Description:
Summary The Consumer Lending/New Accounts Specialist provides a full range of products and services to customers with an emphasis on acquiring, expanding and enriching customer relationships. The individual in this position must have knowledge of financial services and consumer lending products including home equity loans, HELOC’s, auto loans, credit cards, and personal loans. They must be able to identify and analyze customer needs so that they can adequately recommend products and services. The individual provides a full range of banking services; assessing and handling customer accounts, obtaining and processing customer account information, and cross selling bank products and services.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
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Assumes responsibility for effectively receiving, reviewing, processing, and coordinating consumer and loan functions.
a. Interviews, takes applications, gathers information, and processes preliminary documentation on Loan requests.
b. Evaluates and verifies loan applications and credit criteria. Computes debt ratios. Verifies employment and income. Determines value of collateral. Requests additional information if required.
c. Approves loans within limits of authority, communicates decisions with customers and prepares appropriate documentation.
d. Declines loans within limits of authority. Reviews denial recommendations with management when necessary.
e. Performs collection activities on assigned consumer loans.
f. Close loans within the employee’s area and coordinates and processes closings with Branch Managers and Assistant Branch Managers outside of employee’s area. Ensures that each loan is promptly and properly prepared, documented, processed, approved, and disbursed.
g. Seeks additional lending opportunities within customer profiles and credit reports. Creates and develops mutually beneficial solutions for customers and the Bank.
h. Ensures that lending operations are conducted in accordance with established VisionBank policies and are legally compliant. Assists customers with service problems or general inquiries in person, online, and via telephone while strengthening customer relations.
i. Administers the bank’s credit card program, including keeping up to date on Visa/Mastercard rules, and collections.
j. Performs various consumer lending administrative and tracking items as assigned.
2. Assumes responsibility to develop and maintain quality customer relationships.
a. Provides prompt, personalized, professional service to all customers in an exceptional manner, seeking out opportunities to exceed customer expectations and deepen relationships.
b. Meets expected service levels for wait time and accuracy.
c. Ensures that all customer requests are processed accurately and efficiently.
d. Provides borrowers with timely updates at key milestones in their loan process.
e. Always act in the customer’s best interest; consistently educate customers about their financial options.
f. Participates in the attainment of individual and branch goals.
g. Displays sound judgment in handling customer requests and exceptions, seeking and documenting approval as needed.
3. Opens new accounts and cross-sells additional retail products and services.
a. Initiates discussion to determine customer needs.
b. Sells additional products and services through cross-selling, portfolio development and focusing on the customer’s needs.
c. Explains various account options such as account ownership, business, IRA, funeral agreement accounts, savings, certificates, and checking account programs to customers.
d. Gathers, inputs, and verifies required personal information from customers, such as name, address, date of birth, employment information, social security number, etc., according to established procedures while maintaining the highest level of security
e. Prepares and reviews new account paperwork with customer.
f. Receives and processes initial deposits for new account opening. Verifies all cash transactions and ensures authenticity of all negotiable items before acceptance according to policies and procedures.
g. Refers new business customers to Commercial Lenders for additional bank services,
h. Refers secondary market loan opportunities to Mortgage Lenders.
4. Services IRA and HSA Accounts.
a. Completes withdrawal requests and renewals on certificates of deposit.
b. Handles Individual Retirement Account and Health Savings Account (HSA) inquiries and transactions.
c. Informs customers of retirement account rules and restrictions.
d. Gathers and inputs necessary personal information from customers.
e. Prepares documents such as plan agreements, disclosure statements, CDs, signature cards, etc.
f. Verifies annual retirement account reports to customers. Processes IRA distributions and verifies coding of accounts.
g. Processes mail requests from other financial institutions for IRA transfers.
5. Maintains knowledge of various departments' services and functions in order to assist customers and make sales referrals.
6. Actively makes referrals to all areas of the bank.
7. Adheres to all State and Federal banking regulations.
Supervisory Responsibilities
No supervisory responsibilities with this position.
Requirements:
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.
Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High school diploma or general education degree (GED). Must have at least two years of retail banking experience and prior consumer lending experience.
Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Mathematical Skills
Ability to add, subtract, multiply, and divide. Ability to compute rate and percent.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills
To perform this job successfully, an individual should have knowledge of Microsoft Word, Excel, PowerPoint, and Outlook. Prefer experience with Loan software, LaserPro and Fiserv.
Certificates, Licenses, Registrations
Must be able to pass requirements to obtain a NMLS (Nationwide Mortgage Licensing System) number.
Other Skills and Abilities
Must be able to make timely decisions exhibiting sound and accurate judgment.
Other Qualifications
Must have reliable transportation and be able to drive to all bank locations using own transportation.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 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 The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet.
