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Consumer Lending Retail Loan Officer

3 months ago

Austin, Texas, United States University Federal Credit Union Full time
Job Summary

The Bilingual Consumer Retail Loan Officer (RLO) delivers an exceptional Member experience primarily within UFCU branches, and in collaboration with assigned branch team members, by maintaining the accuracy, integrity, and quality of lending services to optimize Members' financial health. The Bilingual Consumer RLO leverages critical thinking, problem solving, and high Member contact in their daily work, using their expertise and product knowledge to provide the correct consumer lending products that best fit the Member's needs, and provides limited support to fulfill Member mortgage inquiries to be routed accordingly.

This role fully analyzes each loan application and all required lending documents to fulfill loan closings. The Consumer RLO maintains updated industry and regulatory knowledge and uses effective assessments of financial needs to create and deliver compliant, mutually beneficial, value-added consumer lending solutions. With superior sales skills and product knowledge, the Bilingual Consumer RLO increases Member retention, product penetration, and profitability.

The Bilingual Consumer RLO reports to the Manager - Retail Consumer Lending Sales.

Essential Functions

Member Experience
  • Demonstrate unsurpassed commitment to exceptional Member service and teamwork with each encounter, often going beyond the Member's initial need or concern.
  • Provide timely and accurate information, responses, and decisions to internal and external Members.
  • Display strong written, spoken, listening, and interpersonal communication skills by clearly and effectively communicating with Members and staff, including timely follow-up on open items, primarily in a Member-facing environment.
  • Assist Members with basic mortgage inquiries and submit applicable referrals.
Sales Performance and Product Knowledge
  • Actively seek opportunities to maximize loan volume by demonstrating a strong results orientation and superior application quality.
  • Consistently follow up on applications to maximize the number approved/funded.
  • Use strong influential and consultative sales skills, analytic ability, and knowledge of UFCU's ancillary products and services to enhance the quality and depth of Member relationships, thereby increasing Member retention, product penetration, and profitability.
Application Analysis and Loan Documentation
  • Income Review
    • Accurately review, calculate, and confirm income, tax returns, and financial statements
    • Work with Underwriters to determine appropriate next steps and additional information needed for loan approval
    • Provide guidance on sources of income that may be included in loan application
  • Application and Loan Documentation
    • Analyze all application and loan documentation, verify completeness and accuracy of files and communicate responses to Members, staff, dealers, and others in a courteous and timely manner
    • Provide Member with correct loan documents and disclosures, process loans with accuracy and efficiency
  • Stipulations Review
    • Independently ensure that all stipulations set forth by Underwriter are fulfilled appropriately
    • Perform all needed follow-up with Member or other parties to act on stipulations to completion
    • Identify and escalate any issues of risk or fraud to the appropriate Lending team members
Communication and Follow-Up
  • Collaborate with various team members within the lending department, in retail branches, and across the organization.
  • Apply a commitment to excellent Member service and strong interpersonal skills to build and maintain positive relationships with team members, internal partners, and various vendors.
  • Maintain professional, clear, and effective spoken and written communication with Members, potential Members, business partners and staff; consistently exhibit tact and diplomacy in all communication.
  • Provide prompt follow up to resolve problems and/or respond to inquiries; provide updates or correct audit errors within an allotted appropriate time.
  • Follow up on applications to ensure funding occurs in a timely manner.
Ongoing Industry Learning and Development
  • Demonstrate a commitment to ongoing learning and development through various means to ensure role competency.
  • Maintain current knowledge of industry trends and regulatory updates.
  • Possess superior technical skills and actively seek opportunities to improve skillset.
Other
  • Adhere to all company policies, procedures and business ethics codes.
  • Complete required regulatory training as assigned.
  • Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.
Knowledge/Skills/Abilities

Knowledge
  • Expert knowledge of consumer lending products, regulations, services, and process.
  • Basic knowledge of consumer credit laws and regulations related to loan products.
  • Competence using Microsoft Office Suite products.
Skills
  • Strong influential and consultative sales skills
  • Strong analytical and creative problem-solving skills and attention to detail.
  • Exceptional interpersonal, spoken, and written communication skills, with the ability to communicate effectively with borrowers and colleagues.
  • Excellent customer service skills and ability to quickly establish rapport and trust over the telephone and via email.
Abilities
  • Ability to use loan origination software to efficiently perform job functions.
  • Strong results orientation; able to consistently meet or exceed goals.
  • Ability to effectively multi-task and excel in a high-stress environment.
  • Ability to manage time effectively and handle high volume of inbound leads.
  • Ability to present ideas and thoughts clearly and concisely.
  • Ability to deliver presentations with persuasiveness and confidence.
  • Ability to identify mortgage opportunities utilizing credit report.
Competencies
  • Adaptability
  • Building Member Loyalty
  • Building Partnerships
  • Communication
  • Emotional Intelligence
  • Focus on Results
  • Influence
Experience

Minimum Qualifications
  • High school diploma or equivalent
  • Minimum of three (3) years of general sales or customer service experience
  • Experience in loan application entry and application review
  • Possess or ability to obtain NMLS license
  • Experience working with changing priorities and deadlines
  • Bilingual in Spanish and English
  • Must be bondable
Preferred Qualifications
  • Bachelor's degree in business, finance or related field
  • Minimum of three (3) years of experience in financial products sales
  • High-volume call center experience
  • Credit Union or financial industry experience
Physical Demands

The physical demands described are representative of those that an employee must meet, with or without accommodation, in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Frequent
  • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
  • Employee will make extensive use of the telephone and/or virtual communications platforms to communicate information, requiring accurate perception of speech and clear speaking abilities.
Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.
  • This position may involve periodic stressful conditions.
  • May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
  • May occasionally move from one work location/branch to another.
  • Public contact position, requiring appropriate professional appearance.
  • Frequent computer use at a workstation of up to two hours at a time.
  • The noise level in the work environment is usually moderate.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)