Job Description
Note: The job is a remote job and is open to candidates in USA. Golden 1 Credit Union is seeking a Direct Loan Processor Specialist I to provide prompt and efficient service to members and co-workers throughout the consumer loan process. The role involves managing a high volume of loan-related calls, ensuring compliance with regulations, and delivering exceptional customer service.
- Responsibilities
- Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position
- Manage a high volume of inbound and outbound loan-related calls effectively and simultaneously manage loan applications
- Continuously develop yourself to solve problems and improve department performance
- Foster a positive work environment by actively listening to and responding to member and co-worker needs with a courteous and helpful attitude
- Analyze data, research, and collect documentation, and prepare loan documents with minimal errors
- Obtain and verify required Department of Motor Vehicles (DMV) documentation to properly record the company's lien on loan collateral
- Collaborate with peers across different departments to carry out key steps in the loan application process
- Audit various operational documents, including executed loan documents, and reports to ensure proper procedural compliance, accuracy, and authenticity
- Maintain a working knowledge of Golden 1 lending policies and procedures to ensure compliance
- Conduct supportive tasks including email correspondence, answering TEAM chat queries, conducting consumer loan fulfillment audits, providing assistance for escalated calls and branch emails
- Identify and mitigate potential fraud, suspicious activity, and identity theft
- Conduct member interviews, perform financial calculations and analysis on Proof of Income, and gather information to satisfy loan conditions in order to determine suitability for loan funding
- Prepare loan documents and send them to members for signing and prepare approved loans for disbursement accordingly
- Constantly develop critical thinking skills and enhance departmental performance
- Monitor Outlook emails and TEAM chats efficiently, quickly collaborate in real-time, and respond promptly
- Participate in video conferencing and online meetings while being comfortable in a virtual office culture
- Provide effective oral and written communication skills to aid other employees and proactively follow up on member inquiries and concerns via Web Messaging or phone taking care to ensure proper grammar and a professional tone
- Provide exceptional customer service to Golden 1 members, dealerships, and outside finance companies
- Perform other tasks as assigned
- Skills
- A high school diploma or equivalent is required
- 3 years of experience in a fast-paced call center environment or work environment with high call volume and loan processing volume
- At least three years of experience working in a busy call center environment where high call and loan application volume are the norm preferred
- Some college preferred
- Knowledge of DMV titling and lien filing is a plus
- Familiarity with Microsoft Office programs
- Knowledge of auto loans, and personal loans is a plus
- The successful candidate has experience working in a high-volume call center environment with a proven track record of meeting established productivity and quality standards
- Company Overview
- Golden 1 Credit Union is a financial cooperative that offers checking, savings, home loan, investment, insurance and online services. It was founded in 1933, and is headquartered in Sacramento, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.golden1.com/.
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