Call Center Consumer Loan Officer

Overview

Why Westerra? Here at Westerra Credit Union, every employee counts. Our teams are made up of high-performing individuals committed to being HONORABLE
, INVENTIVE
, and CURIOUS – qualities that make us GREAT
! Each person brings their authentic self to work every day, and we want you to feel comfortable being YOU
. We all work towards a shared purpose: to teach one another to prosper. Our goal is to be a modern financial community where we all truly belong, for both our employees and the members we serve. We aim to positively impact our members’ lives through personal attention, financial education, community engagement, and more. This applies to every role, as we believe we are all member-facing.

We are a learning organization at our core, with a growth mindset that helps us prosper together. If you’re ready to make an impact and grow, belong, and thrive with Westerra, apply today and help shape our future.

What is the role? Deliver service to both internal and external members in alignment with the credit union's Service Standards. This position takes consumer deposit and/or loan applications from members over the phone, follows up on inbound and outbound leads, reviews applications for accuracy, discusses application details with members, collects supporting loan documents, and updates the application with final loan decisions.

Consistently identify cross-sell and up-sell opportunities by engaging members and asking for additional business, maximizing opportunities to sell products and services to benefit members while enhancing member relationships and profitability. This position also includes processing inbound HELOC loan requests, determining member needs, conducting interviews, establishing the intended use of proceeds, collecting required documents, and forwarding the application to HELOC Loan Processors for completion.

What will be expected of me?

• Direct Loans:
  Review all loan application details to determine the decision status; refer to underwriting for final decision when required.
• Collect and review the required supporting items for approval.
• Refer application to underwriting if changes occur relative to loan amount or any changes that impact loan ratios.
• Cross-sell and market Credit Union products and services to increase member usage and lending activity.
• Obtain payoffs for external refinances, lease buy-out packages, or the purchase agreement for purchase transactions; review all documents for accuracy.
• HELOC Loan Requests:
  Interview applicants to obtain information about loan needs, intent, earnings, and financial condition; create a complete loan application and initiate the approval process, including income verification when needed;
• Collect required loan supporting documents for approved applications and review for accuracy.
• Cross-sell and market Credit Union products and services to increase member usage and lending activity.
• Finalize preliminary details and forward the application to HELOC Loan Processors for completion.
• Use strong interpersonal skills to achieve sales goals; overcome objections with persuasion and persistence; quickly identify and construct counter-offers when the loan amount requested is not supported by income or credit.
• Perform duties according to established department procedures and adhere to Credit Union policies.
• Maintain knowledge of all guidelines pertaining to consumer credit laws, and federal/state regulations to ensure compliance.
• Other duties as assigned.

Will I have Direct Reports? No

What am I bringing?
Experience/

Education:

• 2-6 years’ experience in consumer lending, financial services, consultative sales/service, and/or related experience
• High School Diploma, GED or equivalent work experience
• Knowledge of fiscal management and loan policies and procedures preferred
• Knowledge of real estate financing preferred
• NMLS registration required upon hire

Skills and Abilities:

• Must possess excellent sales skills, with an outgoing personality and a persuasive manner
• Ability to excel in a fast-paced, competitive call center environment, and meet goals and deadlines
• Strong organizational, verbal, and written communication skills
• Proficient in MS Office, internet…