Digital Lending Specialist

Capital Credit Union•Green Bay, WI

About The Position

The Digital Lending Specialist supports Capital Credit Union’s mission by assisting members who prefer digital channels rather than branch visits. The role processes and onboards deposit and loan applications received online, through video or phone appointments, and through follow-up activities. It emphasizes enthusiastic, high-quality service, member advocacy, and building financial relationships. The specialist assists with consumer lending and new-account services, educates members about digital banking options and the Credit Union’s products, and promotes products and services suited to members’ needs. The role also maintains knowledge of online banking, applies Credit Union policies and member data when reviewing documents, and ensures account accuracy, follow-up, and maintenance. It may include preparing procedures, helping train new employees, and conducting surveys or other miscellaneous duties.

Requirements

High school education or equivalent ability to read, write, and comprehend detailed and technical instructions, correspondence, and memos, and perform basic arithmetic.
Ability to operate an online computer terminal and adding machine; working knowledge of Microsoft Word, Excel, the core computer system, Velocity, and email.
Comprehensive knowledge of products, services, and procedures needed to process transactions, normally acquired through three to six months of on-the-job experience.
Ability to concentrate and pay close attention to detail for over 75% of work time, closely examine documentation, and maintain a high degree of accuracy.
Analytical ability to research and resolve member problems and determine appropriate courses of action.
Interpersonal skills to work effectively with a diverse group of members, including in stressful or sensitive situations; strong communication and listening skills.
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 move about for up to 10% of work time to distribute correspondence.

Responsibilities

Assist members with consumer lending by phone, video, or online, including taking and closing loan applications and answering questions.
Assist members with new accounts by phone, video, or online, including opening accounts, answering questions, and selling and servicing Credit Union products and services.
Educate members about digital options and the products and services offered by Capital Credit Union.
Promote products and services suited to members’ needs, including consumer loans, debt protection, GAP, share drafts, share certificates, credit cards, home banking, debit cards, and direct deposit.
Correspond with members about account and loan eligibility requirements.
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 the technical aspects of Credit Union products and services.
Build financial relationships with members using a member advocacy approach.
Maintain accuracy, follow-up, and maintenance of all types 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 position documentation.
May assist with training new employees.
Maintain knowledge of Credit Union departments and workflows to achieve first-call resolution whenever possible.