Role:

Responsible for performing a broad variety of member services, including accepting incoming consumer loan applications through walk in, online, inbound and outbound calls; signing and funding approved applications, assisting members with questions, and cross-selling appropriate Credit Union products and services. Is regularly the primary contact for many members.

***Position is part of the Lending Specialist career ladder***

Essential Functions & Responsibilities:

E 85% LENDING

Receives members personally or by telephone and resolves member requests and questions promptly and courteously; performs interviews with members to either directly assist or determine the most appropriate route of assistance for the member or potential member.

Gathers basic loan and financial information; presents and explains Credit Union services and products to members and potential members; provides basic financial counseling and assists in guiding them to the proper resources to meet their financial needs.
Interviews and assists members with accurate and complete applications for loans and other products and services. Receives, reviews, and processes appropriate loan paperwork. Determines appropriate loan alternatives according to the needs and abilities of the Member. o Receives, reviews, and submits applications to Underwriter. o Calculates terms, finance charges, etc. on loans for proper disclosure on promissory notes. o Quotes loan payoffs as needed.
Disburses loans promptly and accurately and assists in the maintenance of loan accounts(loading data, etc.). o Assists members with NADA values on vehicles.
Actively and professionally cross-sell Credit Union products and services including GAP, Warranty and Debt Protection.
Conducts outbound calls to members to grow business and promote products and services

while maintaining the highest ethical standards and always working in our member and Credit Unions best interest.

10%

MEMBER SERVICE

Performs tasks of Notary Public.

Responsible for the effective and professional performance of the functions described above. Performs all tasks while striving to maintain the highest ethical standards, including but not limited to: support of all Credit Union policies and procedures; complies with all laws, rules and regulations, including full compliance with the BSA and anti-terrorism laws; assisting Members in resolving their concerns while maintaining the integrity of Credit Union philosophy; support and provision of the highest quality member services possible including accuracy and confidential handling of member information; avoidance or disclosure of relationships that may give the appearance of inappropriateness or represent a possible or perceived conflict of interest or compromise the Credit Unions’ values.
Actively promotes and cross-sells Credit Union products or services within and outside the lending Services team (New Accounts, Real Estate, Business Lending, ACH, etc.).
Builds effective working relationships within the Credit Union to ensure superior member service through enhanced knowledge of departmental functions and abilities.

Performs other job-related duties as assigned.

Performance Measurements:

Achieve or exceed assigned loan volume (dollars and/or numbers).
Ensure loan decisions are made and relayed to appropriate parties within X hours/days.
Maintain a X-day delinquency rate at or below X% of loan portfolio.
4. Maintain a charge-off rate of no more than X% of loan portfolio.
Maintain thorough knowledge of all mortgage products, rates, trends, market conditions, and related competitor products.
Ensure loan decisions are in compliance with all applicable Federal, State, and lending regulations, policies, and procedures.
Troubleshoot and resolve member and internal inquiries in a timely and accurate manner.
Provide informed, professional, and accurate service and support to all members and associates.

Knowledge and Skills:

Experience Three years to five years of similar or related experience.

Education	A high school education or GED.
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	Excellent communication and needs based cross selling skills required. Knowledge of loan and other financial product applications. Ability to gather and analyze financial background information. Must have knowledge of, and comply with all laws, rules and regulations which apply to financial institutions, particularly credit unions, including the BSA and anti-terrorism laws. Ability to effectively interview members and prospective members, analyze situations and data and direct members toward the most appropriate product(s) and services. Excellent ability to multi-task and self-start to make outbound calls and meet baseline production goals. Must be able to complete all required coursework including notary public certification as outlined by Credit Union procedure and according to defined timeframes. Incumbent must have or be able to develop within 90 days, extensive knowledge of Credit Union products and services, operations and procedures to function effectively. Good math skills and attention to detail required to ensure proper assistance for members, and accurate documentation of information. Must have the ability to type and operate general office equipment and computer software. Requires familiarity with and the ability to use systems including Outlook, Instant Message, Word and Excel. Must be able to develop adequate skill level within 90 days on additional software programs such as the Credit Union’s internal operating software system, Episys.
Physical Requirements	Substantial repetitive movement of arms, wrists, hands and fingers, including picking up, pinching, keyboard use and telephone use.

Requires movement through standard office environment such as occasional bending, stooping, frequent sitting and walking short distances.
Must be able to communicate through the spoken and written word, expressing ideas

or documenting others expression of ideas.

Occasionally required to move records or stacks of papers from one point to another within the office area, requiring possible lifting up to 10 pounds.

Learn more about this Employer on their Career Site