Member Loan Specialist I, II

Job Description

This position is accountable for providing exceptional service in a call center environment with a focus on cross-selling loans, financial products and services.  

DIMENSIONS

Service Goals:             Meet/exceed a 4.00 overall service rating, as per established service standards.

Sales Expectations:     Meet/exceed established monthly/annual sales goals

1. Consumer loan annual funding goal: 120                  
2. Real estate loan annual funding goal: 36
3. New member annual goal: 120
4. Consumer loan protection products: 33% loan penetration
5. Additional referral requirements: auto buying services, investment products, and credit union promotional products and services
6. Additional sales requirements: online banking, digital services, e-statements, bill pay, and direct deposit     

Member Support:        Approximately 200,000 credit union members

Supervisory responsibilities

• This position reports directly to the Member Service Center Assistant Manager or Member Service Center Supervisor.  No employees report directly to this position.

NATURE & SCOPE

Member Loan Specialist I

• Cross-selling credit union products and services: Recommends products or services that meet the member’s needs, such as savings accounts, checking accounts, or investment options. This includes gathering information, processing membership applications, and ensuring compliance with regulations.

• Advises members with new account and loan inquiries: Answers questions about consumer accounts and deposit and loan products, to include the products terms, and conditions.

• Cross-sells and originates Consumer Loans applications: Gathers member information for Consumer Loan applications, explaining the features and benefits of different loan types, to help members understand their financial options.

• Follow policies and procedures: Adheres to regulations, complying with internal policies, and maintaining a high level of ethical conduct.

• Knowledge of Credit Union products and services: Maintains up to date knowledge of credit union products and services.

• Strong organizational and time management skills: Manages multiple tasks and meets deadlines, while ensuring member applications are processed accurately and efficiently. 

• Strong self-motivation and goal-oriented mindset: Has the ability to meet and exceed monthly sales goals and demonstrates the ability to work independently to drive results that meet member needs.

• Provides exceptional member service: Provides friendly and helpful member experience, listening to member needs, and resolving issues in a timely and effective manner.
• Serves as a backup to Member Service Representatives: Supports all levels of service in the call center phone queues, to include online banking and card-related calls.

• Must maintain as California Endorsee Number: in compliance with the California Department of Insurance to quote and cross-sell vehicle protection products.
• Performs other relevant and related duties as required.

Member Loan Specialist II (Must be competent at the level of a Member Loan Specialist I), in addition: 

• Assist members with Real Estate loans: Stays knowledgeable of real estate loan products. Provides rate quotes that match member needs with the correct Real Estate loan product.
• Originates Real Estate loans applications: Gathers appropriate information needed for a real estate application and sets the expectations of the loan process.
• Must maintain registration as Mortgage Loan Originator (MLO): in compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and regularly provide this unique MLO registration number to all consumers as part of their daily work in mortgage lending. 

Education, skills, & abilities

The Eight Superpowers

1. Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.

1. Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.

1. Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.

1. Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles. 

1. Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.

1. Applies creative problem-solving to provide clarity, handle resources under one’s control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers. 

1.  Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company’s success.

1. Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.

Other Education, Skills, and Abilities

• A high school diploma or equivalent is required.        
  • Member Loan Specialist I: 2 years’ experience in a financial institution or other related field, to include consumer loan experience, and proven successful performance in sales and service.
  • Member Loan Specialist II: 3 years’ experience in a financial institution (with 1 of the 3 years as a Member Loan Specialist I) or other related field, to include real estate loan experience, and proven successful performance in sales and service.

• Previous experience in a call-center preferred.
• Excellent communication skills; sound judgment, and attention to detail.  
• Ability to work in a fast-paced call center environment.
• Previous experience with Microsoft Windows applications is preferred.
• Must be available to work flexible call center hours. Candidates should demonstrate punctuality, the ability to follow supervisory instructions, effective teamwork skills, and a clear understanding of company policies and procedures.

Major Accountabilities

• Ensure sales and service goals are met.
• Present a friendly, outgoing and positive demeanor.
• Process new accounts and/or loans accurately and completely.
• Complies with all other policies and procedures.

PHYSICAL REQUIREMENTS

• Excellent ability to communicate, both verbally and in writing; ability to tolerate periods

      of continuous sitting and/or standing. 

ENVIRONMENTAL CONDITIONS

• Work is primarily performed within a cubicle office setting. Subject to standard background noise found in a call center environment. May work remotely.

Note: Staff is expected to perform various tasks, projects and administrative duties as assigned.

Management reserves the right to assign or change duties and tasks to this position at their discretion.

Member Loan Specialist

MLS I - $22.6756 - $28.3445

MLS II - $25.2199 $31.5249