Loan Service (NMLS) registered to serve in this role.
• Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Other Skills: Good communication and listening skills; proficient in Microsoft Office Applications and other software programs.

Physical Requirements

• Some adjusting or moving objects up to 30 pounds in all directions.
• Must be able to remain in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands and/or fingers while using computer.
• Communicating with others to exchange information.
• Perceiving the nature of sounds at normal speaking levels or without correction.
• Able to receive detailed information through oral communication, and make fine discernments in sound.
• Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal, and extensive reading.

Work Environment

• Normal workday with occasional overtime.
• Exposed to potentially hazardous conditions, i.e., robbery.

Note

• Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer.
• Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class.