Call Center Loan Representative (Starting pay of $17.50 per hour)

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Job description

Provides financial solutions and counseling to Credit Union members and prospective members via telephone. Presents and explains lending products and services provided by the Credit Union and its affiliates. Initiates and underwrites consumer loans according to Credit Union lending policies and procedures. Actively cross-sells Credit Union products and services. Provides professional, prompt, courteous, and accurate service, and respects the confidentiality of members.

Duties and Responsibilities

• Answers calls in a courteous, professional, and timely manner, providing a prompt, accurate, and excellent member experience.
• Demonstrates good time management skills with regards to calls waiting and loan volume. Minimizes hold times and consistently meets adherence standards both daily and monthly.
• Interviews members to gather information necessary to complete consumer loan applications. Determines and explains appropriate products to best meet members' needs. Answers questions about the loan process.
• Inputs and processes consumer loan requests.
• Meets minimum monthly ancillary goals as determined by management.
• Calculates and explains basic lending ratios related to consumer loans.
• Assesses loan applications for possible up-sells or counter offers. Makes decision recommendations and processes system approvals.
• Serves the community and actively participates in area events while representing the Credit Union.
• Answers service related member calls to support MCC Service as business need arises.
• Attends job-specific training classes as requested by manager. Completes annual BSA/AML compliance training and understands employee's role in maintaining an effective BSA/AML compliance program, and completes FACT Act Red Flag training.

Minimum Education, Experience and Skill Requirements

• High school diploma or equivalent
• Minimum of one year of call center or customer service experience.
• Must have or be working toward Jr Loan Advocate Lending Authority.
• Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines. Accurate, detail-oriented, and organized.
• Good knowledge and understanding of Credit Union products, services, policies, and procedures, as they relate to the Members Contact Center and consumer loans.
• Good knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities.
• Good knowledge and understanding of all Credit Union computer systems and software applications required to perform job duties.
• Good verbal and written communication skills and interpersonal skills, including phone skills, in order to interact professionally and effectively with members and staff.
• Must be able to work under moderate supervision.
• Must be able to maintain a high level of confidentiality.
• Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines. Accurate, detail-oriented, and organized. Able to analyze and resolve routine problems and situations.
• Basic knowledge and understanding of Credit Union products, services, policies, and procedures pertinent to the job.
• Basic knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities.
• Basic knowledge and understanding of all Credit Union computer systems and software applications required to perform job duties.
• Good verbal and written communication skills and interpersonal skills in order to interact professionally and effectively with members, staff, vendors, and government regulators. Able to explain fact, policies, and practices.
• Work is closely supervised.

Job Type: Full-time

Pay: $17.50 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Training for this position could be Monday through Friday between the hours of 8AM and 5PM. If so, are you able to attend the training?
• The start date for hire is January 10th 2022, are you able to start then?
• * We have several shifts available, which shift works best for you? Monday through Friday: 9:00am-6:00pm, Monday through Friday: 9:45am-6:45pm, and Monday through Friday: 10:00am-7:00pm.

Are you able to meet the needs of the role, and work this schedule?

Education:

• High school or equivalent (Preferred)

Experience:

• Loan origination: 2 years (Required)

Work Location: One location