Lending Center Consultant

Technology Credit Union•San Jose, CA

3d•$55,500 - $72,500

About The Position

The Lending Center Consultant maintains and follows up on loan and membership applications received through non-branch channels, 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 processes membership applications, makes outbound welcome calls, explains products and campaigns, identifies referral and cross-sell opportunities, and serves as the primary member contact on loan progress until the member’s need is met or the loan is funded. The position also gathers and verifies application documents and information, helps prevent fraud, resolves member concerns, maintains accurate application histories, and coordinates HELOC service levels and remote signings. This is a full-time position, typically 40 hours per week. The schedule is an eight-hour weekday shift within 7:45 a.m.–6:00 p.m., plus rotating Saturday shifts from 9:45 a.m.–2:15 p.m.; occasional overtime may be required. The work is in an office environment, with member interaction by phone. The role routinely uses standard office equipment, including a computer, phone, and copier. Physical requirements include sitting 92% of the day, reading a computer screen and keyboarding for up to 80% of the day, and listening and speaking for 92% of the time while seated. The position requires a high school diploma or equivalent work experience and 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. Upon employment, the employee must enroll and maintain registration with the Nationwide Multistate Licensing System (NMLS) under Tech CU’s company registration. The listed salary range for San Jose, California is $55,500–$72,500, with a midpoint of $64,000. Remote salary is adjusted based on geographic location. Most new hires start between the minimum and midpoint, depending on experience and qualifications. Bonus potential is a target of 5% of base salary, based on company and individual performance. Tech CU describes its compensation as pay-for-performance, with base pay benchmarked to the 50th percentile of its market and incentive-based compensation tied to individual and company goals.

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 within 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.
Meet individual product referral goals as outlined by management.
Achieve a regular call/email average of 90% or better.
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 and maintain registration with NMLS under Tech CU’s company registration.
Ability to sit 92% of the day.
Ability to read a computer screen and perform keyboarding tasks for up to 80% of the day.
Ability to listen and speak to others for 92% of the time while seated.

Responsibilities

Maintain and follow up on loan and membership applications received from non-branch sources.
Provide members with timely information and guidance throughout the period between loan application and funding.
Schedule members for document signings at a Tech CU branch, by e-signature, or remotely.
Maintain technical understanding of loan products, features, documentation, funding, and the steps and timelines from origination through funding.
Process membership applications received through the website and Lending Center/Member Contact Center channels; make outbound welcome calls to new members, cross-sell relevant products and services, and follow service level standards.
Explain product features, benefits, strengths, and current marketing campaigns; maintain knowledge of competitors and their products and services.
Identify referral and cross-sell opportunities, including when fulfilling member needs or discussing promotional offers and marketing campaigns.
Maintain 92% available time for calls.
Provide other departments with relevant details when referring member calls.
Respond to information requests, resolve member concerns promptly, and resolve escalated issues or direct them to the appropriate level.
Act as the primary member contact regarding loan services and products until the need is satisfied or the loan is funded, and lead research on complex issues.
Complete sales transaction details promptly and accurately in the appropriate systems.
Follow up with members to confirm referred products or services meet their needs, and keep commitments to members and Tech CU personnel.
Meet the HELOC service level agreement guideline from application through underwriting to the first member contact.
Coordinate HELOC remote signings with members and the processing center in a timely manner.
Gather and share 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.
Monitor agent display to maintain appropriate call flow and abandonment rates in support of department goals.
Plan outbound calls to maintain adequate department phone coverage and efficient time management.
Maintain complete and accurate notes in loan and membership application event histories.
Support Tech CU’s Mission and Vision and demonstrate its stated Values: Accelerate, Collaborate, Innovate, and Cultivate.
Meet regularly with the manager to discuss goal alignment, performance metrics, and development plans.
Comply with Tech CU policies and procedures, the employee Code of Conduct and Business Ethics, confidentiality requirements, applicable regulations, and internal controls and security measures.

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.