Consumer Loan Processor: Elevate Member Experience

SECU; United States; Remote; USD 42,000 - 56,000; Full time

Benefits offered by this job

401k plan with company matching

Sick, vacation and personal leave

Job summary

SECU is seeking a Consumer Loan Processor to join our Consumer Lending team. You will promptly and accurately process consumer loans, interacting with members by phone and coordinating with internal teams to finalize funding while adhering to Bank Secrecy Act and related regulations.

You will handle inquiries, ensure accuracy, and maintain service levels as you support a fast-paced environment with strong regulatory awareness and a commitment to member experience.

Qualifications

• Previous work experience in a customer/member service role required.
• Previous experience with a loan origination system (LOS) helpful.
• Takes personal responsibility for decisions, actions, failures and overall deliverables
• Utilizes oral and written communication to enhance relationships across the organization
• Clearly communicates information, thoughts and ideas in a clear, concise and organized manner
• Relates comfortably with people across levels, functions, culture, and geography
• Possesses a clear understanding of strengths, limitations, emotions, beliefs, and motivations of self and others
• Maintains composure and effectiveness when experiencing major changes in work tasks or the work environment
• Adjusts effectively to work within new work structures, processes, requirements, or cultures
• Demonstrates an understanding of SECU’s culture, core values, mission and strategic priorities as it relates to one’s work and overall performance
• Ability to learn and use multiple software platforms.
• Aptitude to work independently and as part of a team.
• Must be able to adjust quickly to shifting priorities.
• Strong communication skills both verbal and written.

Responsibilities

• Review all assigned consumer loan applications and ensure accuracy and completion of all required data based on credit union product guidelines and published rates
• Provide excellent member service throughout the loan process as questions are presented, clarification is needed, and details are being finalized as we strive to achieve favorable member experience survey results and meet our service level agreements.
• Respond to all member or third-party inquiries and questions related to transactions via outbound and inbound calls and email.
• Responsible for identifying solutions and determining when issues should be escalated for added support and resolution.
• Manage high-density call queues in a fast-paced environment with at least 20+ daily answered calls.

Skills

Customer service

Communication

Teamwork

Regulatory knowledge

LOS experience

Adaptability

Problem solving

Tools

LOS system

Job description

SECU is seeking a Consumer Loan Processor to join our Consumer Lending team. You will promptly and accurately process consumer loans, interacting with members by phone and coordinating with internal teams to finalize funding while adhering to Bank Secrecy Act and related regulations.

You will handle inquiries, ensure accuracy, and maintain service levels as you support a fast-paced environment with strong regulatory awareness and a commitment to member experience.