Job Title:  Consumer Lending Support Specialist

Department: Consumer Lending

Reports To: Consumer Lending Assistant Manager

FLSA Status: Non-Exempt

Grade: 7

Summary 

The Consumer Lending Support Specialist is responsible for funding loan requests received through both the direct and indirect loan channels, ensuring proper loan documentation, and performing smooth transactions by collaborating with dealer business offices. This role also provides essential support to consumer loan officers by assisting with processing of direct loan applications, ensuring accuracy, compliance, and efficiency in all consumer lending operations.  

Essential Duties and Responsibilities

Loan Support 

• Support indirect lending in a high-service environment, fostering long-term relationships with local dealerships while driving loan growth.
• Support direct lending in a dynamic sales environment, fostering long-term financial relationships with members while driving loan growth. 
• Retains overall knowledge of all areas of the Credit Union. Responsible for learning about new products the Credit Union offers, attending staff training, and remaining informed of changes in Credit Union policies and procedures. 
• Demonstrate teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
• Maintains positive and professional relationships with dealer contacts, promoting Rio Grande Credit Union and its Dealer Finance Program in a positive manner.
• Assists with developing strong relationships with members to ensure continued financial partnerships.
• Responsible for handling dealership calls including incoming inquiries regarding funding status and outgoing calls to dealer finance departments to follow-up on missing items.
• Maintain knowledge of and can successfully handle various materials and products such as, but not limited to, consumer loan applications, title work, MMP and GAP policies, and debt cancellation.
• Assist as needed as a point of contact and subject matter expert with staff from all branches and other departments as needed and ensure account-monitoring standards are provided.
• Ensures that individual quarterly goals are met as outlined in the incentive plan and monthly scorecard.
• Other duties as assigned by department supervisor and manager, Senior Management, and President/CEO.

Quality Assurance

• Continuously enhance knowledge of regulations, procedures, and compliance related to member services and loans including BSA, Red Flags, UDAAP, Lending Policies, Lending and Matrices.
• Performs functions necessary relative to consumer direct and indirect lending, including data input and loan funding.
• Perform, prepare, and obtain all necessary verification and documentation for products and services, and obtain any other documentation relevant to lending file. 
• Ensures accuracy in responding to member requests the first time.
• Perform file maintenance on accounts as related to member service activities, such as payroll deductions and EFTs when necessary.
• Troubleshoot and/or escalate complex issues to supervisor/manager or appropriate business owners, while exercising independent judgement and decision-making.
• Actively participates in credit union-wide projects and/or committees.
• Work in conjunction with management to minimize findings from various internal and external quality control, auditors, and examiners.
• Knowledge of Credit Union security procedures; immediately notifies supervisor/manager of any irregularities.
• Dispose of obsolete files in accordance with established retention schedule or legal requirements.
• Properly update all necessary CIP information in the core processor for prime and joint members and customers on all accounts for all transactions.

 Member Service

• Come to work every day with a member focused, passionate, and dedicated mindset
• Approach every member situation from a caring, helpful, and open-minded position
• Proactively approach issues and offer creative solutions that will make doing business with RGCU easier
• Assists in any other areas as directed by Senior Management and/or President/CEO.
• Review all loan applications for Red Flags according to BSA and Identity Theft Red Flag procedures.
• Report all suspicious activity to the Risk Management department via the compliance group email.

Supervisory Responsibilities                  

This position has no supervisory responsibilities.

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.   Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Competencies                                                        

To perform the job successfully, an individual should demonstrate the following competencies:

 Managing Performance - The ability to take responsibility for one's own performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly

 Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

 Organizational Support-Loans - Follows policies and procedures; Supports organization's goals and values; Ensures that loans are processed in accordance with the credit union's policies and procedures.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Responds well to questions.

 Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.

Education and/or Experience                  

Experience - 6 months to 2 years related experience

Education - 2-year college degree or completion of a specialized course of study OR 2 years related experience

 Language Skills                  

Ability to write reports, business correspondence, and procedure manuals such as Standard Operating Manuals (SOPs).   Ability to effectively present information and respond to questions from groups of managers, clients, members, and the general public. Must be able to read and write using the English language. 

Mathematical Skills                  

Ability to calculate figures and amounts such as discounts, interest, amortizations, proportions, percentages, cash flow, net present values, and depreciation.  Ability to apply concepts of basic algebra and arithmetic.

Reasoning Ability                  

Ability to solve practical problems and deal with a variety of concrete and flexible variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills                  

To perform this job successfully, an individual should have working knowledge of Microsoft Office products

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this Job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms and talk or hear. The employee must frequently lift and/or move up to 25 pounds. 

Work Environment 

The work environme­­nt characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is moderate. Work is performed primarily by computer at a desk.

Rio Grande Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.