Electronic Lending Center Representative I

Job Summary:

This position is primarily responsible for completing member loan application requests via inbound/outbound telephone calls. Resolve member issues and addresses member questions accurately and in a timely manner. Additionally, this position will be a sales oriented position responsible to meet or exceed Credit Union established sales and referral goals for New Loans, Credit Life and Credit Disability insurance, GAP, and MBP. Communication with membership by this position will be via inbound and outbound calls along with electronic (email) communication.

Duties & Responsibilities:

• Conduct inbound/outbound calls and greets members appropriately according to ELC monitoring and coaching standards.
• Interview members and prepare loan applications on the lending system completely and accurately for an underwriting decision following the guidelines established by loan policies and procedures.
• Review on-line loan applications for completeness and obtain all information needed for an underwriting decision.
• Offer lending products to members including Credit Life and Disability, Guaranteed Asset Protection (GAP) and Vehicle Service Agreements (VSA).
• Support sales process through referrals and cross-sell Credit Union products and services to assist members in meeting their financial needs.
• Promptly forward completed applications to the Underwriters.
• Confer with underwriters to aid in resolving consumer loan application problems.
• Handle overflow calls from Loan Processors on members calling about pending loan applications.
• Communicates lending decisions on consumer loan applications to members in a manner that provides prompt and efficient service.
• Monitor and manage Lending queues ensuring timely follow up is being achieved and all opportunities are being maximized.
• Use every member contact as an opportunity to advise member about additional Credit Union products and services, promotions or programs that might benefit them
• Maintain knowledge of all policies and procedures within the loan department.
• Answer inquiries from members about loan products and terms and other Credit Union services including but not limited to Consumer Lending, Home Equities, and First Mortgages.
• Adheres to EdFed's Clean Desk Audit policy is to ensure that all sensitive information / documents that are handled internally are treated with the highest degree of security and confidentiality. All employees are required to secure all important documents, letters, binders, reports, etc. when the items are not in use or when the employee leaves his / her work area.