Member Loan Specialist I, II

California Coast Credit•San Diego, CA

7d•$23 - $32

About The Position

The Member Loan Specialist provides exceptional service in a call center environment, focusing on cross-selling loans, financial products, and services. The role is accountable for meeting or exceeding a 4.00 overall service rating and established monthly and annual sales goals. Annual targets include funding 120 consumer loans and 36 real estate loans, enrolling 120 new members, achieving 33% penetration of consumer loan protection products, and making specified referrals and sales of additional products and digital services. The position supports approximately 200,000 credit union members and reports to the Member Service Center Assistant Manager or Member Service Center Supervisor. It has no direct reports. At Level I, the specialist recommends products and services suited to members’ needs; gathers information and processes membership and consumer loan applications; answers questions about accounts, deposits, and loan products, terms, and conditions; follows applicable policies and regulations; and maintains current product knowledge. The specialist manages multiple tasks accurately and efficiently, works toward sales goals, resolves member issues, and provides backup support in call center phone queues, including online banking and card-related calls. The role requires maintaining a California Endorsee Number to quote and cross-sell vehicle protection products. At Level II, the specialist must also be competent at Level I responsibilities and assist members with real estate loans. This includes maintaining knowledge of real estate loan products, providing appropriate rate quotes, originating real estate loan applications, gathering required information, and setting expectations for the loan process. The specialist must maintain Mortgage Loan Originator registration in compliance with the SAFE Act and provide the registration number to consumers as part of daily mortgage-lending work. The role calls for leadership through positive modeling and new ideas; empathy, self-reflection, active listening, persistence, and intrinsic motivation; creative problem-solving; and respect for diverse perspectives and backgrounds. The specialist is expected to collaborate, support inclusion, and make effective use of others’ skills. Additional responsibilities include meeting sales and service goals, presenting a friendly and positive demeanor, accurately processing accounts and loans, complying with policies and procedures, and performing other assigned tasks, projects, and administrative duties. Work is primarily performed in a cubicle office setting with standard call-center background noise, though remote work may be possible. The position requires communication skills and the ability to tolerate periods of continuous sitting and/or standing. Call center hours are flexible. The listed pay ranges are $22.6756–$28.3445 for Level I and $25.2199–$31.5249 for Level II.

Requirements

High school diploma or equivalent.
Member Loan Specialist I: 2 years of experience in a financial institution or related field, including consumer loan experience and proven successful performance in sales and service.
Member Loan Specialist II: 3 years of experience in a financial institution or related field, including 1 year as a Member Loan Specialist I, real estate loan experience, and proven successful performance in sales and service.
Maintain a California Endorsee Number to quote and cross-sell vehicle protection products.
For Level II, maintain Mortgage Loan Originator registration in compliance with the SAFE Act.
Excellent verbal and written communication skills, sound judgment, and attention to detail.
Ability to work in a fast-paced call center environment and meet sales and service goals.
Strong organizational and time-management skills, self-motivation, and ability to work independently.
Ability to work flexible call center hours; punctuality, ability to follow supervisory instructions, effective teamwork, and understanding of company policies and procedures.
Ability to tolerate periods of continuous sitting and/or standing.
Demonstrate the described behaviors, including empathy, active listening, persistence, creative problem-solving, respect for diversity, inclusion, and collaboration.

Nice To Haves

Previous call-center experience.
Previous experience with Microsoft Windows applications.

Responsibilities

Provide exceptional member service in a call center environment and meet or exceed established service goals.
Meet established sales and funding goals, including consumer loans, real estate loans at Level II, new memberships, and consumer loan protection products.
Cross-sell credit union products and services, make required referrals, and promote online banking, digital services, e-statements, bill pay, and direct deposit.
Recommend products and services that meet members’ needs, gather information, and process membership applications in compliance with regulations.
Answer member questions about consumer accounts, deposit products, and loan products, including terms and conditions.
Gather member information, explain loan features and benefits, and originate consumer loan applications.
At Level II, assist members with real estate loans, provide appropriate rate quotes, originate applications, gather required information, and explain the loan process.
Maintain up-to-date knowledge of credit union products and services and follow policies, procedures, regulations, and ethical standards.
Process new accounts and loans accurately and completely, manage multiple tasks, and meet deadlines.
Resolve member issues in a timely and effective manner and support call center phone queues, including online banking and card-related calls.
Maintain a California Endorsee Number for quoting and cross-selling vehicle protection products.
At Level II, maintain Mortgage Loan Originator registration in compliance with the SAFE Act and provide the registration number to consumers as part of daily mortgage-lending work.
Demonstrate the stated leadership, empathy, active listening, persistence, motivation, problem-solving, inclusion, and collaboration behaviors.
Perform other relevant duties, tasks, projects, and administrative work as assigned.