Member Connect Lending Specialist

Member Connect Lending Specialist

DUCA is looking for a Member Connect Lending Specialist to join our growing team.

The Member Connect Lending Specialist provides exceptional, knowledgeable and timely service to Members and prospective Members through a variety of mediums. Reporting to the Director, Member Connect, the incumbent is responsible for underwriting new credit applications, or retention of existing retail lending business and providing advice for all DUCA products and services. They have a strong aptitude for identifying opportunities for cross‑selling and or up‑selling the relevant products and services which meet our Member’s needs.

The Member Connect Lending Specialist is adaptable, flexible and able to multi‑task in an ever‑changing multi‑media environment.

• Delivers an exceptional Member experience responding to both lending and general member inquiries knowledgeably and professionally through a variety of mediums including phone and email.
• Meets established retail lending, investment and ancillary product and service goals.
• Identifies opportunities during each Member interaction and promotes and cross‑sell the appropriate DUCA products and services.
• Manages the Member Connect retention process for assigned mortgage portfolio.
• Completes credit analysis to underwrite credit applications in accordance with sound credit granting principles.
• Adheres to and maintains up‑to‑date knowledge of DUCA’s lending procedures and guidelines, and associated systems.
• Protects DUCA’s assets by adhering to all applicable lending regulations, policies and procedures, legal and ethical requirements, process requirements, and established risk guidelines.
• Strives to deliver a best‑in‑class customer experience by clarifying the member’s concern, determining the cause of the problem, selecting and explaining the best solution to solve the problem. Takes ownership and accountability for resolving member service inquiries and/or issues from beginning to end.
• Assists Members with setting up on‑line banking options and accurately processing transactions on Member accounts within authorized limits.
• Provides leadership within the lending team, and within the contact centre generally.

• 3 to 5 years’ experience in a contact centre environment with a lending background
• 1–2 years’ experience with banking and credit protocols
• Experience with retail underwriting guidelines and working across multiple credit application systems is preferred

• Superior problem‑solving skills
• Excellent telephone manners, communication and listening skills
• Ability to multi‑task, organize and prioritize and adapt to change
• Keen attention to detail
• Ability to work in a fast‑paced environment
• Self‑motivated and energetic
• Team player

Contact Centre environment

Department:
Member Connect

Primary

Location:

Corporate Office

Employment Status:
Full‑Time

Hours per Week: 38

The annual salary range for this position is $51,904 to $64,880
. Actual annual base salaries will vary depending on relevant job‑related factors such as experience, knowledge, skills, qualifications, and education/training. This position may be eligible for discretionary bonuses.

Number of existing vacancies: 1

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.