Consumer Direct Lending Ops - Direct Loan Processor I
About The Position
The Direct Loan Processor I supports the end-to-end processing of consumer loan applications, completing work accurately, promptly, and in compliance while providing a positive and consistent member experience. The role handles a high volume of loan applications and member contacts, applies lending policies and procedures, resolves inquiries, partners across teams, and identifies or escalates risks and issues to support efficient, compliant loan fulfillment. The position also prepares and audits loan documentation, verifies required DMV materials, conducts member interviews and financial analyses, gathers information to satisfy loan conditions, and prepares approved loans for disbursement. It provides support through email, TEAM chat, phone, Web Messaging, and virtual meetings, serving Golden 1 members, dealerships, outside finance companies, and colleagues. This position is remote and applicants must reside in California.
Requirements
- High school diploma or GED.
- At least 3 years of experience in a fast-paced call center or other high-volume call and loan-processing environment, handling complex situations with direct consumer contact.
- Strong communication and customer-service skills.
- Ability to manage high volumes of work while maintaining accuracy in a fast-paced environment.
- Ability to apply lending policies and procedures and identify or escalate risks and issues.
Nice To Haves
- Some college.
- Consumer loan processing experience.
Responsibilities
- Maintain knowledge of applicable state and federal credit union compliance laws and regulations, including bank secrecy and anti-money laundering requirements appropriate to the position.
- Manage a high volume of inbound and outbound loan-related calls while processing loan applications.
- Analyze data, research information, collect documentation, and prepare loan documents accurately.
- Obtain and verify required DMV documentation to record the company's lien on loan collateral.
- Collaborate with peers across departments on key steps in the loan application process.
- Audit operational documents, executed loan documents, and reports for procedural compliance, accuracy, and authenticity.
- Apply Golden 1 lending policies and procedures to ensure compliant processing.
- Handle email correspondence, TEAM chat queries, consumer loan fulfillment audits, escalated calls, and branch emails.
- Identify and mitigate potential fraud, suspicious activity, and identity theft.
- Conduct member interviews, perform financial calculations and proof-of-income analysis, and gather information to satisfy loan conditions and assess suitability for funding.
- Prepare loan documents for member signature and prepare approved loans for disbursement.
- Monitor Outlook emails and TEAM chats, collaborate in real time, and respond promptly.
- Participate in video conferences and online meetings in a virtual office culture.
- Communicate effectively in writing and orally, assist other employees, and follow up on member inquiries and concerns through Web Messaging or phone using professional grammar and tone.
- Provide customer service to Golden 1 members, dealerships, and outside finance companies.
- Continue developing problem-solving and critical-thinking skills and identify ways to improve departmental performance.
- Listen and respond courteously and helpfully to member and coworker needs.
- Perform other tasks as assigned.
Benefits
- Market-competitive and internally equitable total rewards compensation package.
- Well-being and work-life balance programs.
- Career development and growth.
- Rewards and recognition.
- Commitment to Diversity, Equity, and Inclusion.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
