Job Details

Job Title

In a contact center environment, take incoming calls to enter consumer and first mortgage applications in conformity with all applicable regulations including credit union policies and procedures. Make outbound calls to proactively contact new and existing members to enhance their relationship with VACU. As an on-phone representative, answer all telephone inquiries and promote credit union products and services. Provide quality, professional service while maintaining adherence to contact center scheduling. Comply with member service experience expectations and all VACU policies and procedures.

Job Duties And Responsibilities

• Consistently and accurately discuss first mortgage and consumer loan products and services.
• Explore and evaluate member financial needs and make recommendations to help them achieve their financial goals.
• Enter all loan applications accurately and completely.
• Prepare consumer loan applications for disbursement.
• Answer incoming calls and perform account inquiries and transactions as needed.
• Use cross selling techniques and lending knowledge to discuss additional products and services.
• Make positive contributions to the team and department.
• Meet and/or exceed all individual, team and department performance metrics and goals.
• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
• Complete all required ongoing enterprise level training including, but not limited to BSA, OFAC and Information Security.
• Report all Risk Management Policy violations in accordance with policy.

Job Qualifications

Knowledge:

• A detailed knowledge of consumer loan policies, procedures, workflows, and guidelines.
• A continued knowledge of and compliance with lending guidelines and regulations.

Skills:

• Strong computer and organizational skills are preferred.
• The ability to produce results in a service, goal-oriented and production environment.
• Excellent written and verbal communication skills are required.
• The ability to quickly and professionally adjust in a high paced and constantly changing environment.
• To act as a team mentor as needed.

Expectations:

• To consistently meet or exceed goals defined on the individual performance evaluation.
• Maintain confidentiality of all member and credit union account information.
• Attend training sessions to maintain lending and account skills.
• Ensure that application entry, workflow, product cross-sell and adherence (time management) guidelines are met.
• Meet or exceed member experience and loan quality standards.
• Actively contribute ideas and suggestions to improve efficiency, loan quality and service to members

Minimum Education and Experience:

• High school degree required and additional business courses in lending services, products, policies and procedures preferred.
• College degree preferred.
• Credit report experience with previous lending experience with consumer and mortgage products is preferred.
• Must have experience in a high volume public contact position at a credit union or other financial institution.
• A thorough knowledge of financial products as well as experience in financial sales and a contact center environment is required.
• Must be able to be actively registered with the Nationwide Mortgage Licensing System and Registry (NMLS).

Physical Requirements:

• Ability to sit for long periods of time. Infrequent lifting or carrying of objects up to 10 pounds.
• Ability to speak and hear clearly with reasonable accommodation.
• Must have the ability to accommodate changes in scheduling, working Saturdays, and extended hours.