Inbound Loans Financial Service Representative

Mountain America Credit Union

Utah

On-site

USD 42,000 - 56,000

Full time

2 hours ago

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Job summary

Mountain America Credit Union is seeking a Loan Servicing role focused on delivering exceptional member experiences through phone, online, and mobile channels. You will handle inbound calls, assist with loan applications, and guide members through the loan process from start to finish.

Responsibilities include cross-selling products, ensuring regulatory compliance, and coordinating with underwriting to finalize loan decisions while maintaining high service standards.

Qualifications

At least one year of retail banking or related sales and customer service experience.
Ability to satisfy immediate and unexpected needs by recommending credit union products and services.
Ability to work efficiently across multiple channels of inquiries.
Ability to communicate with members via phone to assess, advise and assist in loan applications.
Ability to manage large amount of loan applications.
Thorough knowledge of credit union policies, procedures, and regulations.

Responsibilities

Provide exceptional member service via inbound calls and online/mobile channels for credit union membership.
Assess member needs and cross-sell products and services.
Meet sales and service goals and resolve member complaints.
Interview and originate loans by reviewing applications and credit criteria; coordinate with underwriting as needed.
Ensure compliance with applicable laws and regulations.

Skills

Retail banking

Customer service

Multi-channel support

Loan application handling

Communication skills

Mathematical calculations

Regulatory knowledge

Written communication

Education

High school diploma or equivalent

Tools

Symitar

Microsoft Office

Job description

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

Delivers extraordinary loan member experiences through the Service Center via online, mobile and phone channels. Receives inbound phone calls and follows up with members on submitted online/mobile loan applications in a timely matter while adhering to established service standards. Completes loans from start to finish, gathers, analyzes, verifies, and processes all necessary information provided by Mountain America members. Assesses, Advises and Assists member to recognize and meet additional member needs by providing quality service through loan servicing transactions and cross-selling products and services to help our members achieve their financial dreams.

Job Description

LOCATION

MACU Footprint

Schedule

Saturday 8:00 am-4:30 pm; Tuesday-Friday 11:30 am - 8:00 pm (Mountain Time) Sunday, Monday off

To be effective, an individual must be able to perform each job duty with the ability to show proficiency in the following areas by utilizing training, Knowledge Center, and supervisory resources.

Member Focus

Provides exceptional member service via inbound calls and online/mobile channels for credit union membership by assessing member needs, advising to improve their financial situation. Which includes opening new accounts, servicing existing accounts, and explaining our products and services that best suit our member’s needs and accomplish the credit union objectives.
Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross-sells products and services as needs arise through a consultation approach.
Consistent focus on increasing member satisfaction, building the membership base and account retention.
Expected to meet sales and service goals.
Resolves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.

Loan Servicing

Interviews members and originates loans by accepting, reviewing, and approving loan applications via the phone and online/loan channel.
Interviews loan applicants, reviewing credit report and cross-sells loans.
Evaluates and verifies loan applications and credit criteria. Computes debt ratios. Verifies employment and income. Determines value of collateral. Recommends loan decisions and cross sells to meet member needs. Conducts processing and closing documents for personal, RV, auto, business loans, and HELOC loans. Effectively hands off to underwriting department within limits of authority and notifies applicant of loan decisions.
Complies with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS) and other regulations as required by law as it relates to their position
Works in conjunction with other business partners (Home Equity, Mortgage, Underwriting, Consumer Lending and Loan Servicing) to ensure we adhere to all established Federal regulatory guidelines.

Other Responsibilities

Performs necessary verification process
Represents the credit union in a professional manner, both in dress and in actions
Keeps work area neat and clean
Responds to online/chat/email/voicemail/missed calls/other communication in a timely mannerActively participates and completes product knowledge courses
Complies with all regulations as required by law
Performs other duties as assigned

KNOWLEDGE, SKILLS, And ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

Ability to show proficiency in the following areas:

At least one year of retail banking or related sales and customer service experience.
Ability to satisfy immediate and unexpected needs, by recommending credit union products and services with knowledge and confidence.
Ability to work efficiently and effectively within multiple channels of inquiries.
Ability to effectively communicate with member via phone to assess, advise and assist in loan application.
Ability to manage large amount of loan applications.
Ability to multi-task and maintain composure while handling all member activities and requests.
Ability to prepare loan documents and cross-sell financial services of the credit union to ensure quality service.
Ability to perform mathematical calculations.
Thorough knowledge of credit union policies, procedures, and regulations.
Ability to communicate effectively using written and verbal communication.

Education

High school diploma or equivalent

Licenses, Certificates, Registrations, Trainings

Training to be completed generally during the first 90 days:

Annual Loan Certification
Product Knowledge Training
New Account Training
IRA Training
Loan Training
Loan Follow-up Training
NMLS Certification
Must be able to qualify annually as a Mortgage Loan Originator under S.A.F.E Act Registration

Computer/Office Equipment Skills

Intermediate computer operating skills
Intermediate skills in Microsoft Office (Outlook, Word, Excel)
Type a minimum of 35 words per minute preferred
Symitar experience preferred

Managerial Responsibility

No supervisory/managerial responsibilities

Physical Demands

Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently
Ability to stand, walk, kneel and crouch occasionally

Vision Requirements