Loan Solutions Representative

Loan Solutions Representative

Reports to: Lending Manager

FLSA Status: Nonexempt

Position Type: Full time

Hours: M-F 8am-5pm

Summary

The Loan Solutions Representative is primarily responsible for providing excellent member service while performing collections activities to remedy delinquent consumer and mortgage loans. In this role, the Loan Solutions Representative will contact members regarding delinquencies, advise members of repayment options, complete tasks accurately, and update files and account information appropriately. We expect all staff to be guided by our mission, “Enhancing lives…one member at a time.”

Essential Functions and Responsibilities

· Contact members to remedy loan and account delinquencies during times of financial distress by offering expert guidance and exceptional member service. Take appropriate action to determine reasons for delinquency and resolve accounts.

· Counsel members concerning their financial obligations, advise of options and solicit payment agreements. Refers arrangement requests outside of authority to supervisor

· Respond to and resolve member, vendor, and internal inquiries by phone and in person.

· Work with vendors to locate collateral, filing disability insurance claims, GAP and other dealer sold insurances. Research and record NADA values, address updates, file and attend court proceedings in a friendly, professional and timely manner

· Follow up on missing titles and insurance to protect the credit unions collateral

· Research and resolve member complaints and loan discrepancies and notify supervisor when escalated or outside of capabilities to resolve independently

· Refers members to other departments for assistance when necessary

· Organizes workflow and accurately prepares, updates, and maintains letters, documentation, and account records in a timely manner

· Identify and act upon opportunities to recommend our products and services

· Follow all financial, collections, and compliance regulations and credit union policies and procedures

Knowledgeable of credit union products and services, lending, and collection practices

· Utilize software, computers, faxes, printers, calculators, and adding machines

· Ability to identify fraudulent cash, checks, and financial requests

· Must be available to work all open hours

· Perform other duties as directed by leadership

Core Competencies

· Accountable: Is dependable and completes work in a timely manner. Is regularly present and punctual and arrives prepared for work. Is committed to doing the best job possible and keeps commitments.

· Attention to Detail: Follows detailed procedures and ensures accuracy in documentation, data, and work. Organizes and maintains an appropriate and accurate system of records as necessary. Knowledge and proper application of techniques, skills, accepted practices, equipment, compliance, policies, procedures and technologies to accomplish duties.

· Collections Knowledge: Knowledge of collection practices and laws

· Communication: Delivers friendly, professional, and effective verbal and written communications. Maintains excellent interpersonal skills and honesty. Listens well, explains reasoning for opinions and decisions, invites discussion and feedback, asks questions when necessary, and exercises a professional approach with others. Uses consideration and tact at all times. Acts respectfully to coworkers and members.

· Computer skills: Basic computer skills, with the ability to learn new software applications in a timely manner

· Confidential: Keeps confidential information confidential both internally and externally. Maintains member confidentiality inside and outside of the credit union. Regard as confidential any information relating to our members, our computer data and technology, security systems, and any other sensitive information. Demonstrates zero tolerance for gossip.

· Credit Union Knowledge: Expert in credit union products, services, and regulations with general understanding of lending services.

· Detail oriented: Maintains awareness, accurately observes data and information, and precisely processes transactions, documentation, and data entry

· Flexibility: Ability to multi-task, perform a wide variety of tasks, and change focus quickly while transitioning from task to task effectively. Adapts to varying needs, priorities, expectations, deadlines, and directions. Remains open-minded and changes directions on the basis of new information.

· Goal Driven: Committed to achieving individual, team, and organizational goals.

· Initiative: Proactively approaches member service and efficiently makes use of down-time. Plans work and completes duties without detailed instructions, makes constructive suggestions and solutions, prepares for problems or opportunities in advance, undertakes additional responsibilities, and responds to or resolves situations with minimal supervision when within authority and able.

· Integrity: Required to be honest and ethical.

· Learning: Ability to learn and apply new skills to the job.

· Listening skills: Actively listens to determine internal or external member needs and efficiently resolve problems.

· Member Service: Provides engaging, professional, courteous, respectful, high quality member service at all times. Listens and responds effectively to member and internal questions. Builds rapport and addresses members by name. Resolves issues satisfactorily, follows up appropriately, and commits to exceeding expectations.

· Numerical Aptitude: Understanding of numbers and math with ability to add, subtract, multiply, or divide quickly and correctly.

· Organized: Maintains organized work environment, multitasks, and prioritizes workload.

· Professionalism: Represents oneself and the Credit Union in a positive and professional manner and builds professional relationships. Maintains a business appropriate appearance.

· Self-Control: Maintains composure and emotions in check without displaying unprofessionalism while managing difficult and/or escalated member interactions or managing a stressful workload or busy environment. Is non-defensive, open to feedback, and receptive to learning new ideas.

· Teamwork: Is kind and respectful towards all staff. Works well with others including leadership, other departments, and coworkers. Supports and helps coworkers as needed. Works, coordinates, cooperates, discusses, offers opinions, and shares critical information with others involved in a decision, project, department, or location as necessary to complete tasks and improve effective decision making.

· Technology: Comfortable with applicable branch technology and Microsoft Office programs.

Qualifications

Required:

· High School Diploma

· 1 year of experience in banking

Preferred:

· Experience with collections

Benefits

Medical Dental Vision Life Insurance Short-Term Disability Insurance Long-Term Disability Insurance 401(K) Paid Time Off (PTO) Holiday pay Birthday pay

**Integra First Federal Credit Union is proud to be an Equal Opportunity Employer.

Job Type: Full-time

Pay: $30,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Physical Setting:

• Office

Schedule:

• Monday to Friday
• Weekends as needed

Experience:

• Fair Housing regulations: 1 year (Preferred)
• Customer service: 1 year (Required)

Ability to Commute:

• Menominee, MI 49858 (Required)

Ability to Relocate:

• Menominee, MI 49858: Relocate before starting work (Required)

Work Location: In person