LOAN SPECIALIST

7 17 Credit Union•Warren, OH

About The Position

The Loan Specialist serves members and potential members through designated remote delivery channels, building positive relationships by providing accurate, high-quality service. The role educates members about and refers them to Credit Union services, with a primary focus on loan products, insurance, and ancillary lending products. The specialist takes and processes loan applications, performs preliminary credit analysis, communicates loan decisions and closing processes, and identifies opportunities to refer or sell other relevant products and services. The role also handles a broad range of member account, payment, fraud-reporting, and online banking requests by phone and other remote channels. Members’ transactions and Credit Union business must be kept strictly confidential. Limited travel may be required as circumstances dictate. Additional duties may be assigned with or without notice.

Requirements

Direct loan sales experience within the last 36 months is required. If no bidders meet this requirement, loan referral experience within the last 36 months and sales aptitude demonstrated through a third-party vendor test are required for consideration.
Consistent achievement of loan and overall goals, measured on a Credit Union sales or referral matrix, within the last 24 months, or equivalent documented achievement in a financial or retail environment. Consistent achievement means at least three trimesters on a full goal matrix, with no more than one trimester below 100% of goal in the last 24 months.
Previous contact-center or direct member/customer contact and service experience in a financial institution or retail environment within the last 36 months.
Customer-service skills and attitude, including teamwork, commitment, patience, enthusiasm, creativity, listening, comprehension, initiative, cooperation, attention to detail, and resourcefulness.
Professionalism, including confidence, good judgment, appropriate demeanor and appearance, and the ability to interact with employees and members.
Problem-solving, decision-making, time-management, interpersonal communication, and organizational skills.
Excellent oral communication skills; ability to handle difficult contact situations effectively and comfort with sales-focused responsibilities.
Knowledge of Credit Union resources and services, and ability to direct members to the appropriate department.
Ability to work proficiently in a Windows-based environment.
State of Ohio Credit Insurance License, bondability, and State and Federal registration to comply with the Safe Act are required once in the job.

Responsibilities

Interview members by phone and take complete and accurate loan applications, gathering information about assets, collateral values, debts, income, and loan purpose.
Conduct preliminary credit analysis using application scoring and other available means.
Direct applicants to alternative services or loan products that suit their needs, and refer or sell appropriate credit insurance and ancillary loan protection products.
Inform applicants of loan decisions and the loan-closing process through outbound calls or other necessary media.
Contact members by phone to increase loan penetration and handle loan and loan-product referrals from the Teleservice Department.
During incoming calls, provide superior member service, fulfill the call’s primary purpose, identify other potential needs, and refer or sell appropriate Credit Union products and services.
Maintain transaction accuracy, meet established productivity and sales or referral goals, and use members’ names while working to meet service goals.
Verify caller identity using prescribed security questions.
Receive calls and determine the nature of members’ business; handle personal and business account transactions, including account transfers, check withdrawals, loan payoff information, and other loan inquiries.
Process preliminary member-reported fraud claims involving lost or stolen cards, ACH transactions, check forgery, and internet phishing.
Resolve member issues when possible or submit Help Desk tickets for research or resolution.
Accept requests concerning IRA and CD changes, account data changes, and other instructions, and forward them to the appropriate area for completion.
Receive and process transfer requests, including payroll setups and allocations, ACH origination, and loan payments.
Submit online banking reset requests and provide login assistance and bill-payment instructions.
Place stop payments on checks and ACH debits, and waive certain fees within established guidelines.
Submit member comments for follow-up and participate in member surveys and Annual Meeting reservations; identify call types using designated contact-management tools.
Provide routine information through remote delivery channels about Credit Union services and policies and supported third-party vendors, including membership eligibility and applications, account types, insurance products, locations, office hours, and remote services.
Maintain strict confidentiality of member transactions and other Credit Union business.