Description
Job Title: Lending Contact Center Loan Officer
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:
We are seeking a dynamic Lending Contact Center Loan Officer, who is a knowledgeable and trusted advisor to assist existing and prospective members with consumer loan inquiries. The right candidate will have a sense of urgency, and a strong commitment to delivering best-in-class service.
About You:
· Customer Service: You are a resource in identifying and resolving member servicing issues and enhances member experience by providing distinctive quality service.
· Teamwork: Your ability to encourage and exchange creative ideas, to provide practical solutions to problems, will be used to promote innovation.
· Communication: Your effective communication style will be used to transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
What You Will Do:
Available to work during the Credit Union’s core business hours and attendance and punctuality are within acceptable standards.
Completes special projects as assigned and assumes responsibility for related duties as required or assigned.
Responsible for training new servicing team members
Reviews various department reports, audit file maintenance log and assist with escalated service calls as needed.
Maintains Service Level Agreement commitments within the agreed upon terms month over month, including but not limited to member follow up and escalation resolution.
Assists with creating and updating department procedures and provide ongoing training for new team members.
Accurately take phone and online applications and create a smooth and efficient process for the member, seeing requests through to completion
The core responsibility is the development of member relationships by providing high quality sales and appropriate loan products and credit union insurance products.
Must directly respond to member inquiries received by phone or email.
Expected to represent the Credit Union in a courteous and professional manner on inbound and outbound call service calls, while following the established policies and procedures for meeting service standards.
Provide accurate account information for consumer loan products, including answering detailed questions regarding interest and monthly payments.
Will support the achievement of the department’s sales goals through personal selling of all offered loan products while making proper recommendations to meet member/non-member needs.
Responsible for referring additional cross sell opportunities to the appropriate parties for all non-consumer loans related products.
Expected to meet or exceed agent performance metrics as established by department standards and procedures in the areas of percentage of calls represented and answered, average talk time, and member survey ratings.
Will process member consumer web applications efficiently, accurately, and in a timely manner including loan funding and all related documentation.
Must participate in all assigned staff development programs in support of the Credit Union’s commitment to continuous improvement in sales and service, quality, and teamwork.
Expected to provide feedback to supervisor and manager with best practice and training opportunities, while keeping management informed of area activities and significant problems.
Ensure compliance with all applicable laws, regulations, and Credit Union’s policies and procedures as they relate to assigned products, including Fair Credit Lending practices and may assist with audits.
Requirements
What We Are Looking For:
High school diploma or equivalent.
Three to five years of progressive experience in a similar role and related expertise.
Understanding of related legal and regulatory requirements
Familiarity with call center technology, workforce management and quality management tools
Strong organizational and time management skills
Ability to prioritize effectively, working in a fast-paced environment
Strong oral and written communication skills
Bi-Lingual (Spanish speaking) preferred
PC Skills: Word, Excel, Microsoft office
Key words: banking, credit union, consumer loan products, customer service
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.
EOE/Drug-free workplace
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: $23 - $28 /hourly.
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.
