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San Diego County Credit Union · 1 day ago

Lending Call Center Specialist I

San Diego, CA

Full-time

Onsite

Entry Level

$25/hr - $30/hr

1+ years exp

San Diego County Credit Union is seeking a Lending Call Center Specialist I to provide prompt and professional service in a Call Center environment. The role involves processing loan requests, cross-selling products, and ensuring member satisfaction while adhering to quality service standards.

BankingCustomer ServiceNon Profit

Responsibilities

Promptly answer all incoming calls through phone queue in a polite and professional manner; determine nature of caller’s business, determine eligibility for memberships, process members’ requests working with appropriate personnel in order to satisfactorily service the call and/or complete the loan process within established service level

Meet established sales, production, efficiency and quality departmental metrics consistently

Keep abreast of all regulatory requirements for establishing new loan applications

Quote real estate rates and programs; pre-qualify member, process real estate loan applications, and provide any necessary follow-up as required

Quote consumer loan rates and programs; pre-qualify member, process consumer lending applications and provide any necessary follow-up as required

Provide borrowers with status on applications

Interview members via the telephone to determine their financial needs and assist in selecting appropriate loan programs, account types and services best suited to their needs

Process and follow-up on Real Estate and Consumer Loan application leads. Contact member within 24 hours of assignment

Ongoing development of industry knowledge and workflow processes; be proficient in troubleshooting and solving problems at each step of the application process

Provide support through Live Chat with members

Provide Help Desk support for team member inquiries

Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures

May participate in the training of other staff members in product knowledge and basic methods of originations and cross-selling

Perform other duties as assigned

Qualification

Real Estate CertificationCustomer Service ExperienceSales TechniquesEffective CommunicationOrganizational SkillsTeamworkIntegrityProblem Solving

Required

High School diploma or equivalent

Successful completion of the Credit Union's Real Estate Certification Training Program once hired into the position

One year of Financial Institution customer service experience required

Strong organization skills, ability to balance competing priorities, provide thorough follow up within established time frames, and work with a sense of urgency

Ability to work in a team environment

Possess effective verbal and written communication skills

Possess superior customer service skills, with high level of integrity

Demonstrated sales ability. Sales techniques and thorough knowledge of and a willingness to actively promote Credit Union products and services