Contact Center Lending Representative

Everwise Credit Union•South Bend, IN

11d

About The Position

The Contact Center Lending Representative provides high-level member service through inbound calls while assisting members with loan applications. The role assesses members’ financial needs and recommends appropriate products and services. The representative processes loan applications from start to finish through all lending channels, using Everwise’s lending matrix and underwriting requirements to make sound lending decisions. The position also provides guidance and education to members by phone and video and communicates through phone, email, online chat, and written correspondence while maintaining service standards. The representative is expected to demonstrate product knowledge and needs-based selling skills, meet or exceed lending and member-service sales goals, and make daily decisions within parameters set by a leader. The role requires understanding and applying applicable government laws and regulations, including BSA, the US PATRIOT Act, and OFAC, as well as Everwise policies and procedures. Additional responsibilities may be assigned to support Everwise’s continued growth and advancement.

Requirements

High school diploma or GED.
At least 3 years of banking, lending, and/or financial experience.
Availability to work on Saturdays.
Excellent verbal and written communication skills in a high-volume member contact center.
Ability to read and comprehend detailed instructions.
Computer skills, including Microsoft Word, Excel, and Teams, and ability to navigate various software and systems.
Ability to work in a team environment.
Strong problem-solving skills.
Strong organizational and time-management skills.
Ability to present information effectively and interact using various communication tools.
Ability to work efficiently under deadlines and time constraints.
Strong analytical, mathematical, and decision-making skills.

Responsibilities

Perform job duties and provide support in all areas of the Contact Center as needed.
Process loan applications from start to finish through all lending channels using the Everwise lending matrix.
Make sound lending decisions based on Everwise underwriting requirements.
Provide quality service to members over the phone and by video, offering guidance and education and recommending appropriate products and services.
Correspond with members by phone, email, online chat, and written communication while maintaining excellent service standards.
Demonstrate product knowledge and apply needs-based selling and discovery selling techniques.
Meet or exceed established sales goals for lending and member service.
Make daily decisions within parameters set by the leader.
Understand and apply government laws and regulations and Everwise policies and procedures related to anti-money-laundering requirements, including BSA, the US PATRIOT Act, and OFAC.
Assume additional responsibilities as necessary for Everwise’s continued growth and advancement.