SUMMARY The Lending Center Assistant will have a thorough understanding of all Credit Union processes, products and services. The primary roles of the position are to originate, process and book consumer loan applications via phone or online channels from ECU members and non-members. The Lending Center assistant is expected to cross train and maintain a working knowledge of each of these roles. Daily assignments will fluctuate based on business need. Each of these roles require the ability to work independently with excellent organizational and member service skills in a high-volume call center environment. This is accomplished by monitoring call boards, various queues, and various methods of correspondence (i.e. phone, voicemail, email, and text messaging).
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following roles. Other duties may be assigned.
ORIGINATOR:
- Maintain thorough knowledge of ECU consumer loans and various member service products
- Maintain knowledge of regulations regarding Consumer Loan processes, visa processes and various member service processes
- Maintain skilled knowledge of Velocity, Docusign, Dealertrack, OSI, Quest, Mitel, Contact Center, Instant Open, Outlook, Nautilus, Instant Messaging, ZipWhip, WireExchange,etc.
- Provide excellent member service
- Be aware of possible fraud attempts
- Answer a high number of calls and create quality loan applications by thoroughly and confidently conducting loan interviews with applicants which includes discussing information disclosed on credit reports
- Make quick decisions in adherence to procedure and using judgment
- Exhibit strong multi-tasking, time management and organizational skills
- Manage a heavy workload which includes accepting inbound calls, making outbound phone calls, working online applications, toggling among various queues in Velocity, responding to email, Instant Messaging, receiving and sending loan documents, etc.
- Exhibit strong computer, written and verbal skills
- Refer members to other ECU departments as opportunities are identified
- Work with central underwriters, branch staff and other departments to refer or capture additional loan opportunities which may benefit members
- Serve as a resource to members and co-workers
- Be flexible – working from originating, processing and closing as business needs demand
PROCESSOR:
- Maintain thorough knowledge of ECU consumer loans and various member service products
- Confidently call applicants who have a pre-qualified or approved consumer loan application. Collect any outstanding supporting documentation such as verification of income, dealsheets, payoff information, etc
- Make quick decisions
- Exhibit strong computer, written and verbal skills
- Be self-motivated and work independently while managing a heavy and urgent workload
- Maintain in depth knowledge of Velocity, Docusign, Outlook, Nautilus, Instant Messaging, ZipWhip, Mitel, Contact Center, OSI, Dealertrack, Quest, WireExchange
- Communicate well with team members
- Display excellent phone skills
- Set and reiterate final details – including payment method, disbursements, etc, accept funding and send necessary documents to applicant via docusign,
- Complete processor’s portion of checklist
- Prepare overnight labels when necessary
- Be flexible – working from originating, processing and closing as business needs demand
CLOSER:
- Maintain thorough knowledge of ECU consumer loans and various member service products
- Maintain in depth knowledge of Velocity, Docusign, Outlook, Nautilus, Instant Messaging, ZipWhip, Mitel, Contact Center, OSI, Dealertrack, Quest, WireExchange
- Communicate well with team members
- Be self-motivated and work independently while managing a heavy workload
- Audit application and documentation for accuracy prior to booking application to host
- Return applications to processors as necessary for corrections
- Upload applications, communicate with applicant, co-workers as necessary
- Complete closing checklist
- Be flexible – working from originating, processing and closing as business needs demand
OTHER SKILLS AND ABILITIES
- Ability to adapt to new lending methods.
- Ability to react quickly to guideline and process changes
- Specific knowledge of ECU Consumer Lending product lines
- Capable of exercising good judgment.
- Be confident in dealing with upset members
- Self-motivated and multi-tasking to successfully manage a large volume of work
- Communicate effectively with the underwriting team regarding applicant’s credit, income, etc.
OTHER QUALIFICATIONS
- Teamwork – Balances team and individual responsibilities; contributes to building a positive team spirit.
- Motivation – Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles.
- Planning/organizing- Prioritizes and plans work activities; uses time efficiently
- Professionalism – Approaches others in a tactful manner; Reacts well under pressure; treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; follow through with commitments.
- Quality – completes work in a timely manner
- Quantity – completes a high volume of work without error.
- Adaptability – Able to deal with frequent changes, delays, or unexpected events.
- Attendance/punctuality – Is consistently at work on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
- Dependability – Follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
- Minimize personal interruptions during work hours.
Required Skills
Required Experience
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.