Contact Center Lending Advisor

2 days ago

Midlothian, Texas, United States Member One FCU Full time
Job Description:

Primary Function:

In a contact center environment, proactively contact existing and potential members to introduce needs-based lending and deposit solutions, contributing to the credit union's loan growth goals and strategies.

Expand and deepen member relationships through products and services, while providing quality, professional service and maintaining adherence to contact center scheduling.

Enter consumer loan and first mortgage applications in conformity with all applicable regulations, including credit union policies and procedures.

As an on-phone representative, answer all inquiries and promote credit union products and services, ensuring member service experience expectations are met.

Job Duties and Responsibilities:
  • Consistently and proactively seek sales leads through campaigns, corporate promotions, active credit bureau reports, and other sources.
  • Maintain exceptional follow-up and follow-through on all claimed sales leads and applications entered.
  • Discuss first mortgage and consumer loan products and services, exploring and evaluating member financial needs to make recommendations.
  • Enter all loan applications accurately and completely, preparing consumer loan applications for disbursement.
  • Make outbound calls and perform account inquiries and transactions as needed, using cross-selling techniques and lending knowledge to discuss additional products and services.
  • Take inbound calls as needed by the business unit, making positive contributions to the team and department.
  • Meet and/or exceed all individual, team, and department performance metrics and goals, complying with all published enterprise-level policies and procedures.
Job Qualifications:
  • A detailed knowledge of consumer loan policies, procedures, workflows, and guidelines.
  • A continued knowledge of and compliance with lending guidelines and regulations.
  • Strong computer and organizational skills, with the ability to produce results in a service, goal-oriented, and production environment.
  • Excellent written and verbal communication skills, with the ability to quickly and professionally adjust in a high-paced and constantly changing environment.
Expectations:
  • Consistently meet or exceed goals defined on the individual performance evaluation.
  • Maintain confidentiality of all member and credit union account information.
  • Attend training sessions to maintain lending and account skills.
  • Ensure that application entry, workflow, product cross-sell, and adherence (time management) guidelines are met.
  • Meet or exceed member experience and loan quality standards.
  • Actively contribute ideas and suggestions to improve efficiency, loan quality, and service to members.
Minimum Education and Experience:
  • High school degree required, with additional business courses in lending services, products, policies, and procedures preferred.
  • College degree preferred.
  • Credit report experience with previous lending experience with consumer and mortgage products is preferred.
  • Must have experience in a high-volume public contact position at a credit union or other financial institution.

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