HELOC Loan Originator - Bilingual

Credit Union of Texas•Allen, TX

2d•Onsite

About The Position

The HELOC Loan Originator - Bilingual delivers member service by handling inbound and outbound calls with English- and Spanish-speaking members seeking home equity products at Credit Union of Texas (CUTX). The role originates Home Equity Line of Credit (HELOC) and related real estate loan applications, explains CUTX home equity solutions, and collaborates with processing, underwriting, and closing teams to move applications from inquiry through funding. In a high-volume sales and service environment, the originator builds rapport and referral networks, meets production goals, and complies with the SAFE Act, TRID, Texas home equity requirements, and CUTX policies. The position is performed on-site at the CUTX Corporate Office in a call center environment. It involves sedentary work, extended periods at a workstation, and use of a computer, telephone headset, and standard office equipment. The role uses approved AI-augmented workflows for communication drafting, translation support, document extraction and triage, call summaries, and knowledge retrieval. The originator remains accountable for reviewing AI outputs, validating extracted data, and following CUTX AI and compliance policies.

Requirements

High school diploma or GED.
One to two years of similar or related experience in loan origination, loan processing, funding analysis, or consumer or real estate lending.
Active NMLS registration as a Mortgage Loan Originator under the SAFE Act; registration must be obtained or maintained as a condition of employment.
Bilingual English/Spanish proficiency and successful completion of the CUTX Spanish proficiency assessment.
Working knowledge of Texas home equity lending requirements, including homestead and real estate collateral rules.
Working knowledge of TRID disclosure timelines and consumer real estate lending regulations.
Proficiency with loan origination and servicing systems such as Encompass, Symitar, and Salesforce, or comparable platforms.
Proficiency with Microsoft Office (Word, Excel, and Outlook) and standard call center or telephony tools.
Typing speed of at least 40 words per minute.
Strong written and verbal communication skills in English and Spanish, including courteous and professional telephone etiquette.
Ability to accurately calculate rates, percentages, interest, and basic loan figures.
Strong time management skills and ability to manage a high-volume pipeline in a fast-paced environment.
Strong attention to detail and documentation discipline.
Ability to meet assigned production and conversion goals.
Ability to review AI outputs, validate extracted data, and comply with CUTX AI usage requirements.
Ability to perform the role's essential physical activities, including extended periods at a workstation; repetitive typing and phone-system use; clear communication by phone and electronic channels; hearing normal conversation; reviewing documents; and occasional standing, walking, reaching, stooping, or lifting up to 10 pounds.

Nice To Haves

Associate or bachelor's degree.
Prior HELOC, home equity, or mortgage origination experience.
Prior credit union or community bank experience.
Prior call center or high-volume sales-and-service experience.
Prior experience using AI- or analytics-driven productivity tools.
Valid Texas driver's license.

Responsibilities

Handle inbound and outbound calls in English and Spanish about HELOC, home equity, and related real estate products.
Conduct needs-based conversations and recommend a suitable CUTX home equity solution for each member's financial situation.
Accurately enter HELOC applications into the loan origination system and ensure required disclosures are issued within TRID timelines.
Explain CUTX home equity and mortgage products, rates, terms, and qualification requirements.
Meet or exceed monthly, quarterly, and annual production and conversion goals.
Keep borrowers informed about application status and documentation needed to advance their requests.
Follow up with members and internal partners to keep applications moving within established cycle-time targets.
Respond courteously to HELOC-related questions through phone, email, and other electronic channels.
Provide bilingual member service, including translation of product information and discussions of disclosures within approved guidelines.
Maintain active MLO registration through NMLS in accordance with the SAFE Act.
Apply CUTX lending policies and procedures and Texas home equity lending rules, including requirements for homestead and real estate collateral.
Ensure required disclosures are accurate, complete, and issued within regulatory timelines.
Document member interactions and application activity sufficiently to support audits and examinations.
Collaborate with processors, underwriters, closers, and branch partners to resolve issues and provide a seamless member experience.
Participate in pilots of CUTX-approved AI tools, provide feedback, and adopt approved enhancements.
Review every AI-drafted member communication before sending and validate AI-extracted application data against source documents before submitting files to processing.
Stop relying on and immediately escalate AI output that appears inaccurate, biased, non-compliant, or outside the role's documented scope.
Protect member non-public personal information and confidential information by using AI tools only as approved for the relevant data classification.
Complete required AI training within 30 days of hire and maintain currency through annual refreshers.
Complete additional duties as assigned by management.