Digital Loan Officer I

Member Service (Consumer/Mortgage via Phone and Digital Channels)

• Answer inbound phone and Video Lending calls, conduct thorough consultative loan interviews, and complete loan applications for consumer loan products, including vehicle, personal, and home equity products.
• Assist members and non-members with consumer loan-related inquiries through live chat.
• Review and explain program options, benefits, fees, standard qualifications, and documentation needs for consumer and home equity loan products.
• Explain loan terms and compare scenarios including loan amounts, rates, payments, and fees.
• Communicate loan decisions to members, including explaining denial reasons and providing resources for financial/credit assistance as applicable.
• Review credit reports, member relationships, and transaction histories during each consultation to identify additional cross-help and loan savings opportunities.
• Prepare and send initial home equity disclosure packages to borrowers within timelines as established by regulatory requirements.
• Structure, present, and pull through cross-help loan opportunities with applicants.
• Serve as primary point of contact with borrowers and maintain relationships through funding.
• Submit complete and thorough loan applications to underwriting, and work with underwriters on loan structure changes, vehicle valuations, and second reviews of documents.
• Explain loan counteroffers and approvals to members and discuss loan stipulations, credit union guidelines, and documents needed to proceed with loan requests.
• Process approved consumer loan applications, ensure all stipulations are met, communicate with third parties such as dealers and lien holders as needed to collect processing information, collect and verify supporting documentation, and work up applications for funding.
• Verify validity of applicants and documents submitted to prevent fraud.
• Generate closing documents for direct consumer loans, complete remote loan closings with borrowers (DocuSign or Video Lending), and fund and disburse loan proceeds.
• Complete post-funding tasks, including preparation of vehicle title work packets and imaging of loan documents.

Department Support

• Manage application pipeline, follow up regularly on approved not funded applications, and maintain records of all contacts.
• Resolve audit exceptions within a timely manner.
• Work with Retail Support to coordinate account openings for non-member applicants.
• Assist other credit union departments with lending needs and serve as a subject matter expert for consumer loan products, applications, and questions.
• Support outbound calling campaigns for consumer loan initiatives.

Miscellaneous Duties

• Consistently meet or exceed established Level I minimum expectations.
• Maintain job level knowledge by attending assigned trainings and reviewing procedures to perform all duties required of the position.
• Proactively work towards advanced knowledge of consumer lending products, policies/procedures, and guidelines, as well as lending principles including credit scores, ability to repay, and underwriting ratios.
• Complete annual regulatory training as assigned.
• Conduct individual dialogs with immediate supervisor, minimum quarterly.
• Perform other duties as assigned.