Member Loan Specialist , II

Member Loan Specialist

This position is accountable for providing exceptional service in a call center environment with a focus on cross-selling loans, financial products and services.

Service Goals:
Meet/exceed a 4.00 overall service rating, as per established service standards.

Sales Expectations:
Meet/exceed established monthly/annual sales goals

Consumer loan annual funding goal: 120

Real estate loan annual funding goal: 36

New member annual goal: 120

Consumer loan protection products: 33% loan penetration

Additional referral requirements: auto buying services, investment products, and credit union promotional products and services

Additional sales requirements: online banking, digital services, e-statements, bill pay, and direct deposit

Member Support:
Approximately 200,000 credit union members

Supervisory responsibilities

This position reports directly to the Member Service Center Assistant Manager or Member Service Center Supervisor. No employees report directly to this position.

Nature & Scope

Member Loan Specialist I

Cross-selling credit union products and services:
Recommends products or services that meet the member's needs, such as savings accounts, checking accounts, or investment options. This includes gathering information, processing membership applications, and ensuring compliance with regulations.

Advises members with new account and loan inquiries:
Answers questions about consumer accounts and deposit and loan products, to include the products terms, and conditions.

Cross-sells and originates Consumer Loans applications:
Gathers member information for Consumer Loan applications, explaining the features and benefits of different loan types, to help members understand their financial options.

Follow policies and procedures:
Adheres to regulations, complying with internal policies, and maintaining a high level of ethical conduct.

Knowledge of Credit Union products and services:
Maintains up to date knowledge of credit union products and services.

Strong organizational and time management skills:
Manages multiple tasks and meets deadlines, while ensuring member applications are processed accurately and efficiently.

Strong self-motivation and goal-oriented mindset:
Has the ability to meet and exceed monthly sales goals and demonstrates the ability to work independently to drive results that meet member needs.

Provides exceptional member service:
Provides friendly and helpful member experience, listening to member needs, and resolving issues in a timely and effective manner.

Serves as a backup to Member Service Representatives:
Supports all levels of service in the call center phone queues, to include online banking and card-related calls.

Must maintain as California Endorsee Number:
In compliance with the California Department of Insurance to quote and cross-sell vehicle protection products.

Performs other relevant and related duties as required

Member Loan Specialist II (Must be competent at the level of a Member Loan Specialist I), in addition:

Assist members with Real Estate loans:
Stays knowledgeable of real estate loan products. Provides rate quotes that match member needs with the correct Real Estate loan product.

Originates Real Estate loans applications:
Gathers appropriate information needed for a real estate application and sets the expectations of the loan process.

Must maintain registration as Mortgage Loan Originator (MLO):
In compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and regularly provide this unique MLO registration number to all consumers as part of their daily work in mortgage lending.

Education, skills, & abilities

The Eight Superpowers

Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.

Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.

Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.

Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles.

Models intrinsic motivation; is…