Summary

The Lending Center Coordinator will have a thorough understanding of all Credit Union processes, products and services. The primary roles of the position are to originate, process and book consumer loan applications via phone or online channels from ECU members and non-members. Daily assignments will fluctuate based on business need. The Lending Center Coordinator must exhibit the ability to work independently with excellent organizational and member service skills in a high-volume call center environment. This is accomplished by monitoring call boards, various queues, and various methods of correspondence (i.e., phone, voicemail, email, and text messaging).

This position allows for a hybrid work from home schedule for eligible employees.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Maintain knowledge of regulations regarding Consumer Loan processes, visa processes and various member service processes
• Adhere to ECU policies and guidelines
• Maintain skilled knowledge of MeridianLink, centralized ECU Employee loans, CuneXus, DocuSign, DealerTrack, DNA, Quest, Five9, Outlook, Nautilus, Microsoft Teams, Eltropy, etc.
• Be self-motivated and can work independently
• Interact with ECU members to build relationships by adhering to ECU’s Service Excellence Expectations
• Adhere to the Communication Handbook standards when communicating with members and co-workers through all channels (i.e., text – Eltropy, Microsoft Teams, email, and phone)
• Answer a high number of calls and create quality loan applications by thoroughly and confidently conducting loan interviews with applicants which includes discussing information disclosed on credit reports
• Make quick decisions in adherence to procedure and using judgment
• Educate members on debt protection, GAP, and MRC products for consumer loans to protect members and ECU
• Be aware of possible fraud attempts
• Exhibit strong multi-tasking, time management and organizational skills
• Manage a heavy workload which includes accepting inbound calls, making outbound phone calls, working online applications, toggling among various queues in Velocity, responding to email, Instant Messaging, receiving, and sending loan documents, etc.
• Exhibit strong computer, written and verbal skills
• Refer members to other ECU departments as cross servicing opportunities are identified
• Work with central underwriters, consumer processing, branch staff and other departments to refer or capture additional loan opportunities which may benefit members
• Serve as a resource to members and co-workers
• Be flexible
• Audit applications and various documentation for accuracy prior to booking applications
• Upload applications and communicate with applicant, co-workers as necessary
• Complete closing checklist
• Prepare overnight mail when necessary

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.