Loan Fulfillment E Channel Specialist

Role:

The Loan Fulfillment E-Channel Specialist processes consumer loan applications submitted through our electronic lending channels, excluding mortgage and commercial products. This role involves providing exceptional service to our members as they navigate the online loan application process, communicating via phone, email, text, and web chats.

Major Duties and Responsibilities:

Loan Application Processing:

• Assist members in completing online loan applications promptly, ensuring all required information is accurate and complete while achieving departmental and company targets.
• Manage multiple loan files, collect and record customer information, and ensure timely processing of loans.

Member Service and Communication:

• Provide guidance on loan products, terms, and conditions, answering any questions members may have.
• Assist members with navigating digital tools and resources to simplify the loan process.
• Maintain frequent communication with members, providing updates on application status and any additional requirements.
• Ensure a high level of member satisfaction through excellent communication and problem-solving skills.
• Build trust with members by embodying and demonstrating the organization's philosophy, core values, and purpose.

Team Collaboration:

• Act as a liaison between borrowers, underwriting and the loan funding teams to ensure a seamless lending experience.
• Maintain ongoing communication with internal staff throughout the entire loan process.
• Assist with other duties that support the department and reduce overall risk to the credit union.

Regulatory Compliance and Knowledge Development:

• Develop and maintain thorough knowledge of credit union loan products, policies, procedures, standards, and applicable state and federal regulations.
• Stay up-to-date on loan products, rates, and regulatory changes to provide accurate and compliant information.
• Educate members on applicable ancillary products for their loan type and their benefits, achieving department and company sales goals.

Continuous Improvement:

• Document interactions and assist in improving the online loan application experience based on member feedback.
• Troubleshoot and resolve member and internal inquiries promptly and accurately, communicating resolutions to affected parties.
• Must comply with applicable laws and regulations, including but not limited to, Regulation Z, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

 Knowledge and Skills

EXPERIENCE

A minimum of one year up to three years of similar or related experience, including preparatory experience.

EDUCATION/CERTIFICATIONS/LICENSES

A high school degree or equivalent

INTERPERSONAL SKILLS

Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications require shorter and not in-depth discussions most of the time.

 ADA Requirements

PHYSICAL REQUIREMENTS

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS

Must be able to routinely perform work indoors in climate-controlled private work area with minimal noise.

MENTAL AND/OR EMOTIONAL REQUIREMENTS

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Community First Credit Union is an Equal Opportunity Employer. Community First values and celebrates diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.