Consumer Direct Lending Ops – Direct Loan Processor Specialist

title: direct loan processor specialist i
status: non-exempt
report to: supervisor — direct lending
department: consumer direct lending operations
job code: 11220
pay range: $20.70 – $23.00 hourly

as a direct loan processor specialist i, your primary objective will be to provide prompt, efficient and accurate service to our members and co-workers from the application stage through the funding process on consumer loans. You will be responsible for managing a large volume of inbound and outbound consumer loan-related calls from members and co-workers daily. With the ability to multi‑task in a fast‑paced environment, you will be expected to actively listen to members, respond to their queries and concerns, and always deliver outstanding member service.

As a consumer direct lending specialist i, you will support member service and branch employees with complex loans, questions, or escalations. As a direct loan processor specialist i, you should have excellent verbal and written communication skills, attention to detail, and a strong commitment to accuracy and compliance with laws and regulations related to credit union compliance.

• maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti‑money laundering laws appropriate to the position.
• manage a high volume of inbound and outbound loan‑related calls effectively and simultaneously manage loan applications.
• continuously develop yourself to solve problems and improve department performance.
• foster a positive work environment by actively listening to and responding to member and co‑worker needs with a courteous and helpful attitude.
• analyze data, research, and collect documentation, and prepare loan documents with minimal errors.
• obtain and verify required department of motor vehicles (dmv) documentation to properly record the company’s lien on loan collateral.
• collaborate with peers across different departments to carry out key steps in the loan application process.
• audit various operational documents, including executed loan documents, and reports to ensure proper procedural compliance, accuracy, and authenticity.
• maintain a working knowledge of golden 1 lending policies and procedures to ensure compliance.
• conduct supportive tasks including email correspondence, answering team chat queries, conducting consumer loan fulfillment audits, providing assistance for escalated calls and branch emails.
• identify and mitigate potential fraud, suspicious activity, and identity theft.
• conduct member interviews, perform financial calculations and analysis on proof of income, and gather information to satisfy loan conditions in order to determine suitability for loan funding.
• prepare loan documents and send them to members for signing and prepare approved loans for disbursement accordingly.
• constantly develop critical thinking skills and enhance departmental performance.
• monitor outlook emails and team chats efficiently, quickly collaborate in real‑time, and respond promptly.
• participate in video conferencing and online meetings while being comfortable in a virtual office culture.
• provide effective oral and written communication skills to aid other employees and proactively follow up on member inquiries and concerns via web messaging or phone taking care to ensure proper grammar and a professional tone.
• provide exceptional customer service to golden 1 members, dealerships, and outside finance companies.
• perform other tasks as assigned.

* at least three years of experience working in a busy call center environment where high call and loan application volume are the norm preferred.

• strong multitasking skills with excellent mindfulness and accuracy.
• exceptional verbal and written communication skills, including the ability to articulate technical information in a clear and concise manner.
• strong knowledge retention and recall abilities to provide quick and accurate information to callers.
• ability to handle pressure and remain calm in challenging situations with frustrated…