What are the responsibilities and job description for the Loan Application Outreach Officer position at PSECU?
Members Achieve More isn't just a tagline for us, it's part of everything we do! We're looking for passionate individuals to join our team to help us maintain that focus every day. Want to work somewhere that's remained strong for 90 years, that encourages you to learn, grow, and pursue your dreams? If yes, then read on...
To provide superior service to applicants by ensuring a smooth and timely loan process from application entry through disbursement. The jobholder’s primary focus will be to contact applicants regarding their application to clarify the next steps, review outstanding items needed, address member inquiries or concerns, cross-sell and display strong product knowledge by explaining to members the benefits and features of the product.
Schedule: Monday - Friday 8:00am - 4:00pm, 9:00am - 5:00pm, or 10:00am - 6:00pm.
This position will be a hybrid model of both in person and remote with the minimum onsite expectation of 20%, or as needed.
In this position, you will
GED (Required), High School (Required)
Reasonable accommodation may be made to enable a qualified individual with a disability or disabilities to perform the essential duties and responsibilities of the job.
Physical Demands And Sensory Abilities
Repetitive movement of hands and fingers (e.g. typing, writing).
Lifting and carrying containers weighing as much as 20-30 pounds (e.g. to/from building and vehicle to a storage area).
Sitting for long periods of time (e.g. at a desk, in meetings).
Ability to reach above, at, and below the waist.
Ability to reach above, at, and below shoulder level.
Occasional bending, kneeling, stooping and/or squatting.
Visual acuity.
Auditory acuity.
LI-Hybrid
To provide superior service to applicants by ensuring a smooth and timely loan process from application entry through disbursement. The jobholder’s primary focus will be to contact applicants regarding their application to clarify the next steps, review outstanding items needed, address member inquiries or concerns, cross-sell and display strong product knowledge by explaining to members the benefits and features of the product.
Schedule: Monday - Friday 8:00am - 4:00pm, 9:00am - 5:00pm, or 10:00am - 6:00pm.
This position will be a hybrid model of both in person and remote with the minimum onsite expectation of 20%, or as needed.
In this position, you will
- Loan Confirmation and Documentation: Contacting Borrowers: Outbound call agents reach out to members whose loans have been approved. They provide confirmation of approval and discuss the necessary steps. Explaining Loan Terms: Agents explain the terms of the loan, including interest rates, repayment schedules. Document Collection: They guide members through the process of collecting required documents (such as income verification, identification, and property details) for loan processing1.
- Follow-Up and Status Updates: Regular Check-Ins: Outbound agents maintain communication with members throughout the loan processing period. They provide updates on the loan status and address any concerns. Verifying Information: Agents may call to verify information provided by members during the application process.
- De-escalation and Conflict Resolution: De-escalate situations involving dissatisfied members, offering patient assistance and support. Handle member complaints professionally and efficiently. Understand that rejection is part of the process. Stay resilient and maintain a positive attitude. Seek continuous improvement and learn from successful calls. Adapt your approach based on feedback and performance.Quality and Efficiency: While meeting quantity goals is essential, maintain a focus on call quality. Efficiently manage call time without compromising the quality of interactions.
- Meeting call targets: Make a predetermined number of outbound calls per hour, as outlined by management. Understand that achieving these targets directly impacts team performance and overall department success. Strive to consistently meet or surpass the monthly call expectation.
- Other duties as assigned.
GED (Required), High School (Required)
Reasonable accommodation may be made to enable a qualified individual with a disability or disabilities to perform the essential duties and responsibilities of the job.
Physical Demands And Sensory Abilities
Repetitive movement of hands and fingers (e.g. typing, writing).
Lifting and carrying containers weighing as much as 20-30 pounds (e.g. to/from building and vehicle to a storage area).
Sitting for long periods of time (e.g. at a desk, in meetings).
Ability to reach above, at, and below the waist.
Ability to reach above, at, and below shoulder level.
Occasional bending, kneeling, stooping and/or squatting.
Visual acuity.
Auditory acuity.
LI-Hybrid
