Lending Contact Center Loan Officer I - Inside

Description

Job Title:   Lending Contact Center Loan Officer

At Premier America Credit Union, our Core Purpose is to serve our members by making it easier to meet today’s needs and reach tomorrow’s dreams. Talented team members succeed in our organization by demonstrating a commitment to our shared values of accountability, friendliness and respect, a passion for delivering great service, giving back to our communities, and pursuing personal growth. Come grow with us and be part of growth and the Premier America family!

Overview: 

We are seeking a dynamic Lending Contact Center Loan Officer, who is a knowledgeable and trusted advisor to assist existing and prospective members with consumer loan inquiries. The right candidate will have a sense of urgency, and a strong commitment to delivering best-in-class service. 

About You: 

· Customer Service: You are a resource in identifying and resolving member servicing issues and enhances member experience by providing distinctive quality service.

· Teamwork: Your ability to encourage and exchange creative ideas, to provide practical solutions to problems, will be used to promote innovation.

· Communication: Your effective communication style will be used to transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

What You Will Do: 

• Available to work during the Credit Union’s core business hours and attendance and punctuality are within acceptable standards.
• Completes special projects as assigned and assumes responsibility for related duties as required or assigned.
• Responsible for training new servicing team members
• Reviews various department reports, audit file maintenance log and assist with escalated service calls as needed.
• Maintains Service Level Agreement commitments within the agreed upon terms month over month, including but not limited to member follow up and escalation resolution.
• Assists with creating and updating department procedures and provide ongoing training for new team members. 
• Accurately take phone and online applications and create a smooth and efficient process for the member, seeing requests through to completion
• The core responsibility is the development of member relationships by providing high quality sales and appropriate loan products and credit union insurance products. 
• Must directly respond to member inquiries received by phone or email. 
• Expected to represent the Credit Union in a courteous and professional manner on inbound and outbound call service calls, while following the established policies and procedures for meeting service standards. 
• Provide accurate account information for consumer loan products, including answering detailed questions regarding interest and monthly payments.
• Will support the achievement of the department’s sales goals through personal selling of all offered loan products while making proper recommendations to meet member/non-member needs. 
• Responsible for referring additional cross sell opportunities to the appropriate parties for all non-consumer loans related products.
• Expected to meet or exceed agent performance metrics as established by department standards and procedures in the areas of percentage of calls represented and answered, average talk time, and member survey ratings. 
• Will process member consumer web applications efficiently, accurately, and in a timely manner including loan funding and all related documentation.
• Must participate in all assigned staff development programs in support of the Credit Union’s commitment to continuous improvement in sales and service, quality, and teamwork. 
• Expected to provide feedback to supervisor and manager with best practice and training opportunities, while keeping management informed of area activities and significant problems. 
• Ensure compliance with all applicable laws, regulations, and Credit Union’s policies and procedures as they relate to assigned products, including Fair Credit Lending practices and may assist with audits. 

Requirements

What We Are Looking For: 

• High school diploma or equivalent.
• Three to five years of progressive experience in a similar role and related expertise.
• Understanding of related legal and regulatory requirements
• Familiarity with call center technology, workforce management and quality management tools
• Strong organizational and time management skills
• Ability to prioritize effectively, working in