Loan Officer - Farm Lane Branch

MSU Federal Credit Union•East Lansing, MI

41d•$21•Onsite

About The Position

The Loan Officer position is responsible for providing a superior member service experience during the consumer loan application process and when responding to member transaction requests. The Loan Officer plays a pivotal role in helping members achieve their financial goals by guiding them through the consumer loan process. Loan Officers respond to member requests for consumer loans and recommend additional products and services that elevate the member's financial wellbeing and perform these tasks with accuracy and efficiency. This role requires a strong understanding of lending regulations, excellent communication and sales skills, and a commitment to providing superior member service. The position requires the ability to work during branch hours, including Saturdays, and supporting other locations to meet needs across the branch network. Full-time branch employees are scheduled up to 40 hours per week. Work Arrangement: This position is able to work onsite at our Farm Lane branch. Schedule: This position requires working a standard 40 hour week during Branch hours of operations Monday - Thursday 8:45am - 5:45pm Friday 8:00am - 6:15pm Rotating Saturdays 8:45am - 1:15pm Employees work every other Saturday and receive a consistent day off during the week to offset their hours Scheduled hours could change based on business need and future department growth. An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment. Compensation & Benefits: Starting at $21/hour dependent on experience 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays 401(k) with a company match Tuition Reimbursement Up to 12 Weeks of Paid Parental Leave Learn more about our benefits here

Requirements

Follow proper balancing and cash handling procedures
Regular and predictable attendance
Demonstrate company core values
Ability to work scheduled hours including, weekend and overtime, when applicable
Receptive to accepting and applying feedback
Strong attention to detail
Proficient in member service
3+ years customer service/sales experience or equivalent desired, with consumer lending experience preferred
Knowledge of lending regulations, credit analysis, and loan origination processes
Demonstrate comprehensive knowledge of consumer lending products, services, and processes
Strong ability to analyze financial and credit data
Excellent listening skills
Professional business etiquette and presentation skills, including maintaining professional workspace
Proficient in sales skills with identifiable results
Critical thinking and problem-solving skills
Effective verbal and written communication skills
Effective teamwork and collaboration skills
Skills in de-escalating and resolving escalating member situations
Effective use of fraud detection and prevention techniques
Adaptability and Flexibility
Analytical skills and the ability to work independently
Math and general clerical aptitude
Ability to multitask and prioritize
Reliable and dependable
Functional knowledge of Credit Union or other financial institution systems, products, services, and procedures preferred
High School Diploma or GED
Master all Loan Officer knowledge, skills, and abilities
In-depth understanding of consumer loan processes, including application and funding procedures
Advanced sales skills with proven ability to fund loans, and the ability to support peers in developing their sales skills
Exceptional communication skills, with the ability to effectively convey complex information to members and co-workers
Advanced skills in de-escalating and resolving member issues, with a proven ability to effectively navigate complex conflicts and guide peers in managing escalated concerns
Proven ability to make complex decisions with the ability to guide others in developing this skill
Represent the department on Credit Union committees, special projects, and initiatives, with professionalism
Work independently, demonstrating accountability while requiring minimal supervision
Emerging leadership skills to mentor with the ability to support training efforts and share best practices with peers
Master all Loan Officer and Loan Officer II knowledge, skills, and abilities
Subject matter expert on the loan process including risk identification and mitigation
Comprehensive understanding of consumer loan products, services, and procedures
In-depth knowledge of branch operations, sales strategies, and performance metrics
Well-versed in regulatory requirements and compliance standards in the financial industry
Advanced skill of fraud detection and prevention techniques
Knowledge of training methodologies and best practices for mentoring and coaching
Leadership and team management skills, with the ability to motivate and guide team members
Excellent communication skills, both verbal and written, for effective member and colleague interactions
Analytical skills to evaluate processes and suggest improvements
Advanced sales skills to support branch sales goals and initiatives
Training and development skills to mentor new employees and enhance team performance
Ability to adapt to changes in business strategies, structures, procedures, and technology
Proactive leadership in initiating and supporting training, promotions, and risk assessments
Capability to serve as a resource for in-depth product and service knowledge across branches
Mentoring ability to guide others in identifying and addressing fraud situations
Presentation skills to develop and deliver topics at branch meetings
Continuous improvement mindset to evaluate and enhance processes, training, and member service initiatives
Expertise in advanced de-escalation and resolution of member issues, coupled with exceptional problem-solving and decision-making abilities to navigate complex situations
Strategic thinking to effectively manage and resolve escalated concerns while guiding others

