Consumer Loan Service Delivery Representative II

SchoolsFirst Federal Credit Union; Riverside (CA); On-site; USD 46,000 - 67,000; Full time

Job summary

SchoolsFirst FCU in Riverside, California is seeking a Consumer Loan Service Delivery Representative II to serve Members by phone, handling consumer lending transactions, loan applications, and document gathering with a high standard of personal service.

This role requires 1–3 years of related experience, a high school diploma or GED, and a commitment to accuracy and confidentiality as you guide Members through approvals, funding, and related processes.

Qualifications

• Customer service experience with a focus on Member satisfaction.
• Ability to handle consumer lending inquiries and explain loan options.
• Strong communication and data-entry accuracy.

Responsibilities

• Answer Member calls and process intermediate lending transactions.
• Submit consumer loan applications and gather required documents.
• Provide accurate loan information and timelines.
• Assist with training and support for teammates as needed.
• Maintain confidentiality of Member information.

Skills

Customer service

Phone support

Active listening

Clear communication

Problem solving

Education

High School Diploma or GED

1-3 years of related experience

Job description

We’re always looking for diverse, talented, service-oriented people to join our exceptional team.

Consumer Loan Service Delivery Representative II

Pay Range

$22.33 - $32.38

Scheduled Weekly Hours

40

What You’ll Be Doing

Serve the Membership by providing World Class Personal Service, supporting Members Consumer Lending needs primarily via the phone by completing various consumer lending transactions, submitting consumer loan applications for decisions, gathering relevant loan documents and providing Members with consumer lending information and recommendations. Serves at an intermediate level of technical knowledge within the department for level I teammembers.

• - Deliver World Class Personal Member Service in a caring, enthusiastic, professional and efficient manner, while contributing to Consumer Lending goals on accuracy and service quality.
• - Serving the Membership over the telephone by answering and processing intermediate level Member consumer lending transaction requests, submitting loan applications, funding personal loans, credit cards, detailed ancillary knowledge, and provide consultative product and service information to Members.
• - Accurately present information and perform tasks associated with originating (applications), processing and funding of various consumer loan products offered by the Credit Union including requesting and gathering relevant documents from Members (registration, income, purchase orders, etc.), entering data to complete transaction and conveying approximate processing times.
• - Prepare loans for funding, ensuring all documents and funding terms are correct and forms (if applicable) are properly signed.
• - Has an intermediate knowledge of consumer lending product and services including all DMV transactions and ancillary insurance products to effectively refer Members to the appropriate area. Identify needs and make recommendations for Members requests.
• - Communicate all consumer loan decisions (approvals and denials) to Members, advise them of all requirements necessary for loan approvals.
• - Handles moderate escalations (i.e. loan denial questions; intricate product questions, etc.) and prevents Members from escalating by utilizing soft skills and intermediate de‑escalation skills.
• - Assist with training of new and existing team members. May assist with call transfers from level I representatives.
• - Advocate for Members and be willing to elevate calls as appropriate and solicit help as needed from other departments.
• - Maintain confidentiality of credit union and Member records.
• - Communicate well both verbally and in writing, effectively share information and ideas with others, and demonstrate good listening skills.
• - Provide consultative services to Members regarding credit union products and services by assessing the Member’s needs and addressing their concerns.

Additional Job Functions

• - Performs other duties as assigned
• - Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions.

Qualifications

• - High School Diploma or GED required
• - 1-3 years of prior related experience required

Knowledge, Skills, and Abilities

• - Concentrates on caller
• - Listens without interrupting
• - Intermediate level knowledge of consumer lending products and services
• - Basic knowledge of Real Estate products and services
• - Asks questions to clarify and verify information
• - Recaps transaction to ensure understanding
• - Identifies essential information
• - Enters information quickly
• - Displays expected level of accuracy
• - Summarizes transaction clearly and concisely- Uses correct terminology
• - Excellent oral and written communication

SchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive Hiring
At SchoolsFirst FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you’re excited about a position or wanting to make a career change but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.

SchoolsFirst Federal Credit Union is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. SchoolsFirst FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information.

This organization participates in E-Verify.