Lending Call Center Specialist I
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, increase member satisfaction, and maintain organizational quality-service standards. The specialist responds to members by phone and live chat, determines their financial needs, provides information about consumer and real estate loan rates and programs, pre-qualifies members, processes applications, and follows up on application leads and status requests. The position also supports team members through Help Desk inquiries and follows applicable regulatory and AML/BSA policies and procedures.
Requirements
- High school diploma or equivalent.
- Successful completion of the Credit Union’s Real Estate Certification Training Program after hiring into the position.
- One year of financial institution customer service experience.
- Strong organizational skills and the 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, knowledge of sales techniques, 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, and coordinate with appropriate personnel to service the call or complete the loan process within established service levels.
- Consistently meet established departmental sales, production, efficiency, and quality metrics.
- Keep current on regulatory requirements for establishing new loan applications.
- Quote real estate loan rates and programs, pre-qualify members, process real estate loan applications, and provide required follow-up.
- Quote consumer loan rates and programs, pre-qualify members, process consumer lending applications, and provide required follow-up.
- Provide borrowers with application status updates.
- Interview members by telephone to determine their financial needs and help them select 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 proficiency in workflow processes, troubleshooting, and resolving issues at each stage of the application process.
- Provide support to members 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 the Compliance Department, performing OFAC comparisons, and properly identifying individuals in accordance with Branch Operations procedures.
- May help train other staff members in product knowledge and basic origination and cross-selling methods.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
