Consumer Lending Sales Specialist

Schedule: Shift can change depending on staffing and volume = approximately 8 hours per day normally between the hours of 8:00 – 6:00 pm, Monday – Friday with 1 hour lunch break, unless arrangements have been made; Saturday rotation. Usually 40 hours per week. Please note, this is a hybrid position, however the successful applicant must be located in the Austin Texas area to be considered for this position.

JOB SUMMARY:

As a Consumer Lending Sales Specialist, you help create the highest level of member service by building lasting relationships with Credit Union members, and co-workers through an environment of Courtesy and Respect and helping each other succeed. This position's core responsibilities include serving our members with excellence and delivering great member value by originating loans and selling products such as Vehicle Service Contracts, GAP and other ancillary products designed to help members be financially successful. Profitable growth with a culture of KAIZEN is required. A Consumer Lending Sales Specialist must be active in the branch success, including service levels, accountability, detail orientation, problem solving, effective communication, teamwork, and initiative.

ESSENTIAL FUNCTIONS:

• Routinely performs with a high degree of accuracy taking loan applications for members in a prompt, efficient manner in accordance with Credit Union and regulatory compliance guidelines and standards.

• Maintains high service level standards by communicating quickly and efficiently with member loan requests when submitted through all lending channels. Service standards require follow-up on applications within 30 minutes of decision via text, email or phone call with subsequent follow up handled per service guidelines.

• Exhibiting awareness and reacts appropriately to loan volume levels, responding to incoming phone calls and emails in a timely manner.
• Prioritizes follow-up and workload based on the urgency of member's needs.
• Responsible for building a solid knowledge base of new products and services to provide the best solutions for each member based on their needs.
• Consistently meets department goals for loan production, ancillary sales, and cross-selling additional pre-approved products by identifying opportunities and asking for the business.
• Identifies and prevents fraud by resolving red flags and requesting documentation to ensure we have correctly identified the applicant.
• Recognizes the value of extraordinary member service by educating members on our products and services, which include ancillary products such as VSC, GAP and Multi-Shield coverage. Educates members on the use of digital services and remote delivery options.
• Continuous review of processes for the most efficient and innovative ways to serve our members with excellence and deliver great member value. Question everything, we do to make it better.
• Open and honest communication with Grace and Forgiveness for each other.
• Supports and encourages a strong team environment seeking success for themselves and their co-workers.
• Compliance: a. Responsible for knowing and complying with all Credit Union policies and procedures that apply to the position b. Responsible for knowing and complying with all Federal Regulations that apply to the position, including, but not limited to: Bank Secrecy Act (BSA), Customer Identification Program (CIP), Funds Availability (Reg CC) and Currency Transaction Reporting (CTR)
• Other duties as assigned.

EDUCATION:

High school diploma or equivalent.

EXPERIENCE:

Minimum of 3 years retail or lending experience interacting with consumers

SKILLS/ KNOWLEDGE:

• Knowledge of various financial transactions, negotiable instruments, and deposit products and policies.

• Willingness to learn the Credit Union's online, mobile and Internet banking solutions products, process, and policies.

• Proficient knowledge of applicable Federal regulations including BSA/AML, Customer Due Diligence, Regulation E., Regulation CC.

• Proficient mathematical skills include add, subtract, multiply, divide, and intermediate knowledge of reconciling draft accounts.

• Intermediate computer knowledge and keyboard skills, which include MS office 365 applications, ten-key number pad and exposure to Symitar, Meridian Link, IBT and Synapsys.

• Skilled in interpersonal and communication skills (both written and oral) when working with members or co-workers on accounts.

• Must have the ability to exercise considerable judgment and discretion in establishing and maintaining good working relationships.

• Must have the ability to work independently and in a teamwork environment.

• Must have strong desire to provide excellent member service by consistently striving for first touch resolution.

• Strong detail orientation and ability to maintain accuracy in processing transactions and detecting discrepancies.

PHYSCIAL ACTIVITES:

• Ability to sit or stand for 4-8 hours within a given day while conducting member transactions.
• Constantly uses fingers and hands when operating a computer and other office machinery, such as a ten-key number pad or calculator, copy machine and computer printer.
• Ability to hear average or normal conversations and receive ordinary information through verbal communications.
• Average, ordinary visual acuity necessary to prepare or inspect documents or products, operate a computer or other office machinery.
• Lifts, transfers, or moves up to 50 lbs. of coins, teller drawers, equipment, supplies, or other material daily.
• Occasionally moves about, push/pull, climb, stoop, kneel and/or ascend/descend stairs to gather or deliver documents, coin bags, or cash drawers; access or troubleshoot office machinery (copy machine, computer printer); meetings with co-workers; and/or perform related duties.
• Occasional travel to attend Credit Union events or training and other business development activities.

WORKING CONDITIONS:

Consumer finance atmosphere located inside a building with no hazardous or significantly unpleasant conditions.

CONCEPTUAL INTELLECTUAL ACTIVITES AND OTHER REQUIREMENTS:

• Frequently conveys detailed or important instructions or ideas accurately, clearly, and/or quickly.
• Understand, remember, follow, and exchange basic instruction, information and guidelines.
• Technology savvy with the ability to learn new software quickly.
• Projects a courteous, professional, and positive demeanor with team members and members while providing prompt, efficient and accurate service to both internal and external members.
• Organize thoughts and ideas into understandable terminology.
• Ability to apply common sense and reasoning and decision making to carry out detailed, involved financial transactions and to resolve problems involving several variables.
• Adheres to Capitol Credit Union Employee Handbook Policies and holds him/herself and other employees accountable.
• A Willingness to participate in training and development opportunities to improve job knowledge of Credit Union policies, procedures, and services and annual regulatory refresher courses.
• Available to work Monday through Friday and Saturdays as required.
• Flexibility and adaptability to sudden or required schedule changes to better serve the membership.

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