Loan Application Analyst

Pennsylvania State Employees Credit Union•Harrisburg, PA

4d•Onsite

About The Position

The Loan Application Analyst provides superior service to all member callers by assisting with phone loan application entry, providing product knowledge, and processing loan applications. This role involves handling member calls and queries, loan underwriting, de-escalation and conflict resolution, training and collaboration, and maintaining quality and efficiency while meeting call targets. The position operates Monday - Friday 10:00am - 6:00pm, with every Saturday 8:00am - 4:00 pm. A day off during the week will be determined.

Requirements

High School (Required)
Any equivalent combination of experience and education.

Responsibilities

Answer incoming calls promptly and provide accurate, satisfactory answers to member queries and concerns.
Assist members via email or other communication channels as needed.
Call members to inform them about new products, services, and policies.
Provide information on loan options, terms, and conditions.
Guide members through troubleshooting, navigating the company website, or using products/services.
Evaluate loan applications, verifying information provided by applicants.
Determine risks associated with lending to members based on their credit history and financial status.
Review file documentation for completeness and accuracy.
Verify applicant history with credit bureaus and other agencies to facilitate loan approval or denial.
De-escalate situations involving dissatisfied members, offering patient assistance and support.
Handle member complaints professionally and efficiently.
Assist in training new employees, ensuring they understand policies.
Collaborate with other departments to improve overall service.
Maintain a focus on call quality while meeting quantity goals.
Efficiently manage call time without compromising the quality of interactions.
Make a predetermined number of outbound calls per hour, as outlined by management.
Strive to consistently meet or surpass the monthly call expectation.
Perform other duties as assigned.