Lending Center Coordinator

Eastman Credit Union•Kingsport, TN

3d•Hybrid

About The Position

Eastman Credit Union is now hiring a Lending Center Coordinator! The Lending Center Coordinator will have a thorough understanding of all Credit Union processes, products, and services. The primary roles of the position are to originate, process and book consumer loan applications via phone or online channels from ECU members and non-members. Daily assignments will fluctuate based on business need. The Lending Center Coordinator must exhibit the ability to work independently with excellent organizational and member service skills in a high-volume call center environment. This is accomplished by monitoring call boards, various queues, and various methods of correspondence (i.e., phone, voicemail, email, and text messaging). This position allows for a hybrid work from home schedule for eligible employees.

Requirements

Thorough understanding of all Credit Union processes, products, and services.
Ability to work independently with excellent organizational and member service skills in a high-volume call center environment.
Ability to monitor call boards, various queues, and various methods of correspondence (i.e., phone, voicemail, email, and text messaging).
Strong multi-tasking, time management and organizational skills.
Strong computer, written and verbal skills.
Teamwork – Balances team and individual responsibilities; contributes to building a positive team spirit.
Motivation – Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles.
Planning/organizing- Prioritizes and plans work activities; uses time efficiently.
Professionalism – Approaches others in a tactful manner; Reacts well under pressure; treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; follow through with commitments.
Quality – completes work in a timely manner.
Quantity – completes a high volume of work without error.
Adaptability – Able to deal with frequent changes, delays, or unexpected events.
Attendance/punctuality – Is consistently at work on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
Dependability – Follows instructions; responds to management direction; takes responsibility, keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
Minimize personal interruptions during work hours.

Nice To Haves

Hybrid work from home schedule for eligible employees.

Responsibilities

Maintain knowledge of regulations regarding Consumer Loan processes, visa processes and various member service processes
Adhere to ECU policies and guidelines.
Maintain skilled knowledge of MeridianLink, centralized ECU Employee loans, CuneXus, DocuSign, DealerTrack, DNA, Quest, Five9, Outlook, Nautilus, Microsoft Teams, Eltropy, etc.
Be self-motivated and can work independently.
Interact with ECU members to build relationships by adhering to ECU’s Service Excellence Expectations
Adhere to the Communication Handbook standards when communicating with members and co workers through all channels (i.e., text – Eltropy, Microsoft Teams, email, and phone)
Answer a high number of calls and create quality loan applications by thoroughly and confidently conducting loan interviews with applicants which includes discussing information disclosed on credit reports.
Make quick decisions in adherence to procedure and using judgment.
Educate members on debt protection, GAP, and MRC products for consumer loans to protect members and ECU.
Be aware of possible fraud attempts.
Exhibit strong multi-tasking, time management and organizational skills.
Manage a heavy workload which includes accepting inbound calls, making outbound phone calls, working online applications, toggling among various queues in Velocity, responding to email, Instant Messaging, receiving, and sending loan documents, etc.
Exhibit strong computer, written and verbal skills.
Refer members to other ECU departments as cross servicing opportunities are identified.
Work with central underwriters, consumer processing, branch staff, and other departments to refer or capture additional loan opportunities which may benefit members.
Serve as a resource to members and co-workers.
Be flexible.
Audit applications and various documentation for accuracy prior to booking applications.
Upload applications and communicate with applicant, co-workers, as necessary.
Complete closing checklist
Prepare overnight mail when necessary.
Adhere to ECU Lending policies and guidelines.
Responsible for accurate, complete, loan documentation
Maintain strict confidentiality toward member accounts within ECU as well as outside of ECU.
Maintain strict confidentiality toward ECU corporate information and assets.
Maintain up-to-date knowledge of relevant regulations (including BSA, FCRA, ECOA, MLA, and OFAC)
Identify and manage risks within the department
Know and adhere to the Service Excellence plays in the ECU’s “Service Excellence Playbook.”
Know and adhere to Mystery Shop expectations.
Assist in creating and maintaining a “Member First” culture.
Identify and support self-improvement opportunities.
Demonstrate team player qualities
Volunteer to assist other staff whenever possible.
Assist others within ECU.
Attend and participate in Team meetings.
Support ECU’s Mission, Vision, Strategic Intent, Values, Policies, Guidelines and Management’s decisions and communicate these in a positive manner.
Demonstrate exceptional attendance and punctuality practices.
Arrive at work and return from lunch/meetings promptly (be at workstation and ready to work at scheduled time)
Document overtime, PTO, etc.
Be flexible when needed during scheduled off time.
Be confident in dealing with upset members.
Self-motivated and multi-tasking to successfully manage a large volume of work.
Communicate effectively with the underwriting team regarding applicant’s credit, income, etc.