Consumer Direct Lending Ops

TITLE: DIRECT LOAN PROCESSOR SPECIALIST I

STATUS: NON-EXEMPT

REPORT TO: SUPERVISOR – DIRECT LENDING

DEPARTMENT: CONSUMER DIRECT LENDING OPERATIONS

JOB CODE: 11220

PAY RANGE: $ $23.00 HOURLY

GENERAL DESCRIPTION:

As a Direct Loan Processor Specialist I, your primary objective will be to provide prompt, efficient and accurate service to our members and co-workers from the application stage through the funding process on consumer loans.

You will be responsible for managing a large volume of inbound and outbound consumer loan-related calls from members and co-workers daily. With the ability to multi-task in a fast-paced environment, you will be expected to actively listen to members, respond to their queries and concerns, and always deliver outstanding member service. As a Consumer Direct Lending Specialist I, you will support Member Service and Branch employees with complex loans, questions, or escalations.

As a Direct Loan Processor Specialist I, you should have excellent verbal and written communication skills, attention to detail, and a strong commitment to accuracy and compliance with laws and regulations related to credit union compliance.

TASKS, DUTIES, FUNCTIONS:

1. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.

1. Manage a high volume of inbound and outbound loan-related calls effectively and simultaneously manage loan applications.

2. Continuously develop yourself to solve problems and improve department performance.

3. Foster a positive work environment by actively listening to and responding to member and co-worker needs with a courteous and helpful attitude.

4. Analyze data, research, and collect documentation, and prepare loan documents with minimal errors.

5. Obtain and verify required Department of Motor Vehicles (DMV) documentation to properly record the company's lien on loan collateral.

6. Collaborate with peers across different departments to carry out key steps in the loan application process.

7. Audit various operational documents, including executed loan documents, and reports to ensure proper procedural compliance, accuracy, and authenticity.

8. Maintain a working knowledge of Golden 1 lending policies and procedures to ensure compliance.

9. Conduct supportive tasks including email correspondence, answering TEAM chat queries, conducting consumer loan fulfillment audits, providing assistance for escalated calls and branch emails.

10. Identify and mitigate potential fraud, suspicious activity, and identity theft.

11. Conduct member interviews, perform financial calculations and analysis on Proof of Income, and gather information to satisfy loan conditions in order to determine suitability for loan funding.

12. Prepare loan documents and send them to members for signing and prepare approved loans for disbursement accordingly.

13. Constantly develop critical thinking skills and enhance departmental performance.

14. Monitor Outlook emails and TEAM chats efficiently, quickly collaborate in real-time, and respond promptly.

15. Participate in video conferencing and online meetings while being comfortable in a virtual office culture.

16. Provide effective oral and written communication skills to aid other employees and proactively follow up on member inquiries and concerns via Web Messaging or phone taking care to ensure proper grammar and a professional tone.

17. Provide exceptional customer service to Golden 1 members, dealerships, and outside finance companies.

18. Perform other tasks as assigned.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1. At least three years of experience working in a busy call center environment where high call and loan application volume are the norm preferred.

2. Strong multitasking skills with excellent mindfulness and accuracy.

3. Exceptional verbal and written communication skills, including the ability to articulate technical information in a clear and concise manner.

4. Strong knowledge retention and recall abilities to provide quick and accurate information to callers.

5. Ability to handle pressure and remain calm in challenging situations with frustrated callers.

6. Fast and efficient workstyle to accommodate high volume of calls while maintaining high quality customer support.

7. Empathetic and friendly approach to gain customers' trust and establish positive rapport.

8. Excellent organizational skills to multitask and manage various duties, such as note-taking, knowledge base checking, and LPQ/DataSafe system updating, while speaking with callers.

9. Knowledge of DMV titling and lien filing is a plus.

10. Familiarity with Microsoft Office programs.

11. Ability to identify and mitigate potential fraud, suspicious activity, and identity theft.

12. Initiative-taking individual with a can-do attitude and a willingness to take on any task required to meet or exceed team goals and objectives.

13. A collaborator with exceptional customer service skills and a commitment to providing a positive experience for Golden 1 members.

14. Knowledge of auto loans, and personal loans is a plus.

15. The successful candidate has experience working in a high-volume call center environment with a proven track record of meeting established productivity and quality standards.

16. Prolonged sitting throughout the workday with occasional mobility required.

17. Corrected vision within the normal range.

18. Hearing within normal range. A device to enhance hearing will be provided if needed.

19. Ability to lift 15 lbs. as may be required.

20. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: Managers, Supervisors, branch staff, Member Services, Vehicle Services, back-office staff, peers, and all levels of leadership.

1. Assists MSS I, II, and II's, as well as Branch Management, in handling complex loan applications and escalations that need to be taken over and completed for fulfillment of the loan.

3. EXTERNAL: Members, dealerships, and finance companies.

QUALIFICATIONS:

1. EDUCATION: A high school diploma or equivalent is required, with some college preferred.

2. EXPERIENCE: 3 years of experience in a fast-paced call center environment or work environment with high call volume and loan processing volume.

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 10/1/2024