Branch Liaison - ON SITE

Are you looking to have a positive impact on people in your community?  Connex Credit Union is looking for diverse talent who are motivated to improve the financial well-being of others.  We’re a company with a long and successful history where trust is important and exceptional customer service is the standard.  We are committed to our employees, our members and the communities we serve.  If you want to make a difference and be part of a growing, inclusive organization, join us in our mission.

Benefits:

• Competitive compensation.
• Medical, Dental and Vision coverage.
• Paid time off.
• 401K contributory plan with company match.
• The opportunity to become involved in community outreach.

The Branch Liaison within the Consumer Lending team is responsible for supporting the consumer loan process through proactive borrower outreach and follow-up to obtain missing information, collect supporting documentation, and communicate next steps. This role focuses on improving loan cycle times, increasing application completion rates, and enhancing the overall member experience.

In addition to pipeline management, this role requires foundational underwriting knowledge to evaluate borrower scenarios, support counter-offer discussions, and assist in reworking loan structures when appropriate. The Branch Liaison partners closely with retail branch staff, underwriting, and operations teams to ensure loan applications progress efficiently through the pipeline while enabling branch staff to focus on member relationships and new business development.

Essential Functions and Responsibilities:

Includes the following, and other duties may be assigned.

1. Borrower Outreach and Follow-Up

• Proactively contact borrowers to obtain missing documentation, stipulations, and required application details
• Maintain consistent follow-up cadence to ensure timely responses and prevent application delays
• Clearly communicate requirements, next steps, and timelines to borrowers in a professional manner

2. Loan Pipeline Management

• Monitor assigned loan pipelines to identify incomplete or pending applications
• Take immediate action on loans requiring additional information to keep applications moving forward
• Partner with underwriting and processing teams to ensure all conditions are met efficiently

3. Counter-Offer Communication & Deal Structuring

• Utilize junior underwriting skills to assess borrower scenarios and support viable counter-offers
• Communicate alternative loan structures, pricing adjustments, or terms to borrowers when applicable
• Rework deals within policy guidelines to improve approval outcomes and loan retention
• Escalate complex scenarios to underwriting as needed while maintaining ownership of borrower communication

4. Branch Collaboration

• Serve as a support partner to retail branch staff in progressing loan applications
• Provide timely updates on borrower interactions and loan status
• Reinforce branch ownership of the overall member relationship

5. Member Experience

• Deliver a responsive, professional, and seamless borrower experience
• Ensure all interactions align with organizational service standards
• Act as a knowledgeable resource to guide borrowers through loan options and next steps

6. Documentation and Record Management

• Maintain accurate records of borrower interactions, documentation status, and follow-up activities
• Ensure loan files are updated with all required information for processing and underwriting
• Support compliance with internal policies and procedures

7. Process Improvement and Support

• Identify opportunities to improve follow-up processes and pipeline efficiency
• Provide feedback to management on trends impacting loan processing, structuring, and borrower responsiveness
• Assist with special projects and departmental initiatives as needed

Performance Measurements (if applicable):

• Reduction in loan turn times
• Application completion and documentation turnaround timelines
• Loan pull-through / funding rates
• Effectiveness of counter-offer conversions and deal retention
• Timeliness and quality of borrower follow-up
• Satisfaction of branch partners and internal stakeholders
• Contribution to process improvements and operational efficiency

Qualifications and Requirements:

Education:

• Associate’s or Bachelor’s degree in finance, business administration, or related field  experience

Experience:

• 3–5 years of experience in consumer lending, loan processing, underwriting, or financial services
• Exposure to credit analysis or underwriting decisioning preferred
• Working knowledge of consumer loan products, including personal, auto, and home equity.

Technical Skills:

• Proficiency in Microsoft Word and Excel
• Experience with loan origination systems (LOS)

Regulatory Knowledge:

• Complete understanding of consumer lending regulations and compliance requirements

Interpersonal and Professional Skills:

• Strong communication and customer service skills, with ability to discuss loan options confidently
• Solid analytical and problem-solving skills with attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Strong collaboration skills across branch and operations teams
• Self-motivated with a proactive approach to follow-up and pipeline management

Salary : $48,982 - $73,473