Lending Contact Center Loan Officer II

Job Title: LENDING CONTACT CENTER LOAN OFFICER II

At Premier America Credit Union, our Core Purpose is to serve our members by making it easier to meet today’s needs and reach tomorrow’s dreams. Talented team members succeed in our organization by demonstrating a commitment to our shared values of accountability, friendliness and respect, a passion for delivering great service, giving back to our communities, and pursuing personal growth. Come grow with us and be part of growth and the Premier America family!

Overview:

The Lending Contact Center Loan Officer II ’s primary purpose is to be a knowledgeable and trusted advisor to assist existing and prospective members with consumer loan inquiries. Ensures members, prospective, and team members are assisted with integrity and a sense of urgency in a welcoming, professional, and friendly manner. Interacts and lives Premier America Credit Union’s Core Values. Listens to the member’s needs, analyzes and recommends appropriate credit union products and services to benefit their financial well-being. This individual is responsible for interviewing, obtaining, reviewing, processing, and funding loan applications for auto, recreational vehicles, personal, credit card, shares-secured, and other consumer loan products. Ensures completeness of information, requesting and gathering loan documents while providing the member with regular and periodic loan progress updates. Services incoming requests, and performs telemarketing outbound calls to educate, offer, and promote credit union products and services.

In addition to Consumer loans, this team member will complete all Real Estate training (i.e., RE 101, RE201 etc.) and become NMLS licensed with Premier America to service basic Real Estate inquiries. Team member will also be responsible for interviewing members for Real Estate loan applications, including first mortgages, Heloc’s, and refinance mortgage loans. This individual will work closely with the RE MLO team, successfully loading the mortgage loan or line application in the mortgage LOS. Additional requirements entail structuring the loan, qualifying the borrower, ensuring appropriate disclosures have been provided and submitting the loan to mortgage operations while remaining the primary point of contact for the member to ensure their loan is seen through to completion.

The Sr. Lending Contact Center Loan Officer is expected to consistently meet or exceed loan, ancillary loan protection products, service, quality, and cross-sales goals. Services and processes all loan requests in a timely manner and within the established regulatory and department standards. Safeguards credit union resources, member data, and prevents loan losses by adhering to all policies and procedures, and/or escalating to management. Learns and utilizes assigned programs, systems, and technologies to maintain quality, service, and efficiency. Stays informed regarding micro- and macro-economic market conditions, and regulatory changes. Provides recommendations to improve and enhance the process for greater member and team member satisfaction. Ensures proper maintenance, cleanliness, and security of work area, desks, equipment, etc. Exercises good judgment and confidentiality when dealing with member data and accounts.

What You Will Do:

• Build rapport with members to uncover needs and educate them on the products and services available.
• Develop member relationships by providing high quality sales and service with each member/nonmember interaction, identifying their financial needs and assisting with the selection of appropriate loan products and credit union insurance products.
• Directly responds to member inquiries received via telephone or email.
• Follows the credit union’s established policies and procedures for meeting service standards.
• Represents the Credit Union in a courteous and professional manner on inbound and outbound service calls.
• Follows credit union member authentication policies and procedures to properly identify members.
• Provides accurate account information for Consumer and Real Estate loan products, including answering detailed questions regarding interest, monthly payments, and application process.
• Supports the achievement of the department’s sales goals through personal selling of all offered loan products while making proper recommendations to meet member/nonmember needs.
• Responsible for referring additional cross sell opportunities to the appropriate parties for all loan related products (e.g. Consumer products, Real Estate products, Commercial Lending, Share and Deposit Accounts, Insurance, etc.).
• Meet or exceed agent performance metrics as established by department standards and procedures in the areas of percentage of calls presented and answered, average talk time, and member survey ratings.
• Processes member consumer web applications efficiently, accurately, and in a timely manner including loan funding and all related documentation.
• Processes member real estate applications efficiently, accurately, and in a timely manner, working hand in hand with real estate team to ensure all proper documentation collected prior to funding.
• Responsible for quality and accuracy of all work performed.
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with co-workers and management.
• Participates in all assigned staff development programs in support of the Credit Union’s commitment to continuous improvement in sales and service, quality, and teamwork.
• Provides feedback to supervisor and manager with best practice/training opportunities, keeping management informed of area activities and significant problems.
• Attend and participate in department meetings.
• Ensures compliance with all applicable laws, regulations, and credit union policies and procedures as they relate to assigned products, including, but not limited to Fair Credit Lending Practices and may assist with audits.
• Ensure that all member account information is secured at day end or properly disposed.
• Assumes responsibility for related duties as required or assigned.
• Completes special projects and miscellaneous duties as assigned.
• Ensures work area is clean, secure, and well maintained.
• Attendance and punctuality are within acceptable standards.
• Provide immediate support to other areas within the department, as needed.
• Availability to work during the credit union’s core business hours, as well as Holidays and weekends.

What We Are Looking For:

• A minimum of three (3) to five (5) years of similar or related experience, including preparatory experience.
• A high school degree or equivalent
• NMLS License
• Knowledge of credit union products, services, systems, processes and regulations.
• Knowledge of the credit union operations, practices and policies.
• Well versed in the use of a personal computer in an office environment.
• Knowledgeable in the use of a personal computer, tablet, and smartphone for completing personal banking transactions.
• Ability to use a personal computer and related software applications, including but not limited to Microsoft Word and Excel.
• Identifies and resolves problems in a timely manner, gathers and analyzes information.
• Strong oral and written communication skills including in-person, by phone, and email.
• Ability to work independently and in a team environment.
• Maintains an effective and efficient workflow and works well under pressure.
• Excellent listening and verbal communication skills.
• Ability to speak clearly and succinctly.
• Solid writing skills, including a firm grasp of spelling, grammar, and email etiquette.
• An ability to build rapport and identify member needs.

Premier America Credit Union will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

Equal Opportunity Employer Veterans/Disabled

Pay Grade Info:

To provide greater transparency to candidates, we share base pay ranges for all our job postings regardless of State. We set standard pay ranges for all roles based on function and level of expertise, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed below.

The base pay range for this position is: $25.80/hour plus commission

Perks Important to You:

Our Team Members enjoy the following rewards and benefits:

• Competitive pay
• Subsidized health care including medical, dental and vision
• FSA and HSA
• Company-Paid Life and A&D insurance
• Discounts on loans (must be a member)
• Paid Vacation, Holiday, and Sick time
• 401k Retirement Saving Plan with a 6% safe harbor employer match
• Educational Assistance Program and more!

About Us:

Founded in 1957, Premier America is one of the nation’s largest credit unions, with over 100,000 members and more than $3 billion in assets. But more importantly, we are ever mindful of one crucial fact: we exist to serve the needs of all members - the owners of Premier America. With a large retail branch network, access to over 30,000+ surcharge-free ATMs; and the Shared Branch Network, Premier America provides financial services to those who live, work, worship or attend school in the Ventura and Los Angeles counties of California, and Harris County in Texas.

Credit unions, such as Premier America, have a rich history evolving from the idea that people working together can create better financial solutions, especially when as owners, members have a vested interest in their collective success. Whether offering higher savings rates and affordable mortgage options, loans for unexpected emergencies or financial counseling during difficult times, credit unions have always made a meaningful difference in the lives of members.