Contact Center Lending Representative

Everwise Credit Union; Mishawaka (IN); On-site; USD 42,000 - 66,000; Full time

Job summary

Everwise Credit Union in Mishawaka, IN seeks a Contact Center Lending Representative to deliver high‑level member service by handling inbound loan applications and guiding members through the lending process.

You will assess financial needs, recommend suitable products, and communicate via phone, email, and chat, while meeting lending and service goals in a fast-paced environment.

Qualifications

• 3+ years’ banking, lending and/or financial experience.
• High School diploma or GED.
• Available to work on Saturdays.
• Ability to read and comprehend detailed instructions.
• Excellent verbal and written communication in a high-volume center.

Responsibilities

• Process loan applications from start to finish using Everwise lending matrix.
• Provide high-quality service while assisting members over the phone and via video.
• Assess members’ financial needs to recommend appropriate products and services.
• Correspond with members through phone, email, online chat, and written communication.
• Meet or exceed established sales goals for lending and member service.
• Comply with government regulations and Everwise policies (e.g., BSA, Patriot Act, OFAC).

Skills

Excellent verbal and written沟

Education

High School diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Teams

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.