Senior Consumer Loan Officer

Mission

In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution.

Culture Competencies: S.T.R.I.V.E

• Maintains our members' and employees' trust by safeguarding their financial data and information.
• Values and respects everyone's abilities, opinions and feedback to achieve trust, safety, and well-being in a friendly, welcoming and cooperative environment. Actively devoted to our motto of 'better together'.
• Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles.
• Generates new ideas, supports change, provides new efficient solutions and solves problems creatively while balancing risk.

General Summary:

Under general supervision and in compliance with all federal and state regulations and established USSFCU policies and procedures, is responsible for originating, processing, underwriting, and closing a high volume of consumer loan applications originated via phone or online channels in a fast-paced centralized environment. Serves as an ambassador of USSFCU by espousing our 'Member First' philosophy and fulfilling our purpose of helping our members achieve financial success. Develops relationships with members by engaging as a member advocate, actively listening, identifying member needs and providing solutions. Significant level of trust, diplomacy, courtesy and tact is required. Driven to meet or exceed individual performance and departmental sales/strategic service goals.

Major Duties & Responsibilities:

• Represents the Credit Union in a courteous, engaging, professional manner and provides superior quality member service to both members and internal teammates. Is efficient, results driven, and accurate. Understands the impact of behavior and performance on the credit union, the members, potential members, and teammates.
• Acts as a consumer lending Subject Matter Expert (SME) with mentoring and peer coaching newer team members, branches, and other teammates.
• Second level review of loan applications with fraud and suspicious markers observed by Loan Officer(s) and Lending Assistant(s).
• Responsible for educating and selling ancillary loan products (debt protection, GAP, extended warranty). Develop and maintain relationships with members to enhance engagement and repeat business. Upselling and cross-selling additional loan products and services utilizing a member-needs based approach.
• Answer incoming queued calls from members and peers. Perform outbound calls to follow up on loans in process in an effort to get the loan closed.
• Support management with testing system enhancements and changes, implementation of loan products, procedures and recommend enhancements for member service and overall operational efficiency.
• Member-focused mindset with a consultative, empathetic approach to lending assists loan applicants, gathering the required information for a credit application. Through the consultative approach, explains loan options, rates, terms, and collateral requirements. Educates members by providing accurate information regarding credit union products and services through in-depth understanding of consumer lending policies, and procedures, and provides guidance and recommendations tailored to suit individual borrower needs. Understands and conveys to members the appropriate rules and regulations related to loan products and services. Understands, interprets, and provides follow-up on important data from consumer credit reports and scoring models.

