Lending Center Consultant

Position Summary

The Lending Center Consultant is responsible for the maintenance and followup of loan and membership applications received from non-branch sources including the website, Lending Center, Member Contact Center, Private Banking, Mortgage Lending and 24-hour access service.

During the processing period between application and funding, the Lending Center Consultant will provide relevant and timely information and guidance to the member, and will schedule the member for document signings at the appropriate Technology Credit Union (Tech CU) Branch, e-signature or remote signing. The primary focus of this role is loan production with associated sales goals.

Responsibilities

Essential Duties

Product Knowledge, Procedures, and Campaigns

• Maintains appropriate technical understanding of all loan products/features/documentation/funding, as well as steps and timelines, from origination stage to the funding process.
• Processes all membership applications received through the website and the Lending Center/Member Contact Center channel, outbound welcome calls to new members, cross-sell relevant products and services, and adhere to Service Level Standards.
• Accurately and thoroughly explains: features of primary products sold, benefits and major strengths of products, and current marketing campaigns.
• Maintains knowledge of the marketplace and discusses the competition and their primary products and services and their major strengths and limitations.
• Identifies referral and cross-sell opportunities in a variety of situations, including; fulfilling immediate member needs, promotional offers and marketing campaigns.
• Maintains a 92% available time for calls.
• When referring calls to other departments; fully informs others of details involved in handling specific member cases where appropriate.
• Responds to requests for information from callers, resolves member concerns in a timely manner, and finds resolution for escalated member issues or directs the call to the appropriate level.
• Acts as primary member contact regarding progress of all loan services and products until the need is satisfied or the loan is funded. Actively leads research on more complex issues related to these services.
• Takes action on sales to promptly and accurately complete the transaction details on the appropriate systems.
• Follows-up with the member to ensure a referred product/service satisfies the member need. Keeps all commitments to the member or other Tech CU personnel.
• Implements and meets the Home Equity Line of Credit (HELOC) service level agreement (SLA) guideline from application to underwriting to first member contact within the established guideline.
• Cordinates all HELOC remote signings with members and the processing center in a timely manner.
• Gathers and disseminates documents and information which are necessary for application analysis and loan disbursal, including establishment of required membership.
• Incorporates good due diligence/investigation habits in verification of all information on loan and membership applications for fraud prevention.
• Clearly communicates decisions to members in the manner established by Tech CU.
• Monitors agent display accordingly to maintain appropriate call flow and abandonment rate for the achievement of department goals.
• Plans outbound calls in a manner that maintains adequate department phone coverage and promotes efficient time management.
• Maintains complete and accurate notes on loan and membership application event history.

Work Schedule

• Full-time; typically 40 hours/week
• M-F 8 hour shift within the 7:45am-6:00pm window
• Plus rotating Saturdays 9:45am-2:15pm
• Occasional overtime

Workplace Essentials

• Supports Tech CU’s Mission and Vision and consistently demonstrates Tech CU’s Values (Accelerate, Collaborate, Innovate, & Cultivate).
• Meets with manager on a regular basis to discuss goal alignment, performance metrics, and development plans.
• Complies with Tech CU policies and procedures.
• Upholds employee Code of Conduct and Business Ethics and ensures confidentiality of the workplace.
• Complies with requirements imposed by federal, state and local regulatory agencies.
• Adheres to internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.

Qualifications

Education: High School diploma or equivalent work experience is required.

Experience: 2 - 3 years' increasing experience in related disciplines, including consumer loans, other financial products, in a sales and service environment, within a credit union or other financial institution.

Knowledge/Skills/Abilities:

• Excellent verbal and written communications skills.
• Good time-management skills.
• Awareness of consumer loan products, applications, and regulations.
• Possess solid PC skills.
• Strong sales/service, organization, and team orientation skills.
• Meets individual product referral goals as outlined by management.
• Achieves a regular Call/Email average of 90% or better.
• Ability to work in a team environment.
• Possess analytical, organizational, and problem resolution skills.
• Knowledge of Tech CU products and service applications, rules, regulations, policies and procedures.

Licensing: Upon employment, must enroll and maintain registration with Nationwide Multistate Licensing System (NMLS) under Tech CU’s company registration.

Typical Working Conditions: Office environment with member interaction via phone.

Equipment Used: Routinely uses standard office equipment, including computer, phone, copier and other devices.

Physical Requirements: This position requires:

• Ability to sit 92% of the day.
• Reading a computer screen and perform keyboarding tasks for up to 80% of the day.
• Listening/speaking to others for 92% of time during which one is seated.

EQUAL EMPLOYMENT OPPORTUNITYTechnology Credit Union is an Equal Opportunity Employer. All qualified employees and applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis. This policy applies to all terms and conditions of employment, including

Pay and Benefits

• Position Grade: 102
• Salary Range: minimum-$55,500, midpoint-$64,000, maximum-$72,500
• Work Location: The salary range listed is based on working in San Jose, CA. If you work remotely, your salary will be adjusted based on your geographic location.
• Typical Starting Pay: Most new hires start between the minimum and midpoint of the range (adjusted for work location if applicable), based on experience and qualifications.
• Bonus Potential: Target 5% of base salary based on company and individual performance

Tech CU is a pay-for-performance organization. We benchmark base pay to the 50th percentile of our market and offer incentive-based compensation tied to individual and company goals.

Tech CU offers a comprehensive benefits package, including:

• Health Coverage: Medical, dental, and vision plans
• Income Protection: Life and disability insurance
• Retirement: 401(k) plan with company match
• Paid Holidays: 12 days annually
• Paid Time Off (PTO):
• Accrues at 5.54 hours per bi-weekly paycheck (approximately 18 days per year)
• Increases with length of service
• Voluntary Time Off (VTO):
• 8 hours annually for full-time employees to support charitable organizations
• Additional Benefits:
• Flexible Spending Accounts
• Employee-paid voluntary benefits
• Leaves of absence in compliance with state and federal regulations