Consumer Loan Service Delivery Representative
About The Position
The Consumer Loan Service Delivery Representative serves Members by providing personal service and supporting their consumer lending needs, primarily by telephone. The role handles consumer lending transactions, submits loan applications for decisions, gathers relevant documents, and provides lending information and recommendations. It also supports lending goals by delivering accurate, efficient service and maintaining high service quality. The representative originates, processes, and funds consumer loan products, communicates loan decisions and approval requirements, prepares loans for funding, and refers Members to relevant products or services. The position requires confidentiality, regulatory compliance, and consultative support tailored to Members’ needs. The role is scheduled for 40 hours per week.
Requirements
- High school diploma or GED required.
- Less than one year of prior related experience required.
- Basic consumer lending product and service knowledge.
- Ability to concentrate on the caller, listen without interrupting, and ask questions to clarify and verify information.
- Ability to recap transactions to confirm understanding, identify essential information, and summarize transactions clearly and concisely.
- Ability to enter information efficiently and demonstrate the expected level of accuracy.
- Excellent oral and written communication skills.
Responsibilities
- Provide caring, enthusiastic, professional, and efficient service to Members while supporting Consumer Lending goals for accuracy and service quality.
- Answer and process Member consumer lending transaction requests by telephone, 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 verify that documents and funding terms are correct and applicable forms are properly signed.
- Communicate loan approvals and denials to Members and explain requirements necessary for approvals.
- Use knowledge of consumer lending products and services, including DMV and insurance products, to refer Members to appropriate areas, identify needs, and make recommendations.
- Advocate for Members, escalate calls when appropriate, and seek assistance from other departments as needed.
- Maintain confidentiality of credit union and Member records.
- Communicate with Members using electronic correspondence when needed.
- Provide consultative services by assessing Member needs and addressing concerns about credit union products and services.
- 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
Entry Level
Education Level
High school or GED
