Digital Lending Associate - *Bilingual in Spanish Preferred* - Hybrid

First Commonwealth Federal Credit Union; Allentown (Lehigh County); Remote; USD 42,000 - 64,000; Full time

Job summary

First Commonwealth FCU is seeking a Digital Lending Associate to help members achieve their financial goals primarily by phone and email in a remote-friendly environment. You will serve members, cross-sell credit union products, and assist with loan documentation while upholding compliance and service standards.

The role emphasizes empathy, teamwork, and delivering personalized solutions as part of a growing team that supports members across channels.

Qualifications

• High school diploma or the equivalent.
• 1–2 years of customer service experience.
• Knowledge of fundamentals of lending, plus loan documentation concepts/practices and certificates of deposit and individual retirement accounts.
• Knowledge of web-based technology including chat and conferencing

Responsibilities

• Achieve and exceed sales and service goals at the individual, department and corporate level.
• Connect with membership via multiple channels including telephone, mobile, video chat, videoconferencing to provide a seamless omni-channel experience.
• Foster and maintain selling skills in product knowledge and relationship building.
• Obtain familiarity with all credit union products and services and update knowledge as offerings evolve.
• Champion financial wellness by helping members simplify their banking and solve financial problems.
• Coordinate and follow up on loan documentation to ensure completeness and accuracy.
• Ensure loan files comply with regulations and internal policies.
• Maintain accurate status updates in loan processing systems from application to disbursement.
• Perform quality checks and suggest process improvements to reduce turnaround times.
• Prepare and submit loan processing reports as required by the manager.

Skills

Customer service

Communication

Problem solving

Education

High school diploma

Tools

Chat & video conferencing tools

Job description

Are you an empathetic and positive team player with an engaging personality? Are you passionate about delivering world class experiences to our membership? Can you be empathetic to member’s individual situations and help them create appropriate solutions? If you answered yes to these questions, then you should consider becoming part of our growing team at First Commonwealth FCU. A remote work environment is provided for this position as business needs dictate.

As our Digital Lending Associate, you will be accountable for the effective servicing of members and assisting them with their financial objectives, primarily via telephone and email, consistently cross offering all credit union products and services when appropriate.

Who We Are

At First Commonwealth, we’re more than a credit union—we’re a financial partner built on purpose. We help our members, businesses, and communities thrive through personalized solutions, trusted guidance, and innovative digital tools that make banking simpler, more efficient, and meaningful.

Every day, we bring new ideas to life, create space for collaboration, and foster a culture where efficiency and innovation lead the way. Here, you’ll join a team of problem solvers, builders, and changemakers who believe in making a tangible difference—whether it’s helping a member buy their first home, empowering a small business to grow, or giving back through community partnerships.

Our mission is to empower the pursuit of financial happiness, and our vision is to become the most beloved financial partner in our communities. We live by our values of Honesty, Innovation, Generosity, Humility, Excellence, and Respect—and they guide everything we do, from how we serve our members to how we support one another.

At First Commonwealth, innovation is encouraged, authenticity is celebrated, and growth is full of possibility. Whether you’re building new skills, shaping ideas, or advancing your career, you’ll find the support and opportunity to make it happen.

We celebrate individuality and inclusion. Our members come from all walks of life, and so do our employees. First Commonwealth is proud to be an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other characteristic protected by law.

Our department hours are as follows. As a full time, you will be scheduled to work 40 hours per week within the schedule outlined below. Please note that the Saturday schedule is by rotation.

Monday-Friday – 8:30am-5:00pm

Saturday - 9:00am – 1:00pm

What You Will Do

• Achieve or exceed all sales and service goals at the individual, department and corporate level. Motivate and inspire others to achieve, as well, through positive attitude and actions.
• Connect with membership via multiple channels including, but not limited to, telephone, mobile, video chat, videoconferencing in order to provide a seamless, Omni channel member experience
• Foster, develop, maintain and demonstrate selling skills in the following areas.
• Reading members (words, tone, language), handling and overcoming objections, goal setting and attainment, understanding of bottom-line and business basics, presentation skills, forming and maintaining new relationships, and other skills identified by management.
• Obtain a strong familiarity with all credit union products, services and delivery methods offered (Internet, phone, email etc.). Continually update and maintain level of Product Knowledge as new products and services are offered.
• Champion our Financial Wellness efforts helping members simplify their banking, help solve their financial problems and enable them to financially prosper.
• Loan Documentation & Processing – Collect, review, and verify all required loan documentation for completeness and accuracy prior to underwriting and funding.
• Coordination & Follow-Up – Communicate with internal departments, applicants, and third-party vendors to obtain outstanding information and resolve documentation deficiencies.
• Compliance Assurance – Ensure all loan files comply with applicable federal, state, and local regulations, as well as credit union policies and procedures.
• Workflow Management – Maintain accurate status updates within loan processing systems to track progress from application to disbursement.
• Quality Control – Perform pre-funding quality checks to confirm that all conditions have been satisfied and loan packages are complete.
• Process Improvement – Recommend procedural enhancements to improve loan processing efficiency and reduce turnaround times.
• Reporting – Prepare and submit loan processing activity reports as required by the Loan Processing Manager
• Cross-Training – Maintain proficiency in multiple loan types and processing systems to provide coverage across the lending department as needed.
• Regulatory Training – Complete all required BSA, Fair Lending, and other compliance training as applicable to the role.

To Succeed In This Role, You Will Have

• High school diploma or the equivalent.
• 1-2 years’ experience in customer service.
• Knowledge of fundamentals of lending, plus loan collection concepts/practices and certificates of deposit and individual retirement accounts.
• Knowledge of web-based technology including chat and conferencing
• Excellent telephone, oral and written communication skills with ability to follow directions
• Ability to read and write, perform minor math calculations, collect/analyze data and possess problem solving skills.

Preference Will Be Given To Those Who Have

• Experience in a credit union or community bank environment
• Familiarity with consumer, mortgage, or business lending documentation requirements.