Member Loan Specialist I, II

California Coast Credit•San Diego, CA

1d•Hybrid

About The Position

This position is accountable for providing exceptional service in a call center environment with a focus on cross-selling loans, financial products and services. The role involves meeting service goals, sales expectations for various loan types and products, and supporting a large member base. The position reports directly to the Member Service Center Assistant Manager or Member Service Center Supervisor, with no employees reporting to this role.

Requirements

A high school diploma or equivalent is required.
Member Loan Specialist I: 2 years’ experience in a financial institution or other related field, to include consumer loan experience, and proven successful performance in sales and service.
Member Loan Specialist II: 3 years’ experience in a financial institution (with 1 of the 3 years as a Member Loan Specialist I) or other related field, to include real estate loan experience, and proven successful performance in sales and service.
Excellent communication skills; sound judgment, and attention to detail.
Ability to work in a fast-paced call center environment.
Candidates should demonstrate punctuality, the ability to follow supervisory instructions, effective teamwork skills, and a clear understanding of company policies and procedures.

Nice To Haves

Previous experience in a call-center preferred.
Previous experience with Microsoft Windows applications is preferred.

Responsibilities

Recommends products or services that meet the member’s needs, such as savings accounts, checking accounts, or investment options.
Gathers information, processes membership applications, and ensures compliance with regulations.
Answers questions about consumer accounts and deposit and loan products, to include the products terms, and conditions.
Gathers member information for Consumer Loan applications, explaining the features and benefits of different loan types, to help members understand their financial options.
Adheres to regulations, complying with internal policies, and maintaining a high level of ethical conduct.
Maintains up to date knowledge of credit union products and services.
Manages multiple tasks and meets deadlines, while ensuring member applications are processed accurately and efficiently.
Has the ability to meet and exceed monthly sales goals and demonstrates the ability to work independently to drive results that meet member needs.
Provides friendly and helpful member experience, listening to member needs, and resolving issues in a timely and effective manner.
Supports all levels of service in the call center phone queues, to include online banking and card-related calls.
Must maintain as California Endorsee Number: in compliance with the California Department of Insurance to quote and cross-sell vehicle protection products.
Performs other relevant and related duties as required.
Assists members with Real Estate loans, providing rate quotes that match member needs with the correct Real Estate loan product.
Gathers appropriate information needed for a real estate application and sets the expectations of the loan process.
Must maintain registration as Mortgage Loan Originator (MLO) in compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and regularly provide this unique MLO registration number to all consumers as part of their daily work in mortgage lending.
Ensure sales and service goals are met.
Present a friendly, outgoing and positive demeanor.
Process new accounts and/or loans accurately and completely.
Complies with all other policies and procedures.