Job Description

Role:

As a Loan Advisor your key role in our eBranch and daily operations is essential in maintaining outstanding service to all members. You will be the primary contact for Loan by Phone, a responsibility that significantly contributes to our overall productivity and success. You will be assisting members through virtual room, telephone, fax, and email requests, including loan and account services. In this role it is important to maintain a positive and professional member engagement and ensure practical and efficient operations.

Essential Functions & Responsibilities:

• Accept loan applications via phone, virtual room, online, or email and prepares them for Underwriter review. Tracks application status and follows up as needed. Processes approved loans, schedules closings, and facilitates disbursements. Escalates issues to a supervisor with recommendations when necessary.

• Respond to member inquiries regarding lending, provide current loan rates and quotes for unsecured or secured collateral, and offer information on credit union products and services as requested.

• Communicate with members by phone, text, email, or fax to complete their requests.

• Assist with product and service inquiries and resolve issues within approved authority.

• Maintain proficiency in all member-related third-party systems and software, including managing member records. This includes product, service, maintenance systems, account and identity verification, etc.

Performance Measurements:

1. Have a thorough understanding of all Credit Union products and services to effectively assist members and recommend solutions based on their needs. Maintain accurate knowledge of policies and procedures.

2. Actively engaged with members and assisting with their financial needs. Identifying opportunities for consultative selling and actively recommending products and services to the members.

3. Refer and cross-sell credit union products and services to meet member needs and individual goals.

4. Accurately and efficiently complete all members' or account-related forms and forward them to the appropriate department for action and/or filing.

5. Possess complete and accurate knowledge of all credit union products, services, policies, and procedures.

6. Must be available to assist the Call Center or eServices for backup as requested by management and work on Saturdays when needed.

7. Respond to all correspondence within one business day.

Knowledge and Skills:

Experience - A minimum of one to two years in sales or in loan processing.

Education - An associate degree or bachelor’s degree preferred.

Interpersonal Skills - Work involves personal contact with others inside and/or outside the organization for first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve more confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills - Focus on serving the member, gaining the members respect and trust, and always acting with the member in mind. Analytical ability to quickly assess members financial needs and offer solutions with excellent product and service sales skills. Intermediate computer skills including experience with Microsoft Office products, including but not limited to Word, Excel, email and Outlook. Ability to learn and use the credit union PC hardware and software. Proficient in English grammar and spelling, with strong skills in both oral and written communication.Willing to attend training seminars and meetings outside normal working hours. Must have a proactive and positive attitude toward members, supervisors, co-workers and the credit union.

Physical Requirements - While performing the duties of the job, the employee is regularly required to position themselves to move about in the work area, reach, grab, sort, communicate in person and via telephone with others, identify and recognize small font communication, and be able to transport a minimum of 10 pounds.

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