Contact Center Loan Specialist

Description

Job Summary

The Contact Center Loan Specialist’s primary focus is to maintain an outbound cross sell system, which is responsible for acquiring, expanding and enriching customer relationships with other products and services we offer. Originate, process and close consumer loans along with the continuous management of the loan portfolio. This role also reviews, analyzes and decisions indirect loan applications submitted by partner dealerships. Meets and exceeds sales expectations by providing personalized, professional service to all customers. This position will also serve as back-up support for all online and inbound communications that come into the Contact Center.  

Essential Job Functions

• Responsible for achieving high sales expectations by promoting all retail products and services 
• Make weekly outbound sales calls to potential targets to cross sell new products and services
• Supports the online account opening channels for consumer loan products
• Originate, underwrite, and close all forms of consumer loans, with accuracy and adhering to regulatory compliance, and bank policy.  
• Build and maintain positive working relationships with dealerships and third-party partners
• Obtain financial documents and any other necessary documentation to prepare financial analysis and/or establish deposit accounts
• Assist with answering inbound telecommunications and online communications with customers
• Responsible for structuring loan applications and adhering to all lending policies and regulations 
• Builds customer relationships by recognizing their financial needs and meeting those needs with the appropriate product and service or referring then to the specialized department (Premier, Commercial, Mortgage, etc)
• Communicates with customers as needed to resolve issues, escalation issue and/or answer questions and ensure that customer relations are maintained 
• Contacts and confers with customers by any means necessary to determine reason for delinquency and to arrange an appropriate course of action to remedy the situation 
• Maintains and updates all customer records while recording all communications and all collection activity
• Responsible for handling customer issues related to asset recovery including negotiating arrangements with customer to mitigate losses for the bank 
• Possesses a thorough knowledge of all federal regulations and procedures concerning deposit, loan and collections

Requirements

Qualification Required

• 1 years of experience at Famers State Bank
• Intermediate PC skills (Excel, Word, etc.)
• Strong knowledge in deposit and lending products and processes.
• Excellent customer service skills 
• Effective decision making and analytical skills 
• Detailed oriented

Qualifications Desired

• Proven ability to handle other assignments and effectively prioritize and manage workload

Job Competencies

• Incorporates the high-performance behaviors of teamwork, leading by example and service in every facet of work.
• Strategic thinking to sift through large amounts of information to identify root cause and proposal of best path of resolution
• Ability to prioritize assignments and organize work efficiently to handle large volumes of details 
• Total commitment to compliance with all industry rules and regulations.
• Exceptional communication skills needed to liaise with providers, vendors, and other professionals.
• Support business development events. Perform other duties and responsibilities as required or assigned and assists others to complete tasks and work assignments. 
• Knowledge of applicable federal and state collection codes, laws, rules, and regulations 

Core

• Customer and Relationship Centered
• Collaborative and Empowering
• Continuously Develops
• Accountable for Results
• Accuracy

Licenses, Certifications, Registrations, Training

• NA

Work Environment

• This job requires the ability to use desktop computers. Handle multiple commitments and meet deadlines. Work a flexible work schedule as needed.

Performance Standards

• Attainment of annual goals established between supervisor and incumbent