Bilingual Consumer Lending Consultant

Reports to: CLC Manager

Supervises: 0 (Direct) 0 (Indirectly)

Starting Wage: $21.70 per hour plus commission. 

ESSENTIAL FUNCTIONS

1. Process requests for consumer loan products via video, telephone, email, fax, and online applications utilizing high quality interviewing techniques. Submit completed loan applications to loan officer for decision at time of application, with immediate follow up decision and/or status with applicant. Close loan immediately, if applicable.

2. Identify additional sales opportunities during interview/conversation with applicant. Consistent with the credit union's approach to understanding the Member's needs, master the ability to identify opportunities, overcome objections and close the sale. Consistently follow up on pending sales opportunities and any other open items.

3. Listen to and resolve Member concerns about products and services in a timely manner and within the scope of authority. Interact with Y-12 FCU branch, underwriting, and processing staff ensuring a smooth member experience throughout the loan process.

4. Provide input on ways to improve our processes to assist in reaching out credit union efficiency goal and improving the member experience. Share suggested enhancements and solutions with management and implement.

5. Follow phone and email process/procedures to keep uniformity within department in efforts to stay in contact with members to ensure their expectations met or exceeded. This includes emailing and calling members within 24 hours of application and working application according to the workflow chart created. Emails are to be formatted in a consistent manner that established professionalism and inviting to the member.

6. Participate in weekly/monthly meetings in order to provide valuable feedback on any processes and procedures for potential updates or changes.

7. Perform other related duties as assigned.

EDUCATION/ EXPERIENCE

• One to three years of similar or related experience.
• A high school education or GED.

OTHER SKILLS AND ABILITIES

• Must be good with detail and numbers and have good organizational and interpersonal skills.
• General knowledge of loan servicing functions including document process, title/deed of trust process and insurance products to be able to answer member questions.
• Uses logic and reasoning methods to solve difficult problems and meet objections with effective solutions.
• Excellent communication skills both written and oral.
• Must be proficient in windows based computer applications and internet applications.
• Ability to work simultaneously in multiple applications/resources
• Courtesy, tact, and diplomacy are essential elements of the job.
• Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

PERFORMANCE MEASUREMENTS:

• Maintain working knowledge of credit reports to evaluate credit standing, perform needs assessment and identify lending opportunities to promote borrowers financial stability and support loan performance. Understand the details of all credit union consumer loan products including home equity loan products.
• Attend trainings offered by CUNA and other sales trainings as offered and directed to continue learning innovative ways to help members understand the benefits of all products/services offered.
• To maintain a professional, courteous, and friendly atmosphere for members and co-workers. Provide a superior member experience in each interaction.
• Understand and communicate resources to assist members with their lending decisions. Make recommendations for appropriate loan products and services. Complete applications accurately, communicating member needs appropriately to the underwriter.
• Consistently achieve monthly, quarterly and annual sales and service goals while upholding the highest level of ethics and accuracy.
• Be an expert in GAP, Common Sense, Extended Warranty, and other ancillary programs and be competent in presenting features and benefits and protecting our members.
• Remain current on changes in policies, procedures, compliance and product development. Maintain working knowledge of lending regulation in relations to all loans products.
• To take initiative for personal career development and seek opportunities to learn new skills.

SERVICE STANDARDS:  

• Own the Issue

o    Build confidence that you will help through your words and actions.  

o    Minimize the team/member’s effort.  

• Personalize the Experience

o    Show that you care about the person and the issue.  

o   Adapt to the team/member’s pace, style, and emotional tone.  

• Be Authentic

o    Be genuine.  

o    Be present in the conversation to avoid sounding mechanical.  

• Understand, then Solve

o    Aim for one-call resolution.  

o    Address the underlying issue vs. just the request.  

o    Be crystal clear on next steps.  

• Be Curious to Exceed Expectations

o    Pick up on cues and clues indicating other needs.  

o    Engage in conversation to discuss broader needs.  

o    Help the member access additional resources, products, and services to gain more value.  

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. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

Typical office – no hazardous or unpleasant conditions.

We are an EEO Employer

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Supervisors as deemed appropriate may assign additional functions and requirements. 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.

Salary : $22