Duties: Communicates to Members by telephone, e-mail, chat, and text regarding lending inquiries, expectations, timelines and application fulfillment to ensure a positive Member experience. Conducts loan interview and explains consumer loan product features, benefits, terms and costs to Members. Inputs complete and accurate loan applications in the loan origination system(s). Analyzes Members’ financial status, credit history, and collateral to cross sell Credit Union products and services to new and existing Members, referring Real Estate & Account Services leads to the appropriate department. Improves loan applications and documentation by informing Members of additional requirements. Discusses approved, denied, and counter-offered loan decisions/terms with Members. Incorporates recommendations to GreenPath Financial Wellness when applicable. Maintains Member confidence by keeping loan information confidential. Demonstrates a thorough knowledge of consumer lending products, policies, procedures, and systems. Communicates with Consumer Loan Underwriters, Processors, and/or Lending Management (if applicable) to facilitate the loan workflow and ensure conditions are met. Manages a pipeline of active consumer loan applications by conducting routine follow-up and communication on a daily basis. Adheres to established call center metrics by maintaining minimal call abandonment, wait times, and refused calls. Strives to regularly meet or exceed established sales targets for Settled Loans, GAP & MRC sales as well as debt protection penetration rates. Assists in the achievement of Lending Department Goals. Updates job knowledge by participating in educational/training opportunities. Performs other related duties of similar scope and complexity. Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security. | 