Consumer Processing Specialist II

Bellco Credit Union•Greenwood Village, CO

3d•Onsite

About The Position

The Consumer Processing Specialist II will collaborate with Consumer Processing staff to support consumer loan requests, ensuring a high level of service and accuracy. This role involves working closely with members, credit union staff, and internal team members. The Consumer Processing Specialist II will be responsible for processing and funding activities and is considered a subject matter expert on both direct and indirect channels. They will assist in deescalating situations while maintaining exceptional service standards.

Requirements

Minimum 3 years in customer/member service role required
Proficiency with tracking, meeting deadlines, operational and compliance requirements
In depth knowledge of Consumer Lending originations or financial industry experience
Proficiency in Microsoft Office (Word, Excel, Outlook) is required
Ability to understand and execute tasks within Service Level Agreements (SLAs)
Strong problem-solving skills with the ability to analyze data, interpret findings and present them to management clearly and concisely
Capacity to manage multiple demands and competing priorities in a dynamic, collaborative team environment
Effective time management skills, with the ability to prioritize workload based on department requirements and member needs while working in a dynamic, collaborative team environment
Ability to work independently while fostering a positive team environment
Comprehension skills to understand materials and follow instructions; Effective communication skills, both verbal and written
Sound judgment and reasoning to resourcefully solve routine problems; Organizational skills to handle multiple tasks and prioritize effectively while maintaining excellent member service
Ability to handle confidential and sensitive information with discretion.

Nice To Haves

Associates degree in related field or equivalent experience preferred

Responsibilities

Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments while holding staff accountable to standards.
Review and support all activities associated with direct and indirect Consumer Loan Processing. Includes day-to-day relationships, phone coverage, email support, setting and accomplishing priorities, while maintaining a high level of productivity, and quality standards.
Ensure compliance with regulatory, and Agency requirements including but not limited to SCRA, Fair Credit Legislation, and CFPB.
Ensure high level of accuracy and completion of activities associated with the processing of all consumer loan functions.
Assisting in escalated member scenarios and utilizing out of the box solutions to resolve and improve the overall experience
Using expertise in consumer loan processing for both channels to recognize trends, opportunities for improvement and efficiencies; Providing feedback as needed to management.
Tracking individual productivity and results to maintain and meet established team & department SLAs
Responding to member inquires and questions while providing excellent member service related to their requests via outbound and inbound calls and email
Report on vendor performance and service standards to management team as necessary.
Regular and punctual attendance.
Management retains the discretion to add to or change the duties of the position as business need dictates.