Contact Center Lending Representative

Everwise Credit Union; South Bend (IN); On-site; USD 42,000 - 56,000; Full time

Job summary

Everwise Credit Union is seeking a Contact Center Lending Representative to deliver excellent member service by handling inbound calls and guiding loan applications. You will assess financial needs and recommend suitable products while maintaining compliance with BSA, Patriot Act, and OFAC requirements.

Responsibilities include processing applications end-to-end, making lending decisions within underwriting guidelines, and achieving lending and service goals in a collaborative team environment.

Qualifications

• Excellent verbal and written communication in a high-volume member contact center.
• Ability to read and comprehend detailed instructions.
• Strong problem-solving, analytical, and decision-making skills.
• Ability to navigate multiple software and systems efficiently.

Responsibilities

• Assist members via inbound calls and emails and guide loan applications.
• Process loan applications from start to finish using the lending matrix.
• Make sound lending decisions per underwriting requirements.
• Provide guidance on products and services and needs-based selling.
• Maintain service standards via phone, email and chat.
• Meet or exceed lending and member service goals.
• Adhere to BSA, Patriot Act and OFAC regulations.
• Collaborate with team and leadership for growth.

Skills

Verbal communication

Written communication

Team collaboration

Problem solving

Time management

Analytical skills

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Teams

Job description

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.