Sr. Consumer Loan Officer

Job Summary Overview

The position is responsible for driving consumer lending results by identifying and capturing additional loan opportunities that create mutual benefit.

• Serves as a Subject Matter Expert (SME) for all consumer lending processes and act as a lead for any questions submitted by Consumer Lending Experience Specialists, retail network, and all support areas.
• Provides support and expertise to co-workers through problem resolution of escalated calls, monitoring and serving on applicable inbound ACD queues, and assisting with reviewing non-approved dealer exceptions and loan appeals.
• Partners with the Organizational Development team to develop training for the Consumer Lending Specialist, which includes but is not limited to; credit reports, lifeguard products, outbound sales, conducting quality loan application interviews, enhancing the member experience, identifying mutually beneficial opportunities to add value with each interaction, and other components that will contribute to the department’s continued development.
• Facilitates all training for new employees, including shadowing and systems set up, ensures a seamless transition into their new role and the department.
• Provides coaching and feedback to Consumer Lending Specialists through evaluations and loan quality reviews.
• Analyzes reports that identify trends, challenges, and opportunities for improvement in the delivery of service to members via the telephone and web channels, and complete periodic quality checks of active loan queues.
• Recommends potential process improvements that increase efficiency, accuracy, and consistency to create the best possible member and employee experiences. Fulfill loan requests directly through online and electronic signature technology.
• Demonstrates habits and behaviors consistent with brand guidelines, aimed at becoming the member’s lender of choice. Receive, manage, and process loan applications from multiple sources including phone, web, branch, and mobile applications.
• Manages outbound loan campaigns including but not limited to;
  Preapproval, Loan Recapture, Indirect, Carvana and Member’s Auto Center.
• Works with our Carvana and Member’s Auto Center partners to create processes and workflows for a seamless loan closing for members.
• Performs all necessary follow-up communications with new or existing members electronically or by phone to secure a mutually beneficial relationship.
• Fulfills loan requests directly through online and electronic signature technology.
• Fosters strong relationships and help with the following:
• Identifying additional opportunities to strengthen member relationships
• Lifeguard product sales
• Business Partner Referrals
• Outbound Sales on targeted member opportunities
• Demonstrate habits and behaviors consistent with brand guidelines, aimed at becoming the members’ lender of choice.

• Originates equity loans and identify and refer 1st Mortgage business opportunities.
• Assists members to determine the proper loan program, completing the loan application and gathering the necessary paperwork, including pay stubs, tax returns and bank statements.
• Obtains and analyzes credit reports to determine member’s debt to income ratio and creditworthiness.
• Acts as a relationship manager between Underwriting, Loan Support, Branches and Equity Processing team.
• Performs other job-related duties as assigned.

High School diploma or general education degree (GED). Two (2) years’ experience in a financial institution with consumer lending experience or a minimum of six (6) months as a Consumer Lending Specialist. Additionally, one (1) year experience training and supporting team members or supporting the onboarding process.

Knowledge of computers and standard Windows software applications. Ability to type 45 words per minute. Ability to perform 10-key accurately. Ability to read, write, speak, and use proper grammar in English. Must register as an MLO. Ability to communicate in person, on the telephone, and through written business correspondence. Ability to interpret and analyze written reports,…