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SchoolsFirst Federal Credit Union · 1 month ago

Senior Consumer Loan Service Delivery Representative

Tustin, CA

Full-time

Onsite

Senior Level

$26.62/hr - $38.60/hr

5+ years exp

SchoolsFirst Federal Credit Union is dedicated to providing exceptional member service and is seeking a Senior Consumer Loan Service Delivery Representative. This role involves leading the consumer loan team, providing expert advice and assistance to members, and ensuring high-quality service in loan processing and funding.

Finance

Comp. & Benefits

Responsibilities

Provides World Class Member service to Members via the phone or email

Provides detailed information and promotes credit union products and services to build relationships

Handles most complex situations in the consumer loan area

Serves as a lead to assist department Supervisors and Assistant Managers in achieving Consumer Loan Originations objectives

Serves as a subject matter expert focused on creating a great Member experience acting as trusted advisors for Consumer Loan Originations contact center teammembers and leadership, supporting the credit union with knowledge and guidance

Assist with onboarding new teammembers as they complete classroom training by assisting in the learning lab where teammembers are trained after returning from classroom training

Serving the Membership over the telephone by answering and processing expert level Member transaction requests and providing product and service information, while supporting various consumer lending call queues

Accurately present information and perform tasks associated with originating (applications), processing and funding of various consumer loan products offered by the Credit Union including requesting and gathering relevant documents from Members (registration, income, purchase orders, etc.), entering data to complete transaction and conveying approximate processing times

Prepare loans for funding, ensuring all documents and funding terms are correct and forms (if applicable) are properly signed

Has an expert knowledge of consumer lending products and services including all DMV transactions and ancillary insurance products to effectively refer Members to the appropriate area

Identify needs and make recommendations for Members requests

Makes exceptions within limits independently based on expertise and convey specific recommendations when decision is outside authority limits

Possesses an expert level understanding of consumer lending servicing, identifying needs, researching escalated situations, making consultative recommendations, and processing Member requests

Communicate all consumer loan decisions (approvals and denials) to Members, advise them of all requirements necessary for loan approvals

Take an active advisor role with denials to understand when a loan should be reconsidered for an approval and advocate with support

Provide expert financial advice to the Member based on the denial codes/comments in an effort to help the Member garner an approval in the future

Handles expert level escalations (i.e. loan denial questions; intricate product questions, etc.) where Members are asking to escalate their situation to a higher level of authority

This includes working the escalation and/or advanced queues taking escalations from Members and teammembers

Works with minimal supervision, using advanced problem solving skills and sound judgment when advocating for Member

Will assist taking calls on the Supervisor/Assistant Manager escalation queue

Assists Consumer Loan Originations with training of new teammembers and cross training of existing teammembers in area of specialty

Keeps up to date with policy/procedure updates and helps train team on higher lending skills (discussing/understanding loan decisions, escalated situations, how to be an advisor versus a product expert, etc.)

May collaborate with Leaning & Development regarding training recommendations and other departments (operations, servicing, etc.) as service collaborators

Serves as a lead in the department to teammembers by providing one on one feedback from observations/call monitoring, coaching, mentoring, efficiency/adherence, training on policies and procedures, new/enhanced services, relays observational feedback to Management along with suggestions on service improvements and actions they recommend to deliver a higher level of service

Maintain professional and technical knowledge by completing ilearn activities; attending educational workshops, when available; reviewing professional publications; establishing personal networks; benchmarking world-class practices

Performs other duties as assigned

Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties

Qualification

Consumer Loan systemsTeam member workflowsComputer applicationsRegulatory complianceCommunication skillsLeadership skillsEmpowered decision makingInterpersonal skillsProblem solving skills

Required

High School Diploma or GED required

5-7 years previous experience in a service/lending environment required

Demonstrated expert level proficiency with Consumer Loan systems and tools

Require deep knowledge and understanding of teammember workflows

Highly proficient communication and interpersonal skills

Proficient in relevant computer applications

Provides suggestions for streamlining department and credit union operations

Displays courtesy and sensitivity

Effective verbal and written communication skills

Complies with legal and regulatory guidelines

Alerts management to questionable practices

Asks questions to clarify and verify information

Summarizes transaction clearly and concisely

Uses correct terminology

Consistent demonstration of Leadership skills

Practices empowered decision making

Company

SchoolsFirst Federal Credit Union

Glassdoor3.7

Since our founding in 1934, we have been singularly focused on one thing: providing world-class personal service and financial security to our Members.

Founded in 1934

Tustin, California, USA

1001-5000 employees