Virtual Loan Center Representative

Duties and Responsibilities

• Ensuring the financial safety, soundness, and security of the credit union and its membership by completing tasks with due diligence
• Within a call center environment, answer incoming phone calls within targeted call metric goals
• Reaching out to both members and non-members to uncover loan opportunities
• Routinely following up on active loan inquiries and applications
• Sets proper expectations with applicants to guide them through the loan process from application to funding
• Identifies and creates opportunities to present other credit union loan products or services by actively cross-selling & counseling prospects
• Sells ancillary loan products, including but not limited to: GAP, vehicle service contracts, life, disability, and involuntary unemployment
• Gathers required supporting loan documents from applicants electronically
• Clearly and proactively communicates with underwriting to clarify the creditworthiness of applicants
• Satisfies loan conditions as assigned by the underwriting team
• Performs necessary actions to ensure timely loan closing and member satisfaction scores greater than or equal to 90%

Qualifications

• General knowledge of loan policies including but not limited to Truth in Savings, Truth in Lending, Bank Secrecy Act, and anti-discrimination legislation
• General knowledge of basic call center policies and telephone etiquette
• Knowledge of consumer and residential lending practices
• Excellent interpersonal, communication, and public relations skills
• Professional appearance and attitude
• Strong organization and follow-up skills
• Sound decision-making and judgment with attention to detail and accuracy
• Ability to interpret information work independently and/or as part of a team and be able to adapt to the fast-changing environment to accomplish individual and team goals and meet deadlines
• Basic personal computer skills and proficiency in Microsoft Office
• Ability to perform in a fast-paced environment
• Willing and able to work remotely if needed
• Ability to maintain confidentiality with member information
• Experience: 1+ years of direct lending, banking, or financial sales experience in a related field. 2+ years of previous sales experience is required within a retail, banking, or call center environment