Consumer Lending Branch Auditor reviews the consumer loan materials and data to ensure accuracy and compliance with company guidelines and policies as well as state and/or federal statutes within one branch. Makes recommendation to improve procedures and other improper documentations accordingly. Being a Consumer Lending Branch Auditor may require a bachelor's degree in area of specialty or in a related area. Typically reports to a manager or head of a unit/department. To be a Consumer Lending Branch Auditor typically requires 4 to 7 years of related experience. Contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature. (Copyright 2024 Salary.com)
POSITION SUMMARY
The Consumer Lending Consultant assists Members and potential Members with their lending needs through multiple channels such as telephone, video, email, and fax. They educate members and make recommendations for products and services, respond to problems, take loan applications, process and make loan disbursements. The Consumer Lending Consultant contributes towards the achievement of the credit union's expected financial outcomes.
Reports to: CLC Manager
Supervises: 0
Starting Wage: $19.90 per hour plus commission.
ESSENTIAL FUNCTIONS
1. Process requests for consumer loan products via video, telephone, email, fax, and online applications utilizing high quality interviewing techniques. Submit completed loan applications to loan officer for decision at time of application, with immediate follow up decision and/or status with applicant. Close loan immediately, if applicable.
2. Identify additional sales opportunities during interview/conversation with applicant. Consistent with the credit union's approach to understanding the Member's needs, master the ability to identify opportunities, overcome objections and close the sale. Consistently follow up on pending sales opportunities and any other open items.
3. Listen to and resolve Member concerns about products and services in a timely manner and within the scope of authority. Interact with Y-12 FCU branch, underwriting, and processing staff ensuring a smooth member experience throughout the loan process.
4. Provide input on ways to improve our processes to assist in reaching out credit union efficiency goal and improving the member experience. Share suggested enhancements and solutions with management and implement.
5. Follow phone and email process/procedures to keep uniformity within department in efforts to stay in contact with members to ensure their expectations met or exceeded. This includes emailing and calling members within 24 hours of application and working application according to the workflow chart created. Emails are to be formatted in a consistent manner that established professionalism and inviting to the member.
6. Participate in weekly/monthly meetings in order to provide valuable feedback on any processes and procedures for potential updates or changes.
7. Perform other related duties as assigned.
EDUCATION/ EXPERIENCE
OTHER SKILLS AND ABILITIES
PERFORMANCE MEASUREMENTS:
SERVICE STANDARDS:
o Build confidence that you will help through your words and actions.
o Minimize the team/member’s effort.
o Show that you care about the person and the issue.
o Adapt to the team/member’s pace, style, and emotional tone.
o Be genuine.
o Be present in the conversation to avoid sounding mechanical.
o Aim for one-call resolution.
o Address the underlying issue vs. just the request.
o Be crystal clear on next steps.
o Pick up on cues and clues indicating other needs.
o Engage in conversation to discuss broader needs.
o Help the member access additional resources, products, and services to gain more value.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
Typical office – no hazardous or unpleasant conditions.
We are an EEO Employer
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Supervisors as deemed appropriate may assign additional functions and requirements.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
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