Lending Communications Advocate presso On Tap Credit Union

SUMMARY/OBJECTIVE:

As a Lending Communications Advocate, you provide a single source for our members and potential members when applying for a consumer loan by phone.   Accurately assist members with account and loan-related issue as appropriate. This includes processing loan applications from origination to closing, answering inquires, and offering solutions to common member issues. 

DUTIES & RESPONSIBILITIES:

 Lending Services:

• Responsible for completing requests and capitalizing on opportunities supplied by members initiated over the phone
• Conduct consumer loan interviews and submit completed applications to Lending
• Providing guidance to members whose loan has been denied
• Analyze and discuss the credit bureau and make appropriate recommendations
• Skillfully offer fully protected options for members based on their needs utilizing our ancillary product suite (Gap, Warranty, Debt Protection)
• Processes and refer loan maintenance requests
• Understands and communicate Lending Guidelines

Artfully Crafted Advocacy:

• Identifying opportunities for continued financial success and referring to our service partners, i.e. Insurance Center, Investment and Retirement Center, Mortgage Center, etc. when appropriate 
• Constantly focus on relationship development
• Conducts outbound advocacy calls to build relationships

Standard Duties:

• Have the focus, persistence, positive outlook, and discipline to meet the personal demands of a sales/service role while remaining elegant under pressure
• Set high standards of performance, quality, and accountability for yourself
• Maintain confidentiality and security of member information
• Maintains compliance standards
• Comply with all policies, procedures, and regulations
• Consistently meets monthly goals 
• Responds promptly to all communication channels
• Identify activity that may cause loss and refer accordingly
• Performs other duties as assigned

      SKILLS & COMPETENCIES:

• Demonstrated excellence in verbal and written communication, and exceptional phone etiquette
• Strong ability to build effective and trusting relationships
• Ability to maintain focus, persistence, positive approach, and discipline to meet the personal demands of a sales/service role
• Ability to operate under pressure with elegance and composure
• Strong organizational and time management skills
• Highly competent with Microsoft Office Word, Excel, PowerPoint, and Outlook

      QUALIFICATIONS/EDUCATION:

• High School diploma or equivalent required, some college preferred
• Minimum of 2 years’ experience in lending origination with a bank or credit union, preferred
• Current NMLS registration or the ability to transfer within 30 days 
• Reliable and dependable transportation and attendance
• A personal smartphone with the capability of uploading the latest operating versions of IOS or Android, is required

      OTHER DUTIES:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
• Must comply with applicable policies, laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Employees of On Tap Credit Union are responsible for maintaining the trust of our members, partners, and regulators through the safekeeping of member, Credit Union, and employee information assets.   To this end, each employee is responsible for understanding and adhering to On Tap Credit Union’s Information Security Policy and Program as the same relates to their role and work.  These duties vary by position and additional duties related to information security and/or participation in committees related to information security may be assigned from time to time.

           CORE VALUES:

As a team member of On Tap Credit Union, you’ll come to know our K.E.G. of Excellence as the heartbeat of our organization – a set of core values that illuminate our path and guide every action and decision we make.  

• Kind: Caring, Empathetic, Approachable, Ethical. 
• Engaged: Build Collaborative Relationships, Continuous Personal Growth, Accountable. 
• Genuine: Authentic, Honest, Humble

     This is what it looks like: 

Kindness is at the heart of everything we do. It’s about more than just being nice. It's about showing we are caring, empathetic, approachable, and ethical with members and each other.

• Kindness is showing empathy by listening attentively to a member or colleague who's struggling and offering support. Whereas nice is just agreeing with someone to avoid conflict, even if you don't truly agree with them.
• Kindness is politely pulling someone aside and discreetly telling them they have spinach in their teeth. Whereas nice ignores the fact that someone has spinach in their teeth because it may feel uncomfortable to say something.
• Kindness is being approachable by keeping an open mind and putting yourself in someone else's shoes. 
• Kindness is being caring and going the extra mile for a member or colleague.
• Kindness is being ethical and offering the product and solutions that are truly best for members and colleagues. It’s not about reaching a goal or acting quickly.

Engagement reflects our commitment to being present and proactive in our roles. It's about being fully involved in our work, our community, and our members' lives. It’s about building collaborative relationships, continuously growing personally, and holding ourselves accountable.

• Engagement is building collaborative relationships with members and colleagues, helping them through roadblocks, and celebrating successes. 
• Engagement is building collaborative relationships with the community by volunteering and advocating to make a positive impact. 
• Engagement is being accountable by taking ownership of work, deadlines, commitments, and even mistakes.
• Engaged is being accountable in meetings by showing up prepared, actively listening, asking questions, limiting tech distractions, and giving thoughtful feedback.
• Engagement is personal growth by proactively seeking learning opportunities and being adaptable to change. 

Genuineness is about being authentic and transparent in all our dealings. It's about building trust through honesty and humility.

• Genuine is being humble by acknowledging that it is a full team effort when getting praised for a job well done. 
• Genuine is giving honest feedback on a broken process or procedure. Then partnering for solutions, not assuming it is someone else’s problem.
• Genuine is authentically embracing diversity, equity, and inclusion by acknowledging and celebrating the unique perspectives and experiences of individuals.

SAFE ACT STATEMENT This position may require the employee to register in the future as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry ("Registry") and obtain a unique identifier from the Registry before engaging in mortgage loan originator activities, to maintain and renew that registration on an annual basis, to update registration information with the Registry on a timely basis, and to provide that unique identifier to consumers as required by applicable SAFE Act regulations and credit union policies and procedures.

On Tap Credit Union is proud to be an Equal Opportunity Employer who provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability veteran status, pregnancy, sexual orientation or any other characteristic protected by law.