Responsible for lending processing functions and providing support to the Loan Specialists. Participates in the daily tasks and procedures that help contribute to providing excellent member service and ensuring quick turnaround times.  Upon receipt of applications received via internet performs the following duties: assign and distribute application to the Loan Officer(s); contact members regarding incomplete applications and notifying them of Loan Officer contact information.

Member Service
• Providing prompt, accurate, concise, and courteous responses to member inquiries relating to consumer loans and other financial transactions.
• Identify member’s needs/sales opportunities.
• Provide quality service at every encounter (Shopper Reports/Call Observations)
• Meet Call Availability Standards.
• Provide department/team support: Coverage of MSC, Online Services and LCC phone queues.
• Participate in team building activities.
• Takes initiative to identify problems and deliver recommendations and solutions.
• Make outbound calls to complete RDI Escalations.

Member Inquiries, Requests and Sales Opportunities
• Routinely strive to provide excellent member service but consistently base decisions on building broad and deep member relations while remaining cognizant of BluPeak’s strategic goals.
• Provide information to new/existing members on BluPeak products/services.
• Provides members with information regarding current credit union and branch promotions.
• Process member transactions accurately providing a high attention to detail.
• Respond to member inquiries regarding establishing membership and Corelation related transactions.
• Able to address member requests and offer member solutions working within authority limits.
• Communicate suspected member account abuse including potential red flags, elder abuse, or regulatory issues.
• Function as liaison to member and branch/support departments.
• Directs calls to appropriate staff members/departments, as required.
• Utilize effective service and sales techniques to maintain member relationships.
• Cross sell appropriate credit union products and services.
• Utilize follow up practices on all new loans and deposit accounts for increased sales and relationship building.
• Work to eliminate single service encounters.
• Participate in Sales Campaigns and Sales Incentive Program.

Lending:
• Primary contact for the Loan Center contact areas: emails from loaninfo@usecu.org and dedicated voicemails. Ensures prompt turnaround on requests.
• Verification of supporting loan stipulations (i.e., income verification, insurance); Document receipt of item in Appro and Scan documents.
• Prepares loan files for funding; Verify documentation satisfies loan stipulation requirements; Review and finalize rates, terms, and loan conditions with the member.
• Cross sell and provide information on all BluPeak Products and services, to include Gap, MBP and debt protection, to meet the member’s needs.
• Fund the loan and send secured email with loan documents to members. Follow up on completed e-Signed documents within 10-day DocuSign time frame.
• Scans and submits audited loan packages daily to Quality Assurance/Records/DMV to ensure turnaround commitment is met.
• Provides daily/weekly reporting of loan production and debt protection, GAP and MBP sales to management.
• Maintain the required knowledge of credit union policies and procedures and federal and state laws and regulations that pertain to the lending function and maintain full knowledge of USE member services and products.
• Supports other areas within Consumer Lending as needed.
• Maintains department security and confidentiality by ensuring all sensitive information is kept secure including all personal passwords, dual control keys, and anything pertaining to member confidentiality.
• Other duties as assigned.

Additional Responsibilities:
Must adhere to company policy and procedure, complete annual compliance training, and comply with business continuity and vendor management policy. These are crucial to the success of the organization and have regulatory compliance and/or safety and soundness for the sustainability of the credit union.

Comply with all Anti Money Laundering laws such as the Bank Secrecy Act, OFAC and USA PATRIOT Act and all related policies and procedures including accurate Member/Customer Identification Program, member due diligence, accurate OFAC match processing, and reporting unusual activities and suspected fraud.

Performs other duties as assigned, including participation in process improvements and special projects.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); and a minimum of 3 years – 5 years related experience in a financial institution is required; or equivalent combination of education and experience. Knowledge of credit union products and services required. Strong knowledge of BluPeak loan and deposit products and product requirements is required. Member Service Center experience preferred.

Must have strong verbal and written communication skills. Ability to build and maintain relationship with internal and external employees. Requires the ability to communicate effectively with members over the telephone and in writing consistently.

TECHNOLOGY PROFICIENCY
To perform this job, the employee must possess applicable technology skills and demonstrated expertise. The requirements for this job include the ability to use, Microsoft Applications (Windows, Outlook, Word, Excel) as well as the ability to learn new applications quickly; requires general knowledge of network and database use.
Ability to operate common office machines and computer software; ability to learn specific applications.

CERTIFICATES, LICENSES, REGISTRATIONS
Valid California driver’s license required. Active California Real Estate license and Notary license is preferred. All Mortgage Loan Originators (MLO) must be actively registered with the National Mortgage Licensing Service (NMLS). Must renew and pass annually to maintain active status.

OTHER QUALIFICATIONS
To perform this job, the employee must possess strong people skills, good phone and e-mail etiquette, a professional presentation, and a high degree of personal initiative. Ability to communicate effectively with members. Must be able to work in fast pace evolving environment, adapt to changing work environment based on schedule and or resource constraints. Be receptive to new and changes in policy, procedures, lending systems, etc. Maintain and reconcile resource information staying abreast of changing policies/procedures.

BluPeak Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Employment may be contingent upon BluPeak Credit Union’s receipt of an acceptable and job-related background check, drug screen and credit check verification, as applicable and permissible by law. BluPeak Credit Union is committed to working and provide reasonable accommodation to applicants with physical, mental disabilities and sincerely held religious beliefs. For more information, contact Human Resources.

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