• Tracks progress and maintain up-to-date status of all types of consumer loans. Responsible for input and/or verification of data provided by members, credit reports, and third-party vendors. Responsible for acting as a liaison between Underwriting and the member. Thoroughly documents purpose of loan request and any additional information that will assist Underwriter with the decision process. Fully understands underwriting guidelines for different types of consumer loans. Methodically documents status of loan decision, including any follow-up required by member. Effectively communicates and explains loan decisions, stipulations, and requirements to members. Demonstrates flexibility and superior member service by accurately processing and closing consumer loans originated by others in a timely manner. Provides education, guidance and recommendations to help denied applicants improve their financial situation and increase chances of future financial success.
• Responsible for obtaining and validating pertinent documentation based on consumer loan type and conditions, including but not limited to identification documents, vehicle purchase order, proof of insurance and payoffs from other financial institutions or creditors. Demonstrated knowledge in analysis of complex income verification documents (including personal and business tax returns). Works closely with other departments to detect and mitigate loan fraud.
• Coordinates accurate utilization of our electronic signature method to expedite delivery of loan documents with members. Ensure that all processed loans are signed and in compliance with lending guidelines and regulations.
• Maintains high loan quality control standards by mitigating exceptions and loan officer errors in the process of consumer loan applications.
• Creates and updates loans in core system. Thoroughly understands loan origination system functions. Establishes repayment and interest schedules based upon loan guidelines and rates.
• Responsible for correct and accurate funding of loan proceeds, including distribution to proper general ledger accounts as required with the purchase of GAP and/or warranty coverages, overnight processing fees, or other fees as applicable. Understands and performs general ledger transactions within core system to correct funding errors/omissions.
• Implements the recording of collateral by ensuring all checks have proper endorsement stamps and accompanying member documentation (copy of purchase order, payoff letter, overnight delivery receipt, etc.).
• Maintains proficiency in USSFCU's lending platform and serves as liaison to I.T. Department for any System issues that may impede efficient and accurate member service. Must have the ability to understand and maintain secured document delivery via use of DocuSign and the on-line Message Center.
• Actively listens and offers referrals for products and services based on member needs, including appropriate home loan or mortgage products. Ability to work independently. Meets or exceeds performance, sales, and service goals established by management. Is results driven, possesses a high sense of urgency, and is self-motivated to succeed. Able to multi-task and effectively prioritize a high-volume workload, which requires exceptional organizational skills.
• Responds to member inquiries regarding credit union loan services and/or account discrepancies. Prioritizes first-call resolution to member concerns. Assists other departments as necessary and works closely with other departments in obtaining information and ascertaining necessary corrections for errors. Clears audit exceptions in a timely manner. Performs account file maintenance as necessary.
• Interacts in a positive manner with all team members to promote unity, communication, and consistency of operations to help the department and the organization. Leads by actively participating to help the team meet and exceed lending and organizational goals.
• Actively engages and participates in training, coaching sessions, team meetings, group discussions and motivational/promotional activities with the organization. Completes assigned training initiatives as required within the prescribed timeframe. Exhibits initiative by research, participation and completion of appropriate independent training courses. Strives to improve credit union, team, and personal performance by offering suggestions for individualized or group training needs and volunteering for special projects. Takes accountability and ownership of actions and decisions.
• Ensures Credit Union's compliance with Federal Lending Regulations including but not limited to the Equal Credit Opportunity Act, Fair Credit Reporting Act, Truth in Lending, Military Lending Act, Telephone Consumer Protection Act, Graham-Leach-Bliley Act, and Consumer Financial Protection Bureau rules.
• Complies with all applicable Rules, Regulations and Statutes of the NCUA and other appropriate governing bodies to include but not limited to: The Credit Union Bylaws, Bank Secrecy Act, Office of Foreign Assets Control, Fair Lending Act, and Fair Credit Billing Act.
• Complies with all Credit Union policy and procedural guidelines, including but not limited to Member Identification Policy, Bank Secrecy Act, USSFCU Red Flag Policy, USSFCU Loan Policy, and USSFCU Consumer Lending Guidelines and Procedures.

Non-essential Duties & Responsibilities

• Performs other duties as assigned.

Education/Experience: Bachelor's degree and 5 years of lending experience preferred, or high school diploma/equivalent plus 7 years financial services experience in lending.

Skills: Requires extensive knowledge of USSFCU Membership Products, Services, Guidelines, Policies, and Procedures. Requires an in-depth understanding of Federal Lending Regulations, USSFCU Consumer Loan Products, USSFCU Home Loan Products, Loan Policy, Loan Procedures, Guidelines, and Underwriting criteria. Advanced analytical and math skills required. Demonstrated knowledge in analysis, including understanding income tax returns and business entity structures. Advanced sales and service skills; advanced understanding of consumer credit reports and components of credit scoring models. Requires high level of accuracy; proofreading skills; flexibility and willingness to adapt to change. Expert knowledge of core banking systems; advanced knowledge of document and data storage systems, including importing and editing skills; basic knowledge of Microsoft Office suite. Proficiency utilizing income tax analysis software required. Works independently in a high-volume, fast-paced environment, while maintaining a high level of accuracy. Advanced ability to troubleshoot member issues with credit union services, including third party products such as GAP, Vehicle Service Contracts and Debt Shield.

Communication: Demonstrated proficiency in developing and maintaining positive relationships with members, teammates, and all levels of credit union staff. Superior interviewing and interpersonal skills required. Advanced analytical skills, including but not limited to providing recommendations and rationale to increase team effectiveness, system improvements, and workflow efficiency. Advanced written and oral communication skills required. Requires expert ability to listen to member needs, resolve difficult situations, and recommend appropriate actions. Deals effectively with members and all levels of staff.

Location: This position is located in the Contact Center (Staunton, VA) or Headquarters (Alexandria, VA).

Supervisory: None Required.

Time in Service: None Required.

Salary Range: Metropolitan Area (DC, MD, VA) $61,375.95 - $92,063.93

Benefits: Health Insurance including Medical, Dental, Prescription, Vision, 401(k) Retirement Plan, Incentive bonus, 12 Holidays, 15 Vacation days, 9.75 Sick days, Flexible Spending Account, Life Insurance, Free parking or Metro Smart Benefits and Tuition reimbursement.

Equal Opportunity Employer/Veterans/Disabled

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.