Contact Center Lending Representative

Everwise Credit Union; Carmel (IN); Vor Ort; USD 38.000 - 52.000; Vollzeit

Zusammenfassung

Everwise Credit Union is seeking a Contact Center Lending Representative to deliver high-level member service via inbound calls while guiding loan applications. You will assess financial needs and recommend suitable loan products, using our lending matrix and underwriting rules.

You will respond to members by phone, email, and chat, demonstrating product knowledge and needs-based selling; do so while meeting sales goals and adhering to regulatory requirements.

Qualifikationen

• High school diploma or GED is required.
• 3+ years of banking, lending, and/or financial experience.
• Available to work on Saturdays.

Aufgaben

• Handle inbound calls and provide member service while guiding loan applications.
• Process loan applications from start to finish using Everwise lending matrix.
• Make sound lending decisions based on underwriting requirements.
• Provide guidance about products and services and educate members.
• Communicate with members via phone, email, online chat, and written messages.
• Maintain excellent service standards and strong product knowledge.
• Meet or exceed sales goals for lending and member service.
• Follow laws and Everwise policies (BSA, Patriot Act, OFAC).
• Take on additional duties to support growth.

Kenntnisse

Verbal communication

Written communication

Reading instructions

MS Word/Excel/Teams

Teamwork

Problem-solving

Time management

Analytical thinking

Decision making

Organization

Ausbildung

High School diploma or GED

Jobbeschreibung

Job Description:

Position Summary:

The Contact Center Lending Representative provides a high level of member service through inbound calls while working with members loan applications. The incumbent will also assess the members' financial needs to recommend appropriate products and services.

Primary Responsibilities and Duties:

• Ability to perform the job duties and provide support in all areas of the Contact Center as needed.
• Processes loan applications from start to finish utilizing Everwise lending matrix via all lending channels.
• Must be able to make sound lending decisions based upon Everwise underwriting requirements.
• Provide quality service while working with members over the phone/video to provide guidance and education and recommend appropriate products and services.
• Correspond with members through phone, email, online chat, and written communication while maintaining excellent service standards.
• Must demonstrate excellent product knowledge, full understanding of needs-based selling, practice, and use of discovery selling techniques.
• Meet or exceed established sales goals for lending and member service.
• Responsible for daily decisions made within parameters set by leader.
• Accountable for understanding and applying government laws and regulations and Everwise policies and procedures relating to the Anti-Money Laundering Regulations including but not limited to the Bank Secrecy Act (BSA), US PATRIOT ACT and OFAC.
• Assumes additional responsibilities as necessary for the continued growth and advancement of Everwise.

Knowledge/Skills:

• Excellent verbal and written communication skills within a high-volume member contact center.
• Ability to read and comprehend detailed instructions.
• Computer skills (Microsoft tools - Word, Excel, Teams); ability to navigate through various software and systems.
• Ability to work in a team environment.
• Strong problem-solving skills
• Strong organizational and time management skills
• Effectively present information and interact using various communication tools.
• Ability to perform efficiently while working under deadlines and time constraints.
• Strong analytical, mathematical, and decision-making skills.

Minimum Requirements:

• High School diploma or GED
• 3+ years' banking, lending and/or financial experience.
• Available to work on Saturdays.

Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.