Call Center Consumer Lender

The Call Center Consumer Lender underwrites, and processes consumer loan applications submitted by members through all channels.  Ensures outstanding member experience, high quality loan decisions that meet the credit union’s lending policies, and quick funding.  The Call Center Consumer Lender communicates regularly with members via various channels including phone, email, and text messaging.  The Consumer Lender uses a proactive service approach, taking ownership of loan applications during each interaction and overseeing the successful completion of these loans through funding. The Call Center Consumer Lender is also a champion for the use of digital loan processing solutions.

Essential Job Functions/Responsibilities:

• The Call Center Consumer Lender is responsible for assisting members with consumer loan products over the phone.  The role involves evaluating loan applications, explaining loan terms, ensuring regulatory compliance and delivering excellent member service

• Successful completion of Lender Certification Program

• Maintain thorough understanding of all regulations governing consumer lending.

• Underwrites and processes consumer loan applications placed by members through all channels.

• Monitors multiple Lending Center queues and the functions within each queue, ensuring that service levels for underwriting and document review are consistently met.

• Communicates directly with members regarding their loan applications in a highly effective and professional manner through multiple channels, including phone, email, text, and MeridianLink web messaging.

• Uses a proactive service delivery approach to maximize each member interaction, sets expectations with the member for remainder of the loan process, looks for ways to prevent future unnecessary member contact and works to move applications toward funding at each touchpoint.

• Consistently renders accurate loan decisions in accordance with established policies and procedures.

• Uses strong analytical skills to review approved loans for items such as proper stipulation completion, proper rate and term handling, full document collection and identity verification, and ensuring proper system notation is maintained.

• Consults with members and recommends products and services that meet member financial needs; including Broadview Insurance, payment protection, Wealth Management, and GAP coverages.

• Is proficient in all technical applications including: MeridianLink, FIS, Intranet, Internet, and has in-depth knowledge of our core systems

• Provides professional, quality service to members. Assists members and internal customers with questions and problems related to the credit union’s loan programs.

• Demonstrates a full understanding and knowledge of current policies and procedures necessary to underwrite consumer and student loans.

• Is skilled in personal and telephone interviewing techniques, including the ability to discuss loan alternatives in such a manner that will elicit a positive response from members.

• Attends all appropriate job related external and in-house training provided by the credit union and departmental staff meetings.

• Support the annual strategic goals demonstrating consistent effort to achieve assigned individual and team goals.

• Review credit reports with members, noting any findings, including poor credit.

• Offer knowledgeable financial counseling to members, remaining up to date on the current lending environment and economic conditions, as well as maintaining a strong and current understanding of lending risk.

• Through the credit report, evaluate member borrowing history, including repayment history with the Credit Union. Underwrite the loan request adhering to Credit Union Lending policy while determining risk and members ability to repay the loan in full. Submits recommended decision based on application details.

• Acts as a champion for the use of digital loan processing solutions, including the online/mobile loan application, the Mobile Application Center, DocuSign, and text messaging.

• Obtains loan documents for the member whenever possible to reduce member effort in satisfying stipulations. Looks for and acts on other ways to improve the ease and efficiency of loan processing for the member.

• Provide recommendations for efficiencies and new ideas to meet goals.

• Actively participates in Broadview’s community initiatives; meeting expectations for volunteering.

• Performs other duties as assigned

Minimum Job Qualifications:  

• High School diploma and minimum of one (1) year of experience in a related field.

• Prior experience in underwriting, processing, and closing consumer loans including auto, RV/Boat, sportscraft, personal, and credit card. Prior experience at Broadview or other financial institution strongly preferred.

• Proven ability to review financial statements including paystubs, purchase agreements, insurance documents, and other supporting documentation.

• Ability to identify red flags in loan scenarios and supporting documentation.

• Prior experience in customer service, specifically cross selling within a financial services environment.

• Proficiency in Microsoft Word and Excel.

• Strong verbal and written communication skills.

• Strong mathematical and analytical skills.

Starting Compensation: $22.62 - $27.15/hr., plus a competitive benefits package

Schedule: This position is based onsite at our Albany headquarters Monday through Friday. Regular business hours are 8:00 AM to 4:30 PM, with a rotating late shift one day per week until 6:00 PM. Employees are also expected to participate in a rotating remote Saturday schedule from 9:00 AM to 2:00 PM.