Job Description:
Mission
In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution.
Culture Competencies: S.T.R.I.V.E
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Maintains our members' and employees' trust by safeguarding their financial data and information.
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Values and respects everyone's abilities, opinions and feedback to achieve trust, safety, and well-being in a friendly, welcoming and cooperative environment. Actively devoted to our motto of 'better together'.
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Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles.
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Generates new ideas, supports change, provides new efficient solutions and solves problems creatively while balancing risk.
General Summary:
Under general supervision and in compliance with all federal and state regulations and established USSFCU policies and procedures, is responsible for processing and funding consumer loan applications. Serves as an ambassador of USSFCU by espousing our “Member First” philosophy, fulfilling our purpose of helping our members achieve financial success. Develops relationships with members by engaging as a member advocate, actively listening, identifying member needs and providing solutions. Driven to meet or exceed individual performance and departmental sales/service goals.
Major Duties & Responsibilities:
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Represents the Credit Union in a courteous, engaging, professional manner and provides excellent member service to both members and internal teammates. Is efficient, results driven, and accurate. Understands the impact of behavior and performance on the credit union, the members, potential members, and teammates.
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Contribute and provide feedback and guidance to continually develop and enhance processes and procedures including enhancing and/or creating key operating system or integration improvements.
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The management, monitoring and oversight of daily loan volumes including management of queues to ensure that processing of loan applications is completed within the established Service Level Agreement (SLA) document.
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Prioritizing the Consumer Lending teams' daily functions based on volume and workload to include task delegation to Processors or other team members within the department.
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Serve as the lead to assist with handling escalations while maintaining and providing high degree of member service.
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Reviews documentation to ensure it corresponds with loan application; confirms accuracy of member information, conducts a comprehensive review of income verification, loads data in Loan Origination System (LOS), and funds in accordance with loan officer's instructions and existing underwriting guidelines and stipulations.
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Obtains accurate payoff figures and prepares and mails payoff checks and letters in relation to consumer loan funding.
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Monitors eFax, Secure Messaging through Loan Origination System (LOS), DocuSign mailboxes, and other queues to ensure the timely receipt and processing of documents.
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Accepts incoming calls, answers questions, and provides information related to loan processing and loan funding.
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Follows up and responds to any emails and secure web messages through the Loan Origination System (LOS) submitted by members.
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Processes all ancillary product inquiries to include after loan closing with adding and cancellation of debt protection, GAP and/or Warranty with the appropriate forms and documentation.
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Adheres to all auditing procedures designed to document the lending process and provide the proper checks and balances.
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Supports and participates in continuous improvement activities.
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Explains loan options, rates, terms, and collateral requirements. Educates members by providing accurate information regarding credit union products, services, policies, and procedures, helping them to arrive at a beneficial conclusion. Understands the appropriate rules and regulations related to loan products and services. Reads and interprets data from consumer credit reports.
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Tracks progress and maintains up-to-date status of all types of consumer loans. Responsible for input and/or verification of data provided by members, credit reports, and third-party vendors. Thoroughly documents purpose of loan request and any additional information that will assist Underwriter with the decision process. Thoroughly documents status of loan decision, including any follow-up required by member. Understands loan decisions, stipulations, and requirements.
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Listens to member needs and offers referrals for appropriate products and services. Ability to work independently by utilizing available reference material and resources. Meets or exceeds performance, sales, and service goals established by management. Is results driven, possesses a high sense of urgency, and is self-motivated to succeed. Able to multi-task, which requires good organizational skills.
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Responds to member inquiries regarding credit union lending policies, interest rates, terms, loan limits, loan services and/or account discrepancies. Assists other departments as necessary and routes necessary information to appropriate support departments for extensive account research and/or adjustments.
- Clears quality assurance and audit exceptions in a timely manner. Performs account file maintenance as necessary.
- Interacts in a positive manner with all team members, supervisors, members, and external contacts in a professional manner to promote unity, communication, and consistency of operations to help the department and the organization. Takes initiative and actively contributes to helping the team meet and exceed lending and organizational goals.
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Actively engages and participates in training, coaching sessions, team meetings, group discussions and motivational/promotional activities with the organization. Completes assigned training initiatives as required within the prescribed timeframe. Strives to improve own personal performance. Takes responsibility and ownership of actions and decisions.
- Responsible for obtaining and verifying basic loan documentation, including but not limited to identification documents, income verification documents, vehicle purchase order, proof of insurance and payoffs from other financial institutions or creditors. Works closely with other departments to identify and prevent loan fraud.
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Coordinates execution and delivery method of loan documents with members.
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Establishes repayment and interest schedules based upon loan guidelines and rates.
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Creates and updates loans in core system. Responsible for correct funding of loan proceeds, including distribution to proper general ledger accounts as required with the purchase of GAP and/or warranty coverages, overnight processing fees, or other fees as applicable.
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Implements the recording of collateral by ensuring all checks have proper endorsement stamps and accompanying member documentation (copy of purchase order, payoff letter, overnight delivery receipt, etc.).
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Ensure loan files are complete and accurate and contain proper signatures, dates, and supporting loan documents.
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Maintains proficiency in USSFCU's lending platform and serves as liaison to I.T. Department for any System issues that may impede efficient and accurate member service. Understands and maintains secured document delivery.
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Basic knowledge of Federal Lending Regulations including but not limited to the Equal Credit Opportunity Act, Fair Credit Reporting Act, Truth in Lending, Military Lending Act, Telephone Consumer Protection Act, Graham-Leach-Bliley Act, and Consumer Financial Protection Bureau rules.
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Complies with all applicable Rules, Regulations and Statutes of the NCUA and other appropriate governing bodies to include but not limited to: The Credit Union Bylaws, Bank Secrecy Act, Office of Foreign Assets Control, Fair Lending Act, and Fair Credit Billing Act.
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Complies with all Credit Union policy and procedural guidelines, including but not limited to Member Identification Policy, Bank Secrecy Act, USSFCU Red Flag Policy, USSFCU Loan Policy, and USSFCU Consumer Lending Guidelines and Procedures
Non-essential Duties & Responsibilities
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Performs other duties as assigned.
Experience and Skills:
Education: High school diploma/equivalent required. Bachelor's degree preferred
Experience: One (1) year of financial services experience in customer-service required. Lending experience a plus.
Skills: Strong math aptitude in the ability to apply concepts of fractions, percentages, rates, and ratios to practical situations. Basic sales and service skills required; ability to read consumer credit reports. Requires attention to detail; accuracy; basic proofreading skills; flexibility. Basic knowledge of document and data storage systems; basic knowledge of Microsoft Office suite. Works independently by utilizing available reference materials and resources. Credit union experience preferred. Symitar experience a plus.
Communication: Effective verbal and written communication skills required. Ability to use active listening to address member needs and recommend appropriate products and services.
Location: This position is located in the Contact Center (Staunton, VA) or Headquarters (Alexandria, VA).
Supervisory: None Required.
Time in Service: None Required.
Salary Range: Metropolitan Area (DC, MD, VA) $54,481.13- $$81,721.69
Benefits: Health Insurance including Medical, Dental, Prescription, Vision, 401(k) Retirement Plan, Incentive bonus, 12 Holidays, 15 Vacation days, 9.75 Sick days, Flexible Spending Account, Life Insurance, Free parking or Metro Smart Benefits and Tuition reimbursement.
Equal Opportunity Employer/Veterans/Disabled
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.
From: United States Senate Federal Credit Union