Responsibilities

Provide superior member service by responding positively to lending and account inquiries with urgency, processing transactions and applications accurately and efficiently, personalizing interactions with recommendations of products and services specific to members' unique needs.
Interview consumer loan and Visa applicants while providing information on products and services that best meet the applicant's needs. Request, verify, and deliver all appropriate documentation to the underwriting department.
Analyze and interpret credit reports to assess financial risk and provide thorough information to inform lending decisions, ensuring compliance with relevant regulations and company policies.
Identify and sell products and services, provide financial education to enhance the member experience, and consistently achieve individual and departmental goals.
Utilize loan follow-up and outbound calling to further develop relationships with current members and loan applicants, offer products and services with measurable success, and ensure completeness and timelines of decisioning and funding of loans.
Demonstrate proficiency in Credit Union product knowledge, services, and fintech partners.
Utilize department and Credit Union procedures to mitigate risk and ensure that member requests and transactions are processed with accuracy, protecting members and the Credit Union from loss.
Display adaptability and flexibility in meeting business needs based on member volume patterns at a branch or throughout the branch network.
Utilize a variety of channels to ensure effective communication and collaboration within the branch, the Consumer Loan Center and throughout the Credit Union to foster a positive and professional relationship while enhancing overall service delivery.
Actively promote and guide members in using Credit Union technology, enhancing their experience and empowering members to manage their finances with ease and confidence.
Complete required departmental activities and trainings to ensure compliance with state and federal regulations and Credit Union policies.
Adhere to safety and security procedures regarding emergency situations, third party access to secure areas, and promptly communicate suspicious activity to leadership.
Follow established processes and guidelines in daily activities, adhering to all applicable laws and regulations, adapting to new information, technology platforms, handling ambiguity and adapting to change.
Manage time efficiently and take initiative within the branch; seek opportunities to develop or enhance knowledge.
Effectively handle escalations by taking ownership, de-escalating concerns with empathy and professionalism, and resolving issues to achieve superior service.
Apply fraud detection strategies, taking steps to mitigate risks, protecting members and the Credit Union.
Consistently meet or exceed established performance metrics, contributing to the Credit Union's goals and delivering a high standard of service.
Master all duties and responsibilities of Loan Officer, consistently demonstrating high performance through established metrics.
Consistently offer products and services to members, achieving individual goals as identified for the position and supporting branch performance.
Perform comprehensive financial analysis to recommend appropriate lending solutions that align with members' financial situations, conducting an in-depth financial analysis of members' income, assets, liabilities, and credit histories to recommend complex lending solutions.
Develop and execute comprehensive fraud detection strategies, identifying complex patterns, and recommending steps to mitigate risks.
Provide detailed information to underwriters on complex loan scenarios, ensuring all necessary documentation is submitted accurately.
Assist with Home Equity applications by submitting member information and documents in a timely and accurate manner.
Support the training of new Loan Officers, assisting with processing loan applications and sharing best practices.
Demonstrate a strong understanding of products and services while using the ability to effectively communicate their features, benefits, and uses to members when recommending solutions.
Contribute to service improvement efforts by resolving complex member inquiries and suggesting process enhancements.
Share knowledge of products, services, and procedures with members and coworkers, presenting relevant topics at meetings as needed.
Enhance the member experience by supporting service initiatives, promoting responsiveness, and recommending tailored solutions that drive member satisfaction and loyalty.
Assist peers to ensure concerns are addressed promptly and professionally, effectively handling escalations, de-escalating concerns with empathy and professionalism, and resolving issues to achieve superior service.
Master all duties and responsibilities of Loan Officer and Loan Officer II, consistently demonstrating high performance through established metrics.
Drive team success by supporting individual and branch sales goals through behavior modeling, encouragement, role-playing, training activities, and promotions.
Facilitate adaptation to internal and external business changes, including strategies, structures, procedures, and technology, helping peers navigate transitions smoothly.
Lead proactively by initiating and supporting training sessions, promotions, decision-making processes, and risk assessments.
Exhibit leadership in managing complex member situations and requests, providing guidance and solutions.
Serve as a resource for members and colleagues by offering in-depth knowledge of products, services, and procedures, establishing yourself as a go-to expert across all branches.
Proven ability to mentor effectively to help others identify and address complex fraud situations, ensuring the security and trust of members.
Demonstrated success in training and mentoring new Loan Officers in loan application processing and member interactions, ensuring a high standard of service.
Resolve escalated issues strategically by implementing effective solutions, enhancing service delivery, and mentoring others to prevent future occurrences.
Develop leadership skills by presenting topics at branch meetings, fostering a culture of continuous learning and improvement.
Evaluate and improve processes by offering suggestions to leadership for increased efficiencies, training opportunities, and enhanced member service.
Lead and optimize member service initiatives by developing training programs for team members and driving continuous improvement to elevate the overall member experience.

Benefits

100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
401(k) with a company match
Tuition Reimbursement
Up to 12 Weeks of Paid Parental Leave

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume