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Lending Operations Call Center Specialist I

Company: San Diego County Credit Union
Location: San Diego
Posted on: January 16, 2022

Job Description:

This is a non-remote position and will require that the employee report to work onsite at the designated work location.Please note this role is in our Lending Call Center Department, separate from our Call Center. The Lending Call Center department has a separate phone queue to accept and process loan requests/applications and follow up with members.Position SummaryThe position of Lending Call Center Specialist I is established to provide prompt, professional and accurate information, by accepting and processing routine loan requests/applications in a Call Center environment. The position requires the cross-selling of Credit Union products and services to meet members' needs and increase member satisfaction as well as to maintain quality service standards set by the organization.Essential Duties and Responsibilities

  • Promptly answer all incoming calls through phone queue in a polite and professional manner; determine nature of caller's business, determine eligibility for memberships, process members' requests working with appropriate personnel in order to satisfactorily service the call and/or complete the loan process within established service level.
  • Meet established sales, production, efficiency and quality departmental metrics consistently.
  • Keep abreast of all regulatory requirements for establishing new loan applications.
  • Quote real estate rates and programs; pre-qualify member, process real estate loan applications, and provide any necessary follow-up as required.
  • Quote consumer loan rates and programs; pre-qualify member, process consumer lending applications and provide any necessary follow-up as required.
  • Provide borrowers with status on applications.
  • Interview members via the telephone to determine their financial needs and assist in selecting appropriate loan programs, account types and services best suited to their needs.
  • Process and follow-up on Real Estate and Consumer Loan application leads. Contact member within 24 hours of assignment.
  • Ongoing development of industry knowledge and workflow processes; be proficient in troubleshooting and solving problems at each step of the application process.
  • Provide support through Live Chat with members.
  • Provide Help Desk support for team member inquiries.
  • Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.Other Duties and Responsibilities
    • May participate in the training of other staff members in product knowledge and basic methods of originations and cross-selling.
    • Perform other duties as assigned.Physical Demands and Work EnvironmentThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear. The employee is frequently required to stand and reach with hands and arms. The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.The noise level in the work environment is usually moderate.Minimum Qualifications (Education, Experience, Skills)
      • High School diploma or equivalent.
      • Successful completion of the Credit Union's Real Estate Certification Training Program once hired into the position.
      • One year of customer service experience with preferrably at least 6 months of consumer or real estate experience; or one year of customer experience for internal SDCCU candidates.
      • Demonstrate to have strong organization skills, ability to multi-task while providing thorough follow up within established time frames. Work with a sense of urgency.
      • Ability to work in a team environment, possess effective communication skills both verbal and written.
      • Possess superior customer service skills, with high level of integrity.
      • Demonstrated sales ability. Sales techniques and thorough knowledge of and a willingness to actively promote Credit Union products and services.
      • College level PC skills.

Keywords: San Diego County Credit Union, San Diego , Lending Operations Call Center Specialist I, Other , San Diego, California

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