Virtual Loan Processor Jobs in Spring, TX (NOW HIRING)

Position Summary

The Virtual Loan Center Supervisor position is responsible for overseeing the Virtual Loan Center team. By leading a team of virtual retail associates ensuring excellent member service, sales performance, and maintaining a smooth virtual experience for our members.

The Virtual Loan Center Supervisor will process and review consumer loans and Online New Account Memberships within the Virtual Loan Center department via Phone, E-Mail, web or any other channel assigned.

 Will oversee the Virtual Loan Center Outbound specialists. The Virtual Loan Center Supervisor will track and update the number of calls, loan applications and monitor loan closings providing feedback and assisting the development of the Virtual Loan Center.

The VLC Supervisor will be responsible for submitting and processing loan applications for the credit team to review after verifying and evaluating information provided on all consumer loan applications and make loan recommendations based upon credit bureau analysis.

Additionally, the VLC Supervisor will ensure that all New Account Opening, lending, and credit activities in the Virtual Loan Center (VLC) are properly prepared, documented, completed in a timely manner and approved in compliance with credit union policy, lending regulations and loan guidelines. Gathering and verifying supporting data for documentation and auditing of new checking or savings account, meeting loan underwriter stipulations for all consumer loans, verifying residency or proof of income.

Duties and Responsibilities

• Lead and supervise a team of virtual retail associates to achieve sales targets and provide exceptional member service.
• Develop and implement strategies to drive virtual retail sales and increase member engagement.
• Monitor virtual retail performance metrics and analyze data to make informed decisions.
• Monitor and exceed queue performance goals within the Virtual Retail Center.
• Assist with member inquiries, order, and issues in a professional and timely manner.
• Collaborate and cross -functional teams to improve virtual retail operation and enhance the member experience.
• Train and onboard new virtual retail associates, providing guidance and support as needed.
• Conduct weekly sales meeting to review progress and discuss strategies align within the VLC goals.
• Monitor specific queues within the loan and core systems and perform necessary actions to ensure timely loan closing and ensure overall member satisfaction. 
• Manage and track daily reporting.

• Process and review loan applications for completeness, credit worthiness and make loan recommendations to applicants based on established loan policies, procedures and guidelines. 
• Process second reviews for the Virtual Retail team
• Will provide the VLC feedback along with coaching the staff for areas of improvement.
• Accurately perform credit analysis, income verification, document and prepare & present and documentation to support assisting underwriter making sound credit decisions.
• Prepare, process and fund consumer loan documents following loan guidelines and policies.
• Process, review and satisfy all loan conditions & stipulations as assigned by underwriter on all loan applications.
• Review and confirm the value and condition of collateral used to secure loan.
• Ensure the financial safety, soundness and security of the credit union and its membership by completing tasks with all due diligence.
• Promote, quote and sell ancillary loan payment protection products, these would include Gap, Vehicle Service Contracts, Credit Life, Credit disability, unemployment, and Life Proof coverage and any other coverage as determined by the credit union.
• Identify and create opportunities to present other credit union loan products or services by actively cross-selling & counseling members on appropriate loan and product options.
• Input and ensure accuracy of loan information in the Core System lending platform and transmit the loan application to the Lending Department.
• Prepare title work documents and gather additional supporting documentation to ensure completeness and accuracy.
• Within a call center environment answer incoming phone calls within targeted call metrics goals and designated turn times: complete outbound loan solicitation calls, loan application follows up calls and reply to various loan and account opening requests from other communication channels: i.e. (emails, text messages, direct loan referrals, chats, online loan applications or any other channel as designated by the credit union)

Knowledge

• Detailed knowledge of federal and state regulations regarding lending.
• Thorough knowledge of risk-based lending practices.
• General knowledge of basic lending policies.
• General knowledge of basic call center policies and telephone etiquette.
• Knowledge of legislation, rules and regulations which apply to financial institutions including Truth in Savings, Truth in Lending, Bank Secrecy Act and anti-discrimination legislation.
• Knowledge of consumer and residential lending practices

Skills

• Excellent interpersonal, communication, and public relations skills.
• Professional appearance and attitude.
• Strong organizational skills.
•  personal computer skills with Windows based software applications.
• General Sales Skills

Abilities

• Excellent organizational and follow-up skills.
• Sound decision making and judgment with attention to detail and accuracy.
• Ability to interpret information to arrive at a solution.
• Ability to work independently and/or as part of a team and adapt to fast-changing environments to accomplish individual and team goals and meet deadlines.
• Basic personal computer skills and proficiency in Microsoft Outlook environment.
• Ability to perform high level of output while managing multiple tasks and responsibilities.
• Willing and able to work remotely and work after hours occasionally, if needed.
• Ability to maintain confidentiality with member information.

Experience/Qualifications

• Two to three years of direct lending, banking or financial sales experience in a related field.
• Lending/underwriting experience is a plus.
• Call Center experience
• 3-5-year previous sales experience is required within a retail, banking, or call center environment.
• Proven experience in retail management or member service with a focus on virtual retail operations.
• Strong leadership skill with the ability to motivate and inspire a remote team.
• Excellent communication and interpersonal abilities
• Detail oriented with strong analytical and problem-solving skills.

Education

• High school diploma or its equivalent is required.
• Some college preferred, but not required.