Consumer Loan Service Delivery Representative

SchoolsFirst Federal Credit Union•Riverside, CA

About The Position

The Consumer Loan Service Delivery Representative serves Members by providing World Class Personal Service, primarily by phone, and supporting their consumer lending needs. The role processes consumer lending transactions, submits loan applications for decisions, gathers relevant loan documents, funds personal loans and credit cards, and provides information and recommendations about consumer lending products and services. Representatives deliver caring, enthusiastic, professional, and efficient service while contributing to Consumer Lending goals for accuracy and service quality. The position involves originating, processing, and funding consumer loan products, including collecting required documents, entering transaction data, explaining approximate processing times, and preparing loans for funding. Representatives ensure documents and funding terms are correct, communicate approval or denial decisions and requirements to Members, and use their knowledge of consumer lending, DMV, and insurance products to direct Members to appropriate resources. They assess Member needs, make recommendations, advocate for Members, escalate calls or seek assistance when appropriate, maintain confidentiality, and may communicate electronically. The role also includes other assigned duties and compliance with regulatory requirements and assigned training, including applicable BSA regulations. The position requires a high school diploma or GED and less than one year of prior related experience. The scheduled work week is 40 hours, with a pay range of $20.30 to $29.43.

Requirements

High school diploma or GED.
Less than one year of prior related experience.
Basic consumer lending product and service knowledge.
Excellent oral and written communication skills.
Ability to listen without interrupting, ask questions to clarify and verify information, and recap transactions to ensure understanding.
Ability to identify essential information, enter information efficiently, demonstrate expected accuracy, and summarize transactions clearly and concisely.

Responsibilities

Serve Members primarily by phone and provide caring, enthusiastic, professional, and efficient personal service for consumer lending needs.
Answer and process Member consumer lending transaction requests, submit loan applications for decisions, 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 by confirming documents and funding terms are correct and forms are properly signed when applicable.
Communicate loan approval and denial decisions to Members and explain requirements necessary for loan approvals.
Use knowledge of consumer lending products and services, including DMV and insurance products, to refer Members to appropriate areas.
Identify Member needs, make recommendations, and provide consultative assistance by addressing concerns.
Advocate for Members, escalate calls as appropriate, and seek assistance from other departments when needed.
Maintain confidentiality of Credit Union and Member records.
Communicate with Members through electronic correspondence when needed.
Perform other duties as assigned.
Comply with regulatory requirements and assigned training, including applicable BSA regulations.