Lending Contact Center Advisor

Purpose The primary purpose of this position is to assist Community Choice Credit Union to live out our purpose, “We believe in helping our neighbors achieve the life they desire”. A key component of this mission is to provide five-star service to our members and team members. Position Summary The Lending Contact Center Advisor represents the Lending Contact center and the Credit Union by exemplifying the Credit Union’s Values, and Brand. Responsible to identify member needs and recommend appropriate products, solutions and services that will improve the members’ financial lives. Conduct thorough member interviews and originate consumer loans for members by phone, via Internet and other delivery channels. Provide outbound contact with members to increase loan retention. Have the ability to cross-sell Credit Union products and services with the goal of increasing member loyalty. Ensure that regulations, State and Federal laws, policies and guidelines are followed. Educate members on other credit union offerings and cross-sell if there is a need. Handle calls with diplomacy and tact and serve as a catalyst for the credit union. This position is within the Lending Department and is an individual contributor within the organization. Core Competencies - Title and Definition • Core Values o Committed: We are committed to serving Michigan guided by the principles that underlie the credit union movement of service, integrity, and respect for every human being. o Charitable: We Give Big every day to our membership, our communities, and each other. We are dedicated to supporting Michigan by giving our time and services to the communities we serve. o Credible: We are our Members’ trusted financial advisors; each Team Member plays an integral role in the well-being of our Members’ financial lives and the success of Community Choice Credit Union. o United: We are a Team. We unite to achieve success, celebrate success, and continually improve the service we provide to our members, our communities, and each other. • Adaptability/Initiative Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs. Position Competencies Communication Communicates effectively and appropriately. Uses good judgment and an inviting approach to communicate to either members or team members in the most effective way, while ensuring compliance with all guidelines and confidentiality. Speaks in a clear and credible manner, selecting the right tone for the situation and audience, consistently whether it's via phone, email, chat, and/or in person. Listens, asks questions, and allows others to share their story. Member Service Skills Manages member accounts in a manner that ensures that the member needs are understood and met. Provides timely and professional service to both internal and external members; is responsible and impactful to member needs and requests; is always courteous/inviting to the member and considers the needs of the member when making decisions. Applies a 'member-centric' approach by using the Member Action Plan in order to uncover opportunities to improve our members’ financial lives by saving them money, making them money, or making their banking easier and more convenient. Utilizes and recommends available resource departments to members that best fit their needs, such as Business, Investment, or Mortgage Services. Effectively assists members and staff in solving accounts related issues by listening, collecting data, securing answers, and reporting results. Retains and grows member relationships by fulfilling their commitments and earning the member's trust. Role Mastery of Essential Duties Able to perform essential duties as outlined in job description. Contributes productivity and value within role. Is willing to learn and improve performance. Essential Duties • Conduct quality member interviews that result in accurate loan applications to support fair and timely lending decisions. • Ability to manage multiple applications input through different channels, including and not limited to; phone, mobile, and online to ensure applicants are consistently progressing through the application process to closing. • Review closing documents with members and ensure all signatures and supporting documentation is included in the loan file and answer any member questions at closing to insure the loan process is completed accurately. • Consistently use electronic signatures and other electronic methods to provide an efficient process and outstanding member experience. • Ensure liens are placed on the collateral securing the loan request to protect the assets of the Credit Union. • Maintain quality control on files to ensure conditions are satisfied. • Contact members or third parties on pay-off requests, lien releases, and other related items. • Provide assistance with fraud related issues, serving as a liaison between the member and the Risk Management team to maintain the safety and security of member account information. Follow all compliance and security procedures to minimize risk and protect members and the credit union. Position Qualification To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirement listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential. Education Education Program of Study/Concentration Required/Preferred High School Diploma Required Associate’s Degree Preferred Experience Requirements Years of Experience Type of Experience 1-2 Years Similar or related experience Experience preferably in a lending or sales related role Skills & Abilities Thorough knowledge of the financial industry Thorough knowledge of the core system and functionality Excellent interpersonal skills Ability to work with minimal direct supervision Personal computer skills including Microsoft Office Excellent communication and public relations skills Excellent analytical, decision making and mathematical skills General knowledge of the Credit Union’s Lending Policy/Guidelines General knowledge of the Credit Union’s products and services Ability to communicate with internal and external members using all avenues of communication Understanding of state and federal lending and member service regulations (Reg. Z – Truth in Lending, B – Equal Credit Opportunity and other lending regulations) Highly organized with a strong ability to multitask Must be proactive and motivated Mental Demands The team member must be able to read and interpret documents or instruments, understand and/or follow complex written and oral instructions, make decision and to resolve problems or unique circumstances in a timely and efficient manner, be able to express oneself clearly and/or concisely, perform mathematical functions, and handle multiple, concurrent tasks. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. General Statement The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.