Digital Lending Specialist

Capital Credit Union•Kimberly, WI

9d•Onsite

About The Position

The Digital Lending Specialist supports Capital Credit Union’s mission by assisting members who prefer digital channels. The role processes and onboards deposit and loan applications submitted online, through video or phone appointments, and through follow-up activities. It emphasizes enthusiastic, quality service, member advocacy, and building financial relationships. The specialist assists with consumer lending and new account services, educates members about digital options and Credit Union products, communicates eligibility requirements, and makes referrals to mortgage lenders and Capital Investment Group. The role also maintains knowledge of online banking, products, services, and departmental workflows; ensures account accuracy and follow-up; interprets documents and applies policies; prepares procedures and documentation; and may assist with training new employees. The work is performed in an office environment with moderate noise, frequent use of office equipment, prolonged sitting or standing, and frequent mental and visual concentration. Periodic remote work may be possible with supervisor approval, but the position is not eligible for work from home.

Requirements

High school education or equivalent ability to read, write, comprehend detailed and technical instructions, and perform basic arithmetic.
Ability to operate an online computer terminal and office software, including Microsoft Word and Excel, the core computer system, Velocity, email, and an adding machine.
Ability to acquire the necessary knowledge of products, services, and transaction procedures through three to six months of on-the-job experience.
Ability to maintain close attention to detail for over 75% of work time and closely examine documentation with a high degree of accuracy.
Analytical ability to research and resolve member problems and determine appropriate actions.
Interpersonal, communication, and listening skills to work effectively and diplomatically with diverse members, including in sensitive or stressful situations.
Strong motivation and sales skills.
Ability to exercise independent judgment when addressing member concerns while supporting overall business objectives.
Ability to remain in one place or work in a confined area for extended periods, and to move about for up to 10% of work time to distribute correspondence.

Responsibilities

Assist members with consumer lending by phone, video, or online application, including taking and closing loan applications and answering questions.
Assist members with new accounts by phone, video, or online application, including opening accounts, answering questions, and selling and servicing Credit Union products and services.
Educate members about digital options and Credit Union products and services, and promote options suited to members’ needs.
Correspond with members about eligibility requirements for accounts and loans.
Discuss special promotions and refer members to Mortgage Lenders and Capital Investment Group, including arranging appointments.
Perform miscellaneous duties such as compiling data for rate, closed-account, and outbound-member surveys.
Maintain working knowledge of the online banking system and technical aspects of Credit Union products and services.
Build financial relationships with members using a member advocacy approach.
Ensure the accuracy, follow-up, and maintenance of accounts in the computer system.
Interpret key documents and make decisions based on Credit Union policies and member data.
Cross-sell applicable Credit Union products and services to new and existing members.
Assist in preparing procedures and documentation for the position.
May assist in training new employees.
Maintain an understanding of Credit Union department functions and workflows to achieve first-call resolution whenever possible.