Consumer Lending Representative

About Us:

Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with over $4 billion in assets. With an occupation-based field of membership, Ascend is focused on the expansion and diversification of the select employee groups it serves, which creates greater security for the credit union and its member-owners. Approximately 650 employees serve more than 260,000 members from 28 Middle Tennessee branch locations, Regional Operations Center, Teller Center and Corporate Headquarters. Ascend recognizes that its employees are critical to the credit unions sustained success and future growth. Our employees are the face of the credit union and their personal successes fuel the success of the team. Through collaboration between employees, management, our membership and our Board, we fuel an engine that propels the credit union forward.

Thank you for your interest in a career with Ascend Federal Credit Union Being employed by Ascend is vastly different than just holding a job. The credit union prides itself on providing employees rewarding career opportunities, competitive benefits and a unique work culture. The credit unions commitment to its employees is fostered by its commitment to the member-owners, ensuring dedicated and engaged employees to serve the membership. Ascends vision to be the most loved credit union in our market by employees and members alike has earned the credit union distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016-2023) and Training APEX Awards (2015-2024).

Provides all back-office processing for Consumer Lending Department, including but not limited to, consumer loans, home equity loans, small business loans, credit cards, and new accounts. Provides information and credit union services to the membership through interactions by telephone, web message, email or mail. Responsible for daily processing of loan applications over the phone and through the online channel, processing online new accounts, and responding to loan inquiries.

#LI-Onsite

• Originates consumer, home equity and small business loan applications by phone
• Processes consumer, small business, home equity and new account applications submitted through the online channel within established timeframes
• Effectively manage inbound/outbound calls and online application queues, while consistently maintaining a high level of accuracy
• Manage high production volumes in a fast paced environment
• Opens new accounts, including share, share draft, Christmas Club, secondary accounts and Money Market.
• Advocates for the member and acts as a liaison between the consumer underwriter and the member, to gather information required to render a decision. Communicates, loan options, rates, terms, stipulations and other requirements to the borrower
• Conducts outbound calls within established timeframes to communicate lending decisions. Discuss credit enhancement tips if the borrower(s) has challenging credit. Identify and cross-sell insurance products that complement the appropriate lending product
• Reads and interprets income verification, credit reports, Carfax reports, collateral values including NADA, KBB, AVM, and real estate appraisals
• Assists members with inquiries and provides general information about the credit union and its loan policies by mail, telephone or email.
• Consistently meet or exceed department and individual sales and production goals
• Ensure loan applications are complete and accurate. Complete loan booking and funding process by obtaining signatures electronically or by mail and collecting any applicable fees
• Ensure loan applications are complete and accurate. Complete loan booking and funding process by satisfying loan stipulations, obtaining signatures electronically or by mail and collecting any applicable fees
• Complete any servicing that is required post loan disbursement which includes but is not limited to, ordering coupons, ordering credit cards, setting up automatic payments, notifying other departments of any pertinent information pertaining to the new loan
• Complete any servicing that is required post new account creation, which includes but is not limited to, mailing a welcome packet, ordering debit/ATM cards, setting up online banking, notifying other departments of any pertinent information pertaining to the new account
• Maintains up-to-date knowledge of credit union products and services and communicates advantages and benefits to the members in a way that is fluent and insightful. Identifies and executes opportunities around the Credit Unions products and services.
• Responds to lending and new account emails received through the credit unions website within established timeframes
• Processes requests for loan modifications, skip payments and deferments
• Maintains consumer confidence by keeping loan and account information confidential
• Thoroughly reviews all member documentation presented to determine legitimacy, including but not limited to, state or government issued identification, pay statements, and other member presented identifying documentation
• Reviews fraud alerts and researches member information regarding risk or fraud
• Recognizes fraud scenarios and documentation such as fraudulent paystubs, lease agreements, W2s, etc.
• Reviews membership information and identification documents identifying when there are discrepancies or irregularities, to determine the validity of information
• Possesses knowledge of all credit union services and products, to answer questions from the membership and other outside contacts.
• May assist with the training of other personnel in the department as assigned.
• Provides continuous feedback to supervisor
• Follows policy and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Office of Foreign Assets Control (OFAC) daily to ensure compliance with current regulations.
• Read all internal publications including HUB and Possibilities.
• Perform other duties as required or assigned.

Education

• High School Diploma or equivalent is required

Work Experience

• 3-5 years of similar or related experience is required

Knowledge, Skills, and Abilities

• A high level of problem solving skills, and the ability to communicate in a clear, concise manner
• Must treat all members and outside contacts in a positive and cooperative attitude.
• Excellent verbal communication skills to communicate professionally.
• Works under general supervision and relies on experience and judgment to accomplish the goals of the department
• A high degree of poise and tact to represent the credit union positively to the membership and outside contacts.
• Ability to organize and prioritize work with minimum supervision.
• Must be able to manage multiple projects and prioritize multiple tasks
• Must be accurate in all loan transactions and teller transactions, including cash handling.
• Working knowledge of computer programs including Microsoft Word, Microsoft Outlook, Excel and the internet.
• Must have ability to operate or have ability to be trained to operate related office equipment including calculator, check and receipt printers, computer terminal (PC), photocopier, telephone and typewriter.
• Regular and reliable attendance is required.

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Ascend Federal Credit Union is an Equal Opportunity Employer.