Digital Consumer Lending Spec

Old National Bank•Tinley Park, IL

1d•Hybrid

About The Position

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving. We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance. 401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization. We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values. The Solution Center is a virtual lending center offering clients the ability to interact with the bank utilizing chat, phone, mobile and online channels. The primary responsibility of the Digital Consumer Lending Specialist (Specialist) is to provide superior customer service for each client interaction. The Specialist must maintain a positive attitude, be a team player and supportive of the Mission, Vision and Values of Old National Bank. A Digital Consumer Lending Specialist is focused on building full financial relationships with Old National Bank clients with the primary focus on consumer lending.

Requirements

Minimum of 2 to 3 years consumer lending experience.
Call center experience.
Ability to cross-sell new and existing bank products and services while providing a superior customer experience through relationship banking.
NMLS required.
Proficiency with Microsoft products and Bank software products.

Nice To Haves

Bachelor’s degree in business and/or finance preferred or equivalent work experience.
3 to 5 years of banking experience preferred.

Responsibilities

Provide superior customer service for each client interaction.
Maintain a positive attitude, be a team player and supportive of the Mission, Vision and Values of Old National Bank.
Focus on building full financial relationships with Old National Bank clients with the primary focus on consumer lending.
Develop and grow client and prospective client relationships.
Shows a dedication to delivering a superior customer experience with each client regardless of the request.
Builds strong relationships with clients by understanding their complete financial profile and making recommendations for additional products and services that will help the client and grow the relationship.
Consistently identifies product and service referrals across all bank business lines which benefit our clients ensuring a warm handoff to the appropriate partner.
Achieve Sales and Service Targets.
Demonstrates a strong support and focus on the goals of the Solution Center and directs efforts towards meeting them.
Displays the highest level of knowledge and expertise in consumer lending through completing and processing lending applications which includes understanding underwriting needs of complex consumer lending products.
Supports the Solution Center service level goals through balancing loan inquiries (leads), loan applications, and fielding client chats and calls in queues as assigned.
Acquires and maintains knowledge of all regulatory, compliance and company policies and procedures. Attends and completes required compliance training. Performs job responsibilities following all regulatory, compliance and company/Old National Bank policies and procedures.
Consistently delivers on call evaluation metrics aligned with providing a superior client experience and displaying highest level of knowledge and expertise in consumer lending.
Collaborates with the Solution Center team by sharing success stories and ideas, tips and coaching that could improve the effectiveness of each Specialist.
Develops strong relationships and partnerships with banking center bankers and operational teams.
Performs account maintenance requested by clients and management within specified authority.
Meets attendance and scheduling requirements for required shirts including Saturday rotations.
Performs other duties as assigned.
Continuously seeks and applies knowledge leading to a best‐in‐class client experience.
Passionately serves internal/external clients with excellence.
Maintains a growth mindset staying current with developments and trends in areas of expertise client satisfaction both internally and externally.
Understands data, metrics and/or financial information, and how they tie to client satisfaction and business outcomes related to position, client and/or team.
Nurtures client relationships by listening, prioritizing, and acting responsibly to meet client needs, mitigate risk and add shareholder value.
Openly and effectively communicates with others.
Effectively and transparently shares information and ideas with others.
Tailors the delivery of communication in a way that engages the audience and that is easy to understand and retain.
Unites others towards common goal.
Asks for others' opinions and ideas and listens actively to gain their support when clarifying expectations, agreeing on a solution and checking for satisfaction.
Strengthen your abilities for today and beyond.
You Own You –You own your development and career.
Actively assesses self by leveraging feedback to enhance knowledge, skills and behavior.
Leverages own strengths and those of team members to meet individual and team goals supporting both internal and external client needs.
Continuously develops self for current and future roles.