Lending Center Consultant
Position Number: Lending Cent
Location: San Jose, CA
The Lending Center Consultant is responsible for the maintenance and followup of loan applications (AUTO, PLOC, HELOC and 2nd mortgage) received from non-branch sources including the Net, Lending Center, Member Contact Center, Real Estate Lending and TLC 24hr access service. During the processing period between application and funding, the Lending Center Consultant will provide relevant and timely information and guidance to the member, and will schedule the member for document signings at the appropriate Financial Center, e-signature or Remote signing. This position is primarily loan production related with associated sales goals. The Lending Center Consultant is to back up the L.C. Assistant during scheduled time off and/or during unexpected absences.
MAJOR RESPONSIBILITIES / DUTIES
Product Knowledge, Procedures, and Campaigns
The Lending Center Consultant will process all membership applications received through Online and the LC/MCC channel, welcome new members through RM care calls, cross-sell relevant products and services, and adhere to Service Level Standards.
Maintain appropriate technical understanding of all mortgage products/features/funding/documentation, as well as steps and timelines, from origination stage to funding process.
Can accurately and thoroughly explain: features of primary products sold, benefits and major strengths of products, and current marketing campaigns.
Maintains own knowledge of the marketplace and can discuss the competition and their primary products and services and their major strengths and limitations.
Uses Consultative Sales Skills by establishing rapport, detecting/defining needs, cross-selling relevant products and services, explaining solutions and recommending action steps.
Identifies opportunities to refer members/ prospects to other areas of the credit union for additional sales and service opportunities. When referring to other areas of the credit union, fully informs other business units/ departments of details involved in handling specific member cases when appropriate.
Acts as primary member contact regarding progress of all loan products and services until it is funded or satisfied. Actively leads research regarding the more complex member issues.
Handle escalated member calls to find appropriate resolution of member issues.
Appropriately responds to request for information and resolves any member complaint on a timely basis.
Implements details of sales promptly and accurately.
Follows up and keeps commitments made to members and other credit union personnel.
Follows through and makes certain the product/service referral is effective and satisfactory to the member.
Implement and meet the Heloc SLA guideline from application to underwriting and first contact made with member in less then 20 minutes.
Cordinate all HELOC remote signing with members and processing center in a timely manner.
Gathers and disseminates information necessary for application analysis and loan disbursal.
Obtains information necessary to establish membership accounts.
Incorporates good due diligence/investigation habits in verifying all information on loan and membership applications for fraud prevention . Gathers documents required for all loan disbursal and establishing membership.
Clearly communicates decisions to members in the manner established by Technology Credit Union.
Monitors agent display accordingly to maintain appropriate call flow and abandonment rate to achieve department goal.
Plans outbound calls for adequate department phone coverage and efficient time management.
Maintains complete and accurate Workflow notes on loan and membership application event history.
Supports the Credit Union’s Mission & Vision and Lives the Tech CU Values (Accelerate, Collaborate, Innovate, & Cultivate).
Meets on a monthly basis with manager to discuss goal alignment, performance metrics, and development plans.
Adheres to Policy & Procedure put forth in employee handbook; upholds employee Code of Conduct/Ethics, and ensures confidentiality of the workplace.
Typically has at minimum:
Education: High School diploma, plus additional business/vocational education. Courses in related business areas necessary to maintain position proficiency.
Experience: 2 to 3 years' increasing experience in related disciplines, including exposure to equity loans and other financial products, policies and procedures, and sales and member services operations, in a credit union or other financial institution.
Knowledge/Skills: Excellent verbal and written communications skills. Possess analytical, organizational, and problem resolution skills. Awareness of equity loan products, applications, and regulations. Solid PC skills. Strong sales/service, organization, and team orientation skills. Knowledge of credit union products and services applications, rules, regulations, policies, and procedures. Ability to work in a team environment.
Physical Requirements: Ability to sit 92% of the day. Mouse and use Keyboard, read computer screen for 90% of time during which one is seated. Listening/speaking to others for 92% of time during which one is seated.
THIS POSITION DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THE INCUMBENT EMPLOYEE. HE OR SHE MAY BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES/PROJECT RESPONSIBILITIES AS DIRECTED BY HIS OR HER MANAGER.
Starting Pay Range: