The primary purpose of this position is to assist Associated Credit Union in living out its Mission: To offer members financial products that fulfill their needs, service that exceeds their expectations, and relationships that inspire their trust.
The role of the Indirect Loan Processor is to process dealer loans and contracts and provide administrative support to the department to ensure high levels of accurate and timely service. Communicating with members, staff and dealer personnel to deliver a great member experience that fulfil their needs, offer service that exceeds expectations and a relationship that inspires trust.
Duties
Essential Functions & Core Duties
Daily accurate processing and funding of Indirect loan contracts within established guidelines.
Review incoming contracts to verify required information is compliant with Indirect checklist.
Verification call to all members and non-members before loan funding.
Open new accounts and create loans in core system.
Ensure all documentation is received and any issues remedied for completion of loans.
Create a seamless experience educating members about payment options.
Prepares, assembles and maintains loan document files and promptly submits for QC.
Answers phone, email and skype message inquiries from Indirect lending queues.
Timely response to dealership inquires.
Daily calls and note update through Salesforce (The Cube)
Maintain in depth knowledge of credit union products and services (rates, pricing, policies etc.)
Performs other duties as assigned by the Indirect Lending Supervisor, AVP of Indirect Lending or Executive Vice President of Lending.
Responsibilities
Other Duties & Responsibilities
Provide all documentation needed to file a Gap claim.
Send letter of cancellation for product refunds.
Assist with research and correct accounting discrepancies.
Post loan checks to the proper account(s) or GL.
Complete loan modification request daily with accuracy.
Adhere to Bank Secrecy Act (BSA) regulations.
Understanding of Indirect Lending policies and procedures.
Demonstrates cooperative and positive attitude towards staff, members and dealers.
Qualifications
Self-motivated, detailed-oriented, organized and accurate. Good time management skills with ability to multi-task with good verbal and written communication skills. Possess computer skills to include MS Word, MS Excel, MS Outlook and MS Adobe.
Education: High School Graduate with some secondary education preferred.
Experience: 1-2 year of banking, customer and/or member experience.
Core Competencies
Time Management: ability to organize and prioritize tasks associated with multiple activities.
Results Orientation: Is aware of personal, team, departmental and corporate goals and is able to prioritize work to achieve servicing goals. Demonstrates the ability to excel in a high paced lending environment.
Member Service: Demonstrates an unsurpassed commitment to exceptional member service that ensures a referable experience with each encounter. Views situations from the member’s and employee’s perspective to effectively respond to their needs and concerns; often going beyond the initial need or expressed concern. Follows up to make sure expectations have been met or exceeded. Demonstrates patience, respect and empathy when serving difficult members/employees. Personifies ACU’s vision as a trusted advisor.
Initiative: A motivated and independent employee who measures their results against standards of excellence. Actively and consistently seeks opportunities to increase loan volume, loan efficiencies and residual product penetration, while minimizing Processing errors. Actively supports member and employee education, events and seminars.
Accountability: Demonstrates responsibility for providing timely and accurate information to members, employees and dealer partners. Ensures that they have sufficient training in order to accurately and efficiently complete transactions and member requests. Willingly offers and receives constructive coaching and feedback as needed. Schedules personal time off in advance and avoids unscheduled absences.
Effective Communication: Educational and confident. Uses clear and simple language to communicate information to members, employees and dealer partners. Trains, supports and makes recommendations regarding ACU Policies and Procedures that can be easily understood. Demonstrates sensitivity to all diversity differences.
Teamwork: Builds rapport with fellow teammates and credit union staff. Demonstrates genuine concern for others and shares personal expertise with peers. Displays flexibility regarding scheduling. Fosters a spirit of cooperation to ensure the success of the team.
Technologically Astute: Demonstrates the ability to use technology to effectively and efficiently perform job functions.
General Operational Requirements
Represents ACU in a courteous and professional manner.
Provides high levels of member service.
Reports to work punctually, works all scheduled hours.
Professional in appearance, demonstrates quality and quantity in work performance
Maintain the confidentially of ACU, member records and information at all times.
Performance Metrics
Completion of continuing education requirements (BAI)
Response rates to Indirect Lending loan change queue(s)
Measurable call statistics
Loan errors
Funding loans within 72 hours
Assist in funding $10 million monthly
This job description is not intended to provide an all-inclusive listing of related job activities. Management may request the incumbent to perform other related activities in place of or in addition to those representative activities noted in this job description.
Created: TBD
Seniority level
Entry level
Employment type
Part-time
Job function
Finance and Sales
Industries
Financial Services
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