IC Loan Sr Specialist

First Tech Federal Credit Union; New Hampshire; On-site; USD 54,000 - 63,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) match

Paid time off

Job summary

First Tech Federal Credit Union is hiring for a Loan Origination Specialist to support consumer loan and mortgage processes. You will handle inquiries, take and process applications, and assist with escalated issues while maintaining compliance and delivering service excellence.

Remote position across MA/NH/GA/FL, with opportunities to mentor staff and develop coaching strategies. You will coordinate with the Loan Team Hunt Group and participate in performance-driven initiatives.

Qualifications

• High School diploma or equivalent.
• 12 months information center experience; 12 months lending experience preferred.
• Exceeds metrics and sales goals; strong QA scores.
• Ability to mentor and support Information Center staff.
• Follows policies and procedures; adheres to compliance.

Responsibilities

• Answer inbound calls and assist members with loan questions.
• Originate and process consumer loan applications for autos, personal loans, and credit cards.
• Review credit reports and determine loan eligibility.
• Adhere to borrower/lender requirements and internal policies.
• Refer and cross-sell other DCU products and services.
• Participate in coaching and performance development.

Skills

Strong interpersonal skills

Excellent verbal and writtencommunic

MS Office proficiency

Time management

Education

High School diploma or equivalent

Tools

MS Office

Contact Center systems

Job description

Description Provide Service Excellence to members during all aspects of the loan origination process for Consumer Loans and Mortgages, as required. This includes answering general questions regarding loans in process, taking and processing applications, as well as answering general questions related to loans and the loan process. Taking additional call types will be required at times due to business needs. Assist other staff in the Loan Team Hunt Group and take ownership of and resolve more escalated situations and complaints. As assigned, perform Side-by-Side, mentoring and support to staff with additional performance development needs. Collaborate with Assistant Manager and Performance Lead to develop effective coaching strategies and improve staff member performance. Demonstrates a high level of understanding and proficiency in all DCU products, services, processes, and procedures. Proven ability to identify member's needs and effectively cross sell appropriate products and services. Effectively deescalate member complaints and assist staff members in efficient issue resolution. Assists in operations by performing duties as assigned by management including providing team communications, facilitating team operations and providing additional coaching support. Supports DCU's mission, vision and business goals and promotes those behaviors among their peers.

Description Provide Service Excellence to members during all aspects of the loan origination process for Consumer Loans and Mortgages, as required. This includes answering general questions regarding loans in process, taking and processing applications, as well as answering general questions related to loans and the loan process. Taking additional call types will be required at times due to business needs. Assist other staff in the Loan Team Hunt Group and take ownership of and resolve more escalated situations and complaints. As assigned, perform Side-by-Side, mentoring and support to staff with additional performance development needs. Collaborate with Assistant Manager and Performance Lead to develop effective coaching strategies and improve staff member performance. Demonstrates a high level of understanding and proficiency in all DCU products, services, processes, and procedures. Proven ability to identify member's needs and effectively cross sell appropriate products and services. Effectively deescalate member complaints and assist staff members in efficient issue resolution. Assists in operations by performing duties as assigned by management including providing team communications, facilitating team operations and providing additional coaching support. Supports DCU's mission, vision and business goals and promotes those behaviors among their peers.

Here’s what you can expect from the job and what you need to be successful:

Essential Functions

What You’ll Do

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer inbound phone calls daily as needed and as assigned.
• Efficiently assist members with inquiries about DCU loan products and the application process and other calls related to loan questions.
• Proficiently originate and process consumer loan applications for automobiles, personal loans, and credit cards.
• Review credit reports and determine loan eligibility through automated underwriting and/or Loan Officer review.
• Review required applicant documentation including income verification, purchase agreements etc.
• Adhere to borrower/lender compliance requirements and DCU's internal policies and procedures.
• Complete required training on compliance, DCU products/services and lending guidelines.
• Support DCU's Success Sharing Goals by referring and cross selling other DCU products and services.
• Achieve job expectations for schedule adherence, call efficiency, sales goals and other metrics.
• Become registered through the Nationwide Multistate Licensing System to obtain Mortgage Loan Originator licensing.
• Answer general questions for and originate Mortgage and Home Equity applications.
• Participate in performance development by being receptive to constructive coaching feedback from Assistant Managers and Performance Leads.
• Foster teamwork and strive to strengthen relationships between the Information Center staff and staff in DCU's support departments.
• Accurately process transactions, file maintenance and all other member requests
• Make process improvement recommendations in an effort to improve the efficiency of operations in the Information Center and/or other areas of the Credit Union.
• Completes all work with a high degree of accuracy and efficiency.
• Advanced job knowledge of DCU products, services, policies and procedures.
• Performs Side-by-Sides, mentor and staff development activities for Consumer Loan/Mortgage Origination and Loan Status skills as assigned.
• Performs additional responsibilities such as; special projects, team communication, team engagement, team reporting, additional coaching, outbound calling, Loan error resolution and auditing.
• Provides coverage and support to internal staff via the LOT Hunt Group including handling escalations as assigned.
• Participates in setting coaching priorities and strategies with Assistant Manager and Performance Lead.
• Perform other job-related duties as assigned or requested.
• Complies with regulatory compliance and assigned training requirements.

Essential Skills

Education and Experience Requirements:

• High School diploma or equivalent
• Minimum 12 months experience in the Information Center. 12 months lending experience preferred.
• Consistently exceeds expectations for statistical metrics, referral and sales goals, quality assurance scores, and other assigned goals.
• Completes trainings and demonstrates ability to handle all Loan Team skills with a high degree of proficiency.
• Understands and follows all policies and procedures.
• Proven aptitude for supporting, mentoring and peer coaching of Information Center staff.
• Demonstrated ability to support, motivate, and encourage team members as they provide service to members.

Additional Eligibility Requirements

• Strong interpersonal skills
• Excellent verbal and written communication skills
• Strong technical skills, including proficiency in MS Office programs and other contact center systems
• Strong troubleshooting, multitasking, organizational, and time management abilities.

Location:

Remote - MA, NH, GA, FL ONLY

Target Compensation

$25.48 - $30.53 per hour

Schedule

Monday - Friday 8:00am -5:00pm with rotating 1:00-10:00pm shift per week and one Saturday a month

Who We Are

Every great journey begins with a bold idea-and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.

Employees Are Eligible For

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually
• Paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)

Employment Statements

First Tech is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to [e-mail] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

First Tech is not currently offering Visa transfer/sponsorship for this position.