Lending Call Center Specialist I

San Diego County Credit Union•Chula Vista, CA

About The Position

The Lending Call Center Specialist I provides prompt, professional, and accurate information by accepting and processing routine loan requests and applications in a call center environment. The role cross-sells Credit Union products and services to meet members’ needs, improve member satisfaction, and maintain organizational service standards. The specialist handles member inquiries and loan applications for real estate and consumer lending, provides application updates and follow-up, and helps members select loan programs, account types, and services. The position also supports members through Live Chat, assists team members with Help Desk inquiries, and follows applicable AML/BSA policies and procedures. The schedule is 40 hours per week: Monday through Thursday, 8:00 AM–5:00 PM; Friday, 9:00 AM–6:00 PM; and rotating Saturdays, 8:30 AM–5:00 PM. Sunday is off.

Requirements

High school diploma or equivalent.
Successful completion of the Credit Union’s Real Estate Certification Training Program after being hired.
One year of financial institution customer service experience.
Strong organizational skills and ability to balance competing priorities, provide thorough follow-up within established time frames, and work with a sense of urgency.
Ability to work in a team environment.
Effective verbal and written communication skills.
Superior customer service skills and a high level of integrity.
Demonstrated sales ability.
Sales techniques and thorough knowledge of, and willingness to actively promote, Credit Union products and services.

Nice To Haves

Six months of consumer or real estate experience.

Responsibilities

Promptly answer incoming calls through the phone queue in a polite and professional manner; determine the caller’s needs and membership eligibility, process requests, and coordinate with appropriate personnel to provide service or complete the loan process within established service levels.
Consistently meet established sales, production, efficiency, and quality metrics.
Keep abreast of regulatory requirements for establishing new loan applications.
Quote real estate rates and programs, pre-qualify members, process real estate loan applications, and provide necessary follow-up.
Quote consumer loan rates and programs, pre-qualify members, process consumer loan applications, and provide necessary follow-up.
Provide borrowers with application status updates.
Interview members by telephone to determine financial needs and assist them in selecting suitable loan programs, account types, and services.
Process and follow up on real estate and consumer loan application leads, contacting members within 24 hours of assignment.
Develop industry knowledge and workflow proficiency; troubleshoot and solve problems throughout the application process.
Provide member support through Live Chat.
Provide Help Desk support for team member inquiries.
Participate in assigned AML/BSA compliance training and follow Credit Union AML/BSA policies and procedures, including CTR rules and form preparation, referring suspicious activity to Compliance, performing OFAC comparisons, and properly identifying individuals under Branch Operations procedures.
May train other staff members in product knowledge and basic origination and cross-selling methods.
Perform other duties as assigned.