Senior Consumer Loan Service Delivery Representative

Schools Financial•Tustin, CA

30d•$27 - $39

About The Position

Provides World Class Member service to Members via the phone or email. Provides detailed information and promotes credit union products and services to build relationships. Handles most complex situations in the consumer loan area. Serves as a lead to assist department Supervisors and Assistant Managers in achieving Consumer Loan Originations objectives. Serves as a subject matter expert focused on creating a great Member experience acting as trusted advisors for Consumer Loan Originations contact center teammembers and leadership, supporting the credit union with knowledge and guidance. Assist with onboarding new teammembers as they complete classroom training by assisting in the learning lab where teammembers are trained after returning from classroom training.

Requirements

High School Diploma or GED required
5-7 years previous experience in a service/lending environment required
Demonstrated expert level proficiency with Consumer Loan systems and tools
Require deep knowledge and understanding of teammember workflows
Highly proficient communication and interpersonal skills
Proficient in relevant computer applications
Provides suggestions for streamlining department and credit union operations
Displays courtesy and sensitivity
Effective verbal and written communication skills
Complies with legal and regulatory guidelines
Alerts management to questionable practices
Asks questions to clarify and verify information
Summarizes transaction clearly and concisely
Uses correct terminology
Consistent demonstration of Leadership skills
Practices empowered decision making

Responsibilities

Serving the Membership over the telephone by answering and processing expert level Member transaction requests and providing product and service information, while supporting various consumer lending call queues.
Accurately present information and perform tasks associated with originating (applications), processing and funding of various consumer loan products offered by the Credit Union including requesting and gathering relevant documents from Members (registration, income, purchase orders, etc.), entering data to complete transaction and conveying approximate processing times.
Prepare loans for funding, ensuring all documents and funding terms are correct and forms (if applicable) are properly signed.
Has an expert knowledge of consumer lending products and services including all DMV transactions and ancillary insurance products to effectively refer Members to the appropriate area. Identify needs and make recommendations for Members requests. Makes exceptions within limits independently based on expertise and convey specific recommendations when decision is outside authority limits.
Possesses an expert level understanding of consumer lending servicing, identifying needs, researching escalated situations, making consultative recommendations, and processing Member requests.
Communicate all consumer loan decisions (approvals and denials) to Members, advise them of all requirements necessary for loan approvals. Take an active advisor role with denials to understand when a loan should be reconsidered for an approval and advocate with support. Provide expert financial advice to the Member based on the denial codes/comments in an effort to help the Member garner an approval in the future.
Handles expert level escalations (i.e. loan denial questions; intricate product questions, etc.) where Members are asking to escalate their situation to a higher level of authority. This includes working the escalation and/or advanced queues taking escalations from Members and teammembers. Works with minimal supervision, using advanced problem solving skills and sound judgment when advocating for Member. Will assist taking calls on the Supervisor/Assistant Manager escalation queue.
Assists Consumer Loan Originations with training of new teammembers and cross training of existing teammembers in area of specialty. Keeps up to date with policy/procedure updates and helps train team on higher lending skills (discussing/understanding loan decisions, escalated situations, how to be an advisor versus a product expert, etc.). May collaborate with Leaning & Development regarding training recommendations and other departments (operations, servicing, etc.) as service collaborators.
Serves as a lead in the department to teammembers by providing one on one feedback from observations/call monitoring, coaching, mentoring, efficiency/adherence, training on policies and procedures, new/enhanced services, relays observational feedback to Management along with suggestions on service improvements and actions they recommend to deliver a higher level of service.
Maintain professional and technical knowledge by completing ilearn activities; attending educational workshops, when available; reviewing professional publications; establishing personal networks; benchmarking world-class practices.
Performs other duties as assigned
Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions