What are the responsibilities and job description for the Consumer Lending Support Specialist position at Tower Opportunities?
$1000 Signing Bonus effective 1/20/2024
Note: All full-time positions include the option of $0 out-of-pocket premium cost for Employee Only PPO AND exceptionally low premiums for all other PPO coverage levels.
HOURS FOR POSITION: Monday - Friday Thursday 8:00am-4:30pm. Hybrid Schedule
Hiring Range - $28.42/hr - $35.52/hr
SUMMARY OF POSITION:
The Consumer Lending Support Specialist is the contact for potential, new and existing members who apply for a consumer loan using any of Tower’s Alternate Delivery Systems, and cross-sells all types of share and loan services via telephone and mail in compliance with state and federal regulations and TFCU policies and procedures. This position requires the incumbent to possess a broad scope of knowledge about electronic lending, products, account services, regulations and the overall functions and procedures of the operational departments with Tower Federal Credit Union (TFCU).
Principal Accountabilities AND FUNCTIONS:
- Provides timely and effective direct and indirect lending service to members using electronic lending platform to include operational and technical support. Services, tests and maintains electronic lending applications to ensure accuracy, security and appropriate resolution of member and operational problems through research and communications with third parties.
- Interviews and counsels members to determine their needs in order to evaluate and underwrite loan applications in compliance with TFCU policy, procedures and government regulations.
- Act as primary contact for all potential, new and existing members by cross-selling and explaining credit union products and services to effectively meet their needs and the goals of the credit union.
- Process loans and maintain accurate information related to member’s accounts including posting monetary transactions to protect the assets of TFCU and its members. Provides accurate, timely written communication in response to member’s consumer loan applications.
- Troubleshoots PC and Internet problems related to our electronic lending applications to provide timely resolutions to members. Needs to have familiarity with operating systems, Internet browsers in order to troubleshoot problems members are experiencing in using our electronic lending services. Should also have familiarity with different internet devices (PCs, tablets, mobile phones).
- Handles intricate questions, reconstructs accounts, researches problems, files claims on behalf of the members and communicates solution to members/employees in conjunction with Tower’s Electronic Lending.
- Interviews and counsels members to obtain information necessary to complete a loan application, determine the members credit needs, instruct the member of documentation needed to complete a loan decision/disbursement and enter all pertinent loan information into the loan system.
- Evaluates the sufficiency of collateral offered and verifies that the required documents have been received (i.e. pay stubs, tax returns, real estate assessment, etc.) and are complete to support requirements of the loan decision. Determines the credit worthiness of the applicant(s) and makes appropriate recommendations and underwrites the request within granted loan authority.
- Informs the member of the credit decision, including any counteroffers, stipulations for loan approval or any alternative loan products or loan denial and ensures loans are processed and disbursed in accordance with the terms of the loan approval and TFCU’s policy and procedures.
- Interviews members to assess financial needs and recommends appropriate products and services to effectively meet those needs. Reviews features and benefits for product/service and handles any objections/questions and conducts necessary follow-up or referral to appropriate department or CUSO.
- Completes follow up via email and phone calls with members who have used Tower’s online auto buying service.
- Completes all required credit union compliance and product knowledge training. Ensures compliance with all Tower policies and procedures and Federal and State regulatory statutes in executing all job duties to include providing appropriate verbal and written disclosure of rates and fees for all account and loan types.
- Performs related duties as assigned.
Required Qualifications:
- Possession of an Associate’s Degree in a related field.
- One to three years progressively responsible experience in consumer lending.
- Experience to include troubleshooting website financial applications.
- Or, an equivalent combination of education and experience.
COMPETENCIES:
- Ability to reconcile and balance transaction records.
- Ability to apply concepts of percentages, rations and proportions to practical situations
- Ability to add, subtract, multiply and divide.
- Ability to operate PC in Microsoft Windows environment, familiarity with PC applications (Word, Excel). Ability to operate PC in an Internet environment and to assist others with such operation.
- Ability to become proficient in the front end and back end operations of web site applications such as Home Banking and Bill Payment.
- Ability to read, analyze and interpret procedure manuals (operational or technical)
- Ability to write routine reports, internal and external communications.
- Ability to provide explanation or instruction in one-on-one situations either in person or over the telephone, concerning operational and technical issues.
- Ability to write effective, concise, complete correspondence to TFCU members on a daily basis
- Ability to exchange information in one-on-one situation with members and employees
- Ability to prioritize diverse job assignments and meet established deadlines.
- Ability to complete tasks with a high degree of accuracy and attention to detail.
- Ability to define problems, collect data, establish facts and draw valid conclusions.
- Ability to accurately assess credit information for loan decisions.
- Ability to focus on detail and verify accuracy of numbers and text.
- Ability to interpret a variety of technical instructions in written, mathematical or diagram form.
- Ability to troubleshoot and resolve member issues/problems related to Internet based website applications.
- Ability to solve problems with many concrete variables in a variety of situations.
- Able to take and follow instructions.
- Ability to respond to sensitive inquiries and complaints in a timely, effective manner.
- Able to get along with colleagues and managers.
- Ability to provide constructive feedback to members concerning loan applications.
- Ability to determine needs and sell solutions to others.
- Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC.
WORKING CONDITIONS:
- Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment.
- Ability to lift up to 20 lbs. with or without assistance.
- Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.
- Perform primarily sedentary work with limited physical exertion.
- Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
- TFO Clearance required.
Salary : $28 - $36
