Consumer Lending Specialist Role:

To assist members and potential members with their secured and unsecured lending needs. This role will provide expertise with respect to Credit Union loan products and services, setting up new accounts, and building relationships with the members to generate future loan opportunities. This position will utilize traditional communication to reach members and potential members, such as making and receiving phone calls, along with utilizing digital technology, including email and text messaging.

Essential Functions & Responsibilities:

Fulfill members and prospective members' unsecured and secured loan applications and inquires; identify cross-sell opportunities and offer services and products to member including GAP, MBP, and debt protection. Prepares necessary documents for loan processing and underwriting including handling approved loans for documentation, disbursement, and filing. Ensures all documents and processes are in compliance in regard to Credit Union policies and state and federal regulations. Makes appropriate outbound calls to build business with current and potential members and dealers. Uses appropriate sales queues to sell Credit Union products and promotes member retention. Utilizes daily reporting and queues to ensure loan applications are completed within applicable regulatory timeframes and Credit Union service level expectations are met. Funds loans according to Credit Union policies and procedures. Finishes loan packages and sends all completed loan documents to Quality Control. Assist members with opening accounts; answers questions pertaining to Credit Union products (GAP, MBP, and debt protection) and services and resolves problems that are within authority. Provides support to branch staff with unsecured and secured consumer loan questions. Performs other duties as assigned.

Performance Measurements:

Accountability

• Holds self accountable for quality, timely and effective results. Follows determined objectives and priorities. Accepts responsibility for mistakes; complies with established systems and rules. Attention to Detail
• Thinks through assignments or situations and demonstrates logical thought (related to CU practices /processes), and attention to detail. Work is accurate and complete. Communication
• Listens to others, processes information, and communicates appropriately. Gives feedback when requested and is receptive to feedback received. Keeps others informed and ensures message is received by end-user. Member Service
• Meets the needs of both internal and external members. Delivers quality products and/or services; exhibits a can-do attitude. Job Knowledge
• Meets job knowledge for current position level. Usually performs all tasks in expected time. Employee is continuing professional growth. Works with appropriate level of supervision and knows when to ask questions or ask for help. Usually uses available resources before requesting assistance. Decision Making/Problem Solving
• Uses good judgment and solves common or routine problems. Understands how actions effect department and CU. Seeks advice or guidance when appropriate. Teamwork
• Demonstrates diplomacy, tact, skill and discretion when dealing with others, and has good working relationships.

May sometimes require assistance with conflict resolution.

Knowledge and Skills:

Experience Three years to five years of similar or related experience. Education A high school education or GED. Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. Other Skills Working knowledge of regulations relating to all Credit Union deposit products (Reg E, Reg CC, Reg D, Truth-in-Savings Act). Able to operate a 10-key calculator and computer keyboard. Communication skills required. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds. Ability to communicate with members, specifically, ability to speak clearly with sufficient volume to be heard by members and ability to hear members' responses. Work Environment Work is primarily in a call/contact center environment.