Contact Center Lending Representative

Everwise Credit Union•South Bend, IN

13d

About The Position

The Contact Center Lending Representative provides high-quality member service through inbound calls and works with members on 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, makes lending decisions according to Everwise underwriting requirements, and communicates with members by phone, video, email, online chat, and written communication. The position supports other areas of the Contact Center as needed and applies relevant government regulations and Everwise policies and procedures, including anti-money-laundering requirements.

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 the 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 perform 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 guidance and education to members over the phone and by video, and recommend appropriate products and services.
Communicate with members by phone, email, online chat, and written communication while maintaining excellent service standards.
Apply product knowledge and needs-based and discovery selling techniques.
Meet or exceed established lending sales and member service goals.
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 regulations, including the Bank Secrecy Act, US PATRIOT Act, and OFAC.
Assume additional responsibilities as necessary for Everwise’s continued growth and advancement.