Digital Loan Specialist

Digital Branch Specialist

Delivering fast, professional digital service while helping members find the right financial solutions.

EECU is seeking a professional, detail-oriented Digital Branch Specialist to assist members by phone, email, and QUIQ text messaging. This role manages consumer loans, credit cards, and new account applications; communicates decisions and updates; reviews required documents; recommends products that meet member needs; and monitors interactions for potential fraud. The ideal candidate thrives in a fast-paced environment and balances exceptional service, sales, accuracy, and follow-through.

• Manage incoming calls and online applications, ensuring members are assisted quickly and efficiently while receiving exceptional service.
• Manage applications for auto loans, recreational vehicles, motorcycles, boats, credit cards, savings-secured loans, and new consumer accounts initiated online or by phone.
• Communicate application decisions and updates professionally, understand member needs, and offer alternative solutions when appropriate.
• Complete financial profiles, review credit information and internal opportunity reports, and recommend products and services that benefit and protect members, including GAP, MMP, Credit Life, and Credit Disability when applicable.
• Obtain and verify all documentation needed to prepare applications for closing, including reviewing title documents and using TXDOT resources to verify ownership when necessary.
• Review documents for accuracy and completeness, resolve complex application questions, and help create a smooth, secure member experience.
• Meet or exceed monthly sales, service-level, accuracy, and productivity goals while managing time effectively across multiple applications and member interactions.
• Respond promptly and professionally to members by phone, email, and QUIQ while maintaining integrity and discretion, including when handling complex situations or difficult interactions.

• High school diploma or equivalent.
• One to two years of relevant experience in financial services, consumer lending, customer service, sales, or a call center—or an equivalent combination of education and experience.
• Exceptional customer service, sales, and cross-selling skills, with a basic understanding of consumer lending and knowledge of EECU products and services.
• Professional written and verbal communication skills, strong attention to detail, sound organization, effective time management, and a sense of urgency when responding to members.
• Ability to work independently with minimal supervision, achieve sales and service objectives, and manage multiple tasks in a fast-paced environment while keeping members the priority.
• Ability to navigate challenging member interactions with professionalism and empathy.
• Ability to learn and use multiple systems, including Meridian Link, Symitar, Interaction Client, QUIQ, Velocify, the Military Lending Act website, Texas Department of Transportation resources, and Texas Parks and Wildlife resources.

Responsible for compliance with all applicable Federal and State rules and regulations, including but not limited to the Bank Secrecy Act, Anti-Money Laundering requirements, Bank Bribery Act, NCUA Privacy Regulations, Reg B, Reg Z, Reg DD, Reg E, Reg CC, Service Members Civil Relief, and FCRA/FACTA. Required to attend initial and ongoing annual Bank Secrecy Act training.

Are energized by work that requires accuracy and consistency; communicate professionally with employees at every level; stay organized when priorities shift; approach questions with patience and a service…