Lending Center Consultant

Technology Credit Union•San Jose, CA

About The Position

The Lending Center Consultant maintains and follows up on loan and membership applications received from non-branch sources, including the website, Lending Center, Member Contact Center, Private Banking, Mortgage Lending, and 24-hour access service. From application through funding, the consultant provides members with timely information and guidance and arranges document signings at a Tech CU branch, by e-signature, or remotely. The role primarily focuses on loan production and associated sales goals. The consultant maintains knowledge of loan products, features, documentation, funding procedures, timelines, and current campaigns. They process membership applications through the website and Lending Center/Member Contact Center, make welcome calls, explain products and campaigns, identify cross-sell and referral opportunities, and meet service and sales standards. They serve as the primary member contact for loan progress, investigate complex issues, resolve concerns, and coordinate application analysis, required membership, document signing, and loan disbursal. The role also includes verifying application information for fraud prevention and maintaining accurate application histories. This is a full-time position, typically 40 hours per week, Monday through Friday, with an eight-hour shift scheduled within the 7:45 a.m.–6:00 p.m. window and rotating Saturday coverage from 9:45 a.m.–2:15 p.m. Occasional overtime may be required. The position works in an office environment and interacts with members by phone. It requires enrollment and continued registration with the Nationwide Multistate Licensing System (NMLS) under Tech CU’s company registration upon employment.

Requirements

High school diploma or equivalent work experience.
2–3 years of increasing experience in related disciplines, including consumer loans or other financial products, in a sales and service environment at a credit union or other financial institution.
Excellent verbal and written communication skills.
Good time-management skills.
Awareness of consumer loan products, applications, and regulations.
Solid PC skills.
Strong sales, service, organization, and team-orientation skills.
Ability to work in a team environment.
Analytical, organizational, and problem-resolution skills.
Knowledge of Tech CU products and service applications, rules, regulations, policies, and procedures.
Upon employment, enroll in and maintain registration with the Nationwide Multistate Licensing System (NMLS) under Tech CU’s company registration.
Ability to sit for 92% of the day; read a computer screen and perform keyboarding tasks for up to 80% of the day; and listen and speak to others for 92% of the time while seated.

Responsibilities

Maintain technical knowledge of loan products, features, documentation, funding processes, steps, and timelines from origination through funding.
Process membership applications received through the website and Lending Center/Member Contact Center; make outbound welcome calls to new members, cross-sell relevant products and services, and meet service-level standards.
Explain product features, benefits, strengths, and current marketing campaigns, and maintain knowledge of marketplace competitors and their products and services.
Identify referral and cross-sell opportunities while fulfilling member needs and responding to promotions and marketing campaigns.
Maintain 92% available time for calls and help manage call flow and abandonment rates to support department goals.
Respond to caller information requests, resolve member concerns, address escalated issues, or direct issues to the appropriate level or department with relevant case details.
Act as the primary member contact regarding loan products and services until the need is met or the loan is funded, and research complex issues.
Complete sales transaction details promptly and accurately in the appropriate systems; follow up to confirm referred products or services meet member needs.
Keep commitments to members and Tech CU personnel.
Meet HELOC service-level guidelines from application through underwriting to the first member contact, and coordinate HELOC remote signings with members and the processing center.
Gather and distribute documents and information needed for application analysis and loan disbursal, including establishing required membership.
Verify information on loan and membership applications using due diligence and investigation practices to help prevent fraud.
Communicate decisions to members in the manner established by Tech CU.
Plan outbound calls to maintain phone coverage and manage time efficiently; maintain complete and accurate notes in loan and membership application histories.
Support Tech CU’s mission, vision, and values; meet regularly with a manager to discuss goals, performance, and development; comply with policies, procedures, conduct and ethics requirements, regulatory requirements, and internal controls and security measures.
Meet individual product referral goals and achieve a regular call/email average of 90% or better.

Benefits

Medical, dental, and vision plans.
Life and disability insurance.
401(k) plan with company match.
12 paid holidays annually.
Paid time off accruing at 5.54 hours per bi-weekly paycheck (approximately 18 days per year), increasing with length of service.
Eight hours of annual voluntary time off for full-time employees to support charitable organizations.
Flexible Spending Accounts.
Employee-paid voluntary benefits.
Leaves of absence in compliance with state and federal regulations.
Target bonus potential of 5% of base salary based on company and individual performance.