Consumer Loan Service Delivery Representative II

SchoolsFirst Federal Credit Union; United States; On-site; USD 46,000 - 67,000; Full time

Job summary

SchoolsFirst FCU is seeking a Consumer Loan Service Delivery Representative II to assist members with consumer lending needs primarily over the phone. You will handle applications, gather documents, fund loans, and provide consultative product information to Members.

The role requires 1-3 years of related experience and a high school diploma or GED, with time spent delivering accurate, world-class service.

Qualifications

• Caller-focused communication with members over the phone.
• Understanding of consumer lending products and services.
• Ability to verify information and summarize transactions.

Responsibilities

• Provide world-class personal service to members via phone for consumer lending needs.
• Submit loan applications for decisions and gather required documents.
• Prepare loans for funding and ensure documents are properly signed.
• Advise members on loan options and processing times while maintaining accuracy.

Skills

Caller focus

Active listening

Consumer lending knowledge

Real estate basics

Questioning for clarity

Transaction recap

Data entry speed

Accuracy

Clear written/spoken communication

Terminology use

Written communication

Education

High School Diploma or GED

Job description

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

Consumer Loan Service Delivery Representative II

The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity. 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 escallate 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.

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

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.

SchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive Hiring

SchoolsFirst FCU is committed 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.

Equal Opportunity Employer Statement

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.

We're passionate about living our mission of providing Members with World-Class Personal Service and financial security. There's a reason we love coming to work every day. We have the privilege of serving those who build the future: school employees, and the families who make their work possible. Our success is built on our relationships with each other, our Members and the community. We value teamwork and face-to-face interactions and believe we’re at our best when we’re collaborating in-person. We also know the flexibility to work remotely benefits the wellbeing of our team.

View the work location information below on the job listing that interests you.

Work Location

100% on-site, 0% remote. Including those serving Members in-person at our branches. Three days a week in the office and up to two days remote. Hybrid teams coordinate on-site days to collaborate in-person. Up to 100% remote. Select individual contributor roles may be given the option to work fully remote.