Consumer Loan Service Delivery Representative

About the Role

Serve the Membership by providing World Class Personal Service, supporting Members Consumer Lending needs primarily via the phone.

Key Responsibilities

• Deliver World Class Personal Member Service in a caring, enthusiastic, professional and efficient manner, while contributing to Consumer Lending goals on accuracy and service quality.
• Serve the Membership over the telephone by answering and processing Member consumer lending transaction requests, submitting loan applications, funding personal loans and credit cards, and providing product and service information.
• Accurately present information and perform tasks associated with originating, processing, and funding of various consumer loan products.
• Request and gather relevant documents from Members (registration, income, purchase orders, etc.).
• Enter data to complete transactions and convey approximate processing times.
• Prepare loans for funding, ensuring all documents and funding terms are correct and forms are properly signed.
• Communicate all consumer loan decisions (approvals and denials) to Members, advise them of all requirements necessary for loan approvals.
• Maintain knowledge of consumer lending product and services including DMV and insurance products to effectively refer Members to the appropriate area.
• Identify needs and make recommendations for Member requests.
• Advocate for Members and escalate calls as appropriate, soliciting help from other departments as needed.
• Maintain confidentiality of credit union and Member records.
• May communicate with Members using electronic correspondence.
• Provide consultative services to Members regarding credit union products and services by assessing Member needs and addressing concerns.

Additional Job Functions

• Performs other duties as assigned.
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations.

Requirements & Tech Stack

• High School Diploma or GED
• Less than 1 year of prior related experience

Qualifications

• Concentrates on caller
• Basic consumer lending product and service knowledge
• Listens without interrupting
• Asks questions to clarify and verify information
• Recaps transaction to ensure understanding
• Identifies essential information
• Enters information efficiently
• Displays expected level of accuracy
• Summarizes transaction clearly and concisely
• Excellent oral and written communication skills