Consumer Loan Service Delivery Representative II
About The Position
The Consumer Loan Service Delivery Representative II serves members by providing World Class Personal Service, primarily over the phone, for consumer lending needs. The role handles intermediate-level consumer lending transactions, submits loan applications for decisions, gathers relevant loan documents, funds personal loans and credit cards, and provides product information and recommendations. The representative has intermediate technical knowledge within the department and contributes to consumer lending goals for accuracy and service quality. The position also communicates loan decisions and approval requirements, prepares loans for funding, handles moderate escalations, and assists with training team members. Representatives maintain the confidentiality of credit union and member records and comply with regulatory requirements and assigned training, including applicable BSA regulations. Other duties may be assigned.
Requirements
- High school diploma or GED.
- 1–3 years of prior related experience.
- Intermediate-level knowledge of consumer lending products and services.
- Basic knowledge of real estate products and services.
- Concentrate on callers and listen without interrupting.
- Ask questions to clarify and verify information; recap transactions to ensure understanding.
- Identify essential information and enter information quickly and accurately.
- Summarize transactions clearly and concisely and use correct terminology.
- Excellent oral and written communication skills.
Responsibilities
- Provide caring, enthusiastic, professional, and efficient service to members, primarily by telephone.
- Process intermediate-level member consumer lending requests, submit loan applications, fund personal loans and credit cards, and provide product and service information.
- Originate, process, and fund consumer loan products by requesting and gathering relevant documents, entering transaction data, and communicating approximate processing times.
- Prepare loans for funding and ensure documents, funding terms, and required signatures are correct.
- Use knowledge of consumer lending products, services, DMV transactions, and ancillary insurance products to identify member needs, make recommendations, and refer members to appropriate areas.
- Communicate loan approvals and denials to members and explain requirements for loan approvals.
- Handle moderate escalations and use de-escalation skills to resolve concerns and help prevent further escalation.
- Assist with training new and existing team members and may assist with call transfers from Level I representatives.
- Advocate for members, escalate calls when appropriate, and seek help from other departments as needed.
- Maintain confidentiality of credit union and member records.
- Communicate effectively verbally and in writing, share information and ideas, and demonstrate good listening skills.
- Provide consultative services by assessing members’ needs and addressing their concerns.
- Perform other duties as assigned.
- Comply with regulatory requirements and assigned training, including applicable BSA regulations.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
