Contact Center Lending Advisor - $2,500 Commitment Bonus

Virginia Credit Union; Roanoke (VA); On-site; USD 46,641 - 56,003; Full time

Job summary

Virginia Credit Union is seeking an on-site contact center representative to handle incoming consumer and mortgage applications in line with credit union policies and regulations. You will proactively contact members to strengthen relationships, answer inquiries, enter applications accurately, and promote lending products and services.

The role requires strong communication, teamwork, and adherence to policies, with ongoing training in BSA, OFAC, and Information Security to meet performance

Qualifications

• High school diploma required; college courses in lending are a plus.
• Experience with consumer loans and mortgage products preferred.
• Must be actively registered with the Nationwide Mortgage Licensing System (NMLS).
• Experience in a high-volume public contact position at a credit union or other financial institution.

Responsibilities

• Consistently and accurately discuss first mortgage and consumer loan products.
• Explore member financial needs and make recommendations to help achieve goals.
• Enter all loan applications accurately and completely.
• Prepare consumer loan applications for disbursement.
• Answer incoming calls and perform account inquiries and transactions.
• Use cross-selling techniques to discuss additional products and services.
• Contribute to team and department performance.
• Meet/exceed individual, team, and department metrics.
• Comply with enterprise policies including Risk Management.
• Complete required enterprise training including BSA, OFAC, and Information Security.
• Report Risk Management policy violations.

Skills

Customer service

Communication skills

Lending knowledge

Regulatory compliance

Computer skills

High-volume call handling

Team mentorship

Confidentiality

Problem solving

Time management

Adaptability

Loan policy knowledge

Education

High school diploma

College degree preferred

NMLS registration

Experience in financial lending

Job description

Job Summary

In a contact center environment, take incoming calls to enter consumer and first mortgage applications in conformity with all applicable regulations including credit union policies and procedures. Make outbound calls to proactively contact new and existing members to enhance their relationship with VACU. As an on‑phone representative, answer all telephone inquiries and promote credit union products and services. Provide quality, professional service while maintaining adherence to contact center scheduling. Comply with member service experience expectations and all VACU policies and procedures.

Responsibilities

• Consistently and accurately discuss first mortgage and consumer loan products and services.
• Explore and evaluate member financial needs and make recommendations to help them achieve their financial goals.
• Enter all loan applications accurately and completely.
• Prepare consumer loan applications for disbursement.
• Answer incoming calls and perform account inquiries and transactions as needed.
• Use cross‑selling techniques and lending knowledge to discuss additional products and services.
• Make positive contributions to the team and department.
• Meet and/or exceed all individual, team and department performance metrics and goals.
• Comply with all published enterprise level policies and procedures including Risk Management policies.
• Complete all required ongoing enterprise level training including BSA, OFAC and Information Security.
• Report all Risk Management Policy violations in accordance with policy.

Qualifications

• Knowledge of consumer loan policies, procedures, workflows, and guidelines.
• Knowledge of lending guidelines and regulations and compliance.
• Strong computer and organizational skills.
• Ability to produce results in a service, goal‑oriented and production environment.
• Excellent written and verbal communication skills.
• Ability to quickly and professionally adjust in a high‑paced and constantly changing environment.
• Capability to act as a team mentor as needed.
• Consistently meet or exceed goals defined on the individual performance evaluation.
• Maintain confidentiality of member and credit union account information.
• Attend training sessions to maintain lending and account skills.
• Ensure application entry, workflow, product cross‑sell and adherence guidelines are met.
• Meet or exceed member experience and loan quality standards.
• Actively contribute ideas and suggestions to improve efficiency, loan quality and service to members.

Minimum Education and Experience

• High school degree required; additional business courses in lending services, products, policies and procedures preferred.
• College degree preferred.
• Credit report experience with previous lending experience with consumer and mortgage products is preferred.
• Must have experience in a high‑volume public contact position at a credit union or other financial institution.
• Thorough knowledge of financial products as well as experience in financial sales and a contact center environment is required.
• Must be actively registered with the Nationwide Mortgage Licensing System and Registry (NMLS).

Physical Requirements

• Ability to sit for long periods of time.
• Infrequent lifting or carrying of objects up to 10 pounds.
• Ability to speak and hear clearly with reasonable accommodation.
• Must accommodate changes in scheduling, working Saturdays, and extended hours.

Salary Range

$46,641 - $56,003

Equal Opportunity Statement

Virginia Credit Union is an Equal Opportunity Employer.