Description
Virtual Loan Center Representative
Department: Virtual Loan Center Reports to: Virtual Loan Manager
Employment Status: Full-Time 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 PrimeWay’s culture. Another key aspect of this financial service position is to identify members’ 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
• Ensuring the financial safety, soundness, and security of the credit union and its membership by completing tasks with due diligence
• Within a call center environment answer incoming phone calls within targeted call metric goals
• Reaching out to both members and non-members to uncover loan opportunities
• Routinely following up on active loan inquiries and applications
• Setting proper expectations with applicants to guide them through the loan process from application to funding
• Identifying and creating opportunities to present other credit union loan products or services by actively cross-selling & counseling prospects
• Selling ancillary loan products, including but not limited to: GAP, vehicle service contracts, life, disability, and involuntary unemployment
• Gathering required supporting loan documents from applicants electronically
• Clearly and proactively communicating with underwriting to clarify the creditworthiness of applicants
• Satisfying loan conditions as assigned by the underwriting team.
• Performing necessary actions to ensure timely loan closing and member satisfaction scores greater than or equal to 90%
Qualifications
Knowledge /Skills/Abilities
• General knowledge of loan policies including but not limited to Truth in Savings, Truth in Lending, Bank Secrecy Act, and anti-discrimination legislation.
• General knowledge of basic call center policies and telephone etiquette.
• Knowledge of consumer and residential lending practices
• Excellent interpersonal, communication, and public relations skills.
• Professional appearance and attitude.
• Strong organization and follow-up skills.
• Sound decision-making and judgment with attention to detail and accuracy.
• 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.
• Basic personal computer skills and proficiency in Microsoft Office
• Ability to perform in a fast-paced environment
• Willing and able to work remotely if needed.
• Ability to maintain confidentiality with member information.
Experience
• 1+ years of direct lending, banking, or financial sales experience in a related field.
• 2+ years of previous sales experience is required within a retail, banking, or call center environment.
Education
• High school diploma or its equivalent is required
