Consumer Loans Member Service Representative

Consumer Loan Member Service Representative

Monday - Friday 9:00 to 6:00 and alternating Saturdays 9:00 to 3:00

Job Description

Primarily responsible for funding members’ Direct and Indirect loan requests by gathering and verifying the information necessary for processing their loan applications through a team effort consistent with department standards and goals. Actively contribute to all Success Sharing Goals as well as create an experience of SERVICE EXCELLENCE for our members and co-workers to help increase the percentage of Net Promoters.

Position Responsibilities

• Develop a complete knowledge of all DCU products and services with an emphasis on Direct, Indirect, and Mobility consumer loan programs, loan policies, forms, and guidelines.
• Plan and organize work in an effort to maintain productivity consistent with department standards and goals.
• Provide loan information on various DCU loan programs to members, branch staff, and dealer partners.
• Answer calls presented to the Consumer Loan queues and maintain a limited amount of not ready time.
• Process Direct and Indirect loan applications and Dealer Packages for funding, including pulling credit bureau reports and opening new memberships, as necessary.
• Analyze information as received to determine loan integrity. Perform Quality Control on loan packages prior to booking loans.
• Book loans to host system and provide timely funding to members and dealer partners.
• Prepare and disburse loan closing documents that are thorough and accurate.
• Follow up on "call backs" and member Pay off calls to be made in order to "close" the loan.
• Increase consumer loan closure ratio by creating a sense of urgency with the member and through the use of outbound calls and sales skills.
• Achieve monthly sales goals and referrals as assigned by Team Leader.
• Accept guidance and coaching from Team Leaders and Management with an effort for improving overall job performance and achieving Sales Goals.
• Support DCU’s Success Sharing, Growth, and Service Goals through participation in DCU’s sales programs. Identify members’ needs and make appropriate referrals that develop the PFI relationship.
• Provide prompt, courteous, and professional service to branches, members, and dealers alike. Keep Team Leader informed of member complaints and problems as well as any follow up actions.
• Serve as Mentor to “new” Consumer Loan MSR’s.
• Proactively work and cross-train with the ultimate goal of being proficient in all aspects of the CL MSR job and for future advancement to CL Specialist.
• Make recommendations on ways to improve all Consumer Loan processes.
• Adhere to all DCU policies and procedures, which include security compliance, and by following guidelines intended to limit risk exposure to fraud and losses. Review exceptions and escalate when necessary.
• Complete all required Compliance Quarterly and Bank Secrecy Act related training annually and maintain knowledge of current BSA policies, specifically those related to functions performed within the department and identifying and reporting possible suspicious activity.
• Perform other job-related duties as assigned 

Education and Experience Requirements

• Excellent verbal communications skills
• Professional phone manner
• Ability to work independently
• Excellent problem solving skills
• Good organizational skills
• Highly motivated and team oriented
• Ability to read and understand credit bureau reports