Position Summary

In this dynamic and challenging role, you will work directly with our members and member-facing employees to develop, expand and maintain positive consumer lending relationships by making it fast and simple to get a loan with us. By providing prompt, efficient and accurate support to customers and co-workers from the application stage through the funding process on their consumer loan accounts, you will play a key role in maintaining our company’s position as a lifelong partner in helping our customers reach their financial goals.

Position Duties and Responsibilities

To succeed in this position, you must be able to satisfactorily perform common occurrences of each of the following under direct supervision from your manager:

• Process a large volume of inbound and outbound consumer loan-related phone calls from customers and co-workers on a daily basis.
• Actively listen to and respond to customer and co-worker needs while having a courteous and helpful attitude.

• Support members and call center, branch and other consumer lending employees with the completion of loan applications; the collection, verification and processing of information contained in loan applications, and the disbursement of loan proceeds to customers.
• Educate and cross-sell customers on consumer loan protection products, such as Mechanical Breakdown Protection and Life and Disability Protection, that can help safeguard them from the impact of unforeseen life events.
• Obtain appropriate proof of insurance on secured loans. Partner with CPI vendor on POI, refunds, payment changes, etc.
• Process claims for debt protection, GAP insurance and MBP
• Obtain and verify the required Department of Motor Vehicles (DMV) documentation to properly record the company’s lien on loan collateral.
• Collaborate with co-workers in your department and in other departments and branches to provide effective and efficient service to our customers.
• Develop and maintain a comprehensive knowledge of the company’s loan products and services.
• Understand and comply with applicable Federal and State laws, banking regulations and OE Federal Credit Union’s policies and procedures.
• Perform other related duties as assigned.

Position Qualifications and Skill Requirements

• High School Diploma/ GED required.
• Six months of work experience in a customer service capacity required; one year of work experience in a consumer or mortgage lending capacity preferred.
• Excellent verbal and written communication skills required.
• Proficiency with Microsoft Word, Excel and Outlook preferred.
• Bilingual in English and Spanish preferred.

Physical Requirements

• Must be able to occasionally lift, carry, push or pull up to 10 lbs.
• Must be able to sit for prolonged periods of time and walk/stand for brief periods of time.
• Must be able to repetitively use a telephone and a computer mouse and keyboard.