Virtual Loan Center Representative
Department: Virtual Loan Centerย ย ย ย ย ย Reports to: Virtual Loan Managerย
Employment Status: Full-Timeย ย ย ย ย ย Classification: Non-Exempt
Position Summary
This position calls for individuals who are Compassionate, Accountable, bring Real Value, Integrity, New ideas and provide Guidance to our members as well as the team. These key elements define PrimeWayโs culture. Another key aspect of this financial service position is to identify membersโ financial needs and recommend appropriate solutions. The VLC Representative is responsible for completing, submitting, and processing loan applications and online new account memberships via phone and other electronic channels. Additionally, a VLC Representative will meet or exceed established loan, ancillary product, and member satisfaction goals. This position requires the ability to build relationships via both outbound and inbound calls to existing and prospective applicants.
Duties and Responsibilities
โขย ย ย Ensuring the financial safety, soundness, and security of the credit union and its membership by completing tasks with due diligenceย
โขย ย ย Within a call center environment answer incoming phone calls within targeted call metric goals
โขย ย ย Reaching out to both members and non-members to uncover loan opportunities
โขย ย ย Routinely following up on active loan inquiries and applications
โขย ย ย Setting proper expectations with applicants to guide them through the loan process from application to funding
โขย ย ย Identifying and creating opportunities to present other credit union loan products or services by actively cross-selling & counseling prospects
โขย ย ย Selling ancillary loan products, including but not limited to: GAP, vehicle service contracts, life, disability, and involuntary unemployment
โขย ย ย Gathering required supporting loan documents from applicants electronically
โขย ย ย Clearly and proactively communicating with underwriting to clarify the creditworthiness of applicants
โขย ย ย Satisfying loan conditions as assigned by the underwriting team.
โขย ย ย Performing necessary actions to ensure timely loan closing and member satisfaction scores greater than or equal to 90% ย
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Knowledge /Skills/Abilitiesย
โขย ย ย General knowledge of loan policies including but not limited to Truth in Savings, Truth in Lending, Bank Secrecy Act, and anti-discrimination legislation.
โขย ย ย General knowledge of basic call center policies and telephone etiquette.ย
โขย ย ย Knowledge of consumer and residential lending practices
โขย ย ย Excellent interpersonal, communication, and public relations skills.
โขย ย ย Professional appearance and attitude.
โขย ย ย Strong organization and follow-up skills.
โขย ย ย Sound decision-making and judgment with attention to detail and accuracy.ย
โขย ย ย Ability to interpret information work independently and/or as part of a team and be able to adapt to the fast-changing environment to accomplish individual and team goals and meet deadlines.
โขย ย ย Basic personal computer skills and proficiency in Microsoft Office
โขย ย ย Ability to perform in a fast-paced environment
โขย ย ย Willing and able to work remotely if needed.
โขย ย ย Ability to maintain confidentiality with member information.
Experience
โขย ย ย 1+ years of direct lending, banking, or financial sales experience in a related field.ย
โขย ย ย 2+ years of previous sales experience is required within a retail, banking, or call center environment.
Education
โขย ย ย High school diploma or its equivalent is requiredย
โขย ย ย Some college preferred, but not requiredย
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