Call Center Consumer Loan Officer

Westerra Credit Union•Denver, CO

6d•$20 - $26•Hybrid

About The Position

Here at Westerra Credit Union, every employee counts. Our teams are made up of high-performing individuals committed to being HONORABLE, INVENTIVE, and CURIOUS – qualities that make us GREAT! Each person brings their authentic self to work every day, and we want you to feel comfortable being YOU. All of our team members work towards a shared purpose: to teach one another to prosper. We strive to be a modern financial community where we all truly belong, both for our employees and the members we serve. We look forward to seeing how you will contribute to this purpose by positively impacting our members’ lives through personal attention, financial education, community engagement, and more. This is true for every role, as we believe that we are all member-facing. Founded by schoolteachers in 1934, we are a learning organization at our core. We embed a growth mindset in our employees, ensuring that we all prosper together! If you’re ready to make an impact and join a community where you can grow, belong, and thrive, we encourage you to apply today and help shape the future of Westerra! DELIVER SERVICE TO BOTH INTERNAL AND EXTERNAL MEMBERS IN ALIGNMENT WITH THE CREDIT UNION'S SERVICE STANDARDS. THIS POSITION IS RESPONSIBLE FOR TAKING CONSUMER DEPOSIT AND/OR LOAN APPLICATIONS FROM MEMBERS OVER THE PHONE. FOLLOW-UP ON INBOUND AND OUTBOUND LEADS IS REQUIRED. APPLICATIONS MUST BE REVIEWED FOR ACCURACY, AND COMMUNICATION WITH MEMBERS IS NECESSARY TO DISCUSS APPLICATION DETAILS, COLLECT SUPPORTING LOAN DOCUMENTS, AND UPDATE THE APPLICATION WITH FINAL LOAN DECISIONS. CONSISTENTLY IDENTIFY CROSS-SELL AND UP-SELL OPPORTUNITIES BY ENGAGING MEMBERS AND ASKING FOR ADDITIONAL BUSINESS. MAXIMIZE OPPORTUNITIES TO SELL PRODUCTS AND SERVICES TO BENEFIT MEMBERS, WHILE ENHANCING THE QUALITY AND DEPTH OF MEMBER RELATIONSHIPS AND OVERALL PROFITABILITY. THIS POSITION ALSO INCLUDES PROCESSING INBOUND LOAN REQUESTS FOR HELOCS. HELOC REQUESTS WILL BE HANDLED BY DETERMINING THE MEMBER’S NEEDS, CONDUCTING THE INTERVIEW PROCESS, ESTABLISHING THE INTENDED USE OF PROCEEDS, COLLECTING REQUIRED LOAN DOCUMENTS FOR APPROVAL, AND FORWARDING THE APPLICATION TO HELOC LOAN PROCESSORS FOR COMPLETION.

Requirements

2-6 years’ experience in consumer lending, financial services, consultative sales/service, and/or related experience
High School Diploma, GED or equivalent work experience
Must possess excellent sales skills, with an outgoing personality and a persuasive manner
Ability to excel in a fast paced, competitive call center environment, and meet goals and deadlines
Strong organizational, verbal, and written communication skills
Must be proficient in MS Office products, internet research and various other online applications
Can be accountable for the completion of assigned tasks and projects with supervision
Uses judgement, but requires regular supervision or instruction
Understands the basic business line and operating environment
Able to handle problems that are not particularly difficult nor complex
NMLS registration required upon hire

Nice To Haves

Knowledge of fiscal management and loan policies and procedures preferred
Knowledge of real estate financing preferred

Responsibilities

Review all details of the loan application to determine the decision status. Refer to underwriting when required for final decision.
Collect and review the required supporting items that are needed for approval
Refer application to underwriting if changes occur relative to loan amount or any changes that impact loan ratios
Cross-sell and market Credit Union products and services to increase use of the Credit Union by members and increase lending activities
Obtain pay offs for external refinances, lease buy-out packages or the purchase agreement for purchase transactions. Review all documents for accuracy.
Interview member loan applicants applying for a HELOC to obtain information concerning their loan needs, intent, earnings, and financial condition
Create Loan application ensuring it is complete and initiate loan approval process including collecting verification of income when needed
Collects required loan supporting documents for approved applications
Review supporting documents for accuracy
Cross-sell and market Credit Union products and services to increase use of the Credit Union by members and increase lending activities
Finalize preliminary details and forwards application to HELOC Loan Processors for completion
Use strong interpersonal skills and influence to consistently achieve sales goals; overcome objections with persuasion and persistence. Quickly identify and construct a counter-offer when the loan amount requested is clearly not supported by income or credit.
Performs duties according to established department procedures and adheres to Credit Union polices.
Maintain knowledge of all guidelines pertaining to consumer credit laws, federal, and state regulations to ensure the Credit union is in compliance.
Other duties as assigned.

Benefits

Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options
Two dental plans through Delta Dental
Basic life and AD&D insurance, short-term disability and long-term disability
20+ days of paid time off (PTO) per year
Anniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY)
16 hours of volunteer time off (VTO) per year
11+ paid holidays
401(k) that includes up to 6% match
Up to $5250 per year for educational reimbursement
4 weeks of paid parental leave
Mental health resources including an Employee Assistance Program (EAP)
Individualized learning and development programs