Direct Loan Processor
Job Summary
As a Direct Loan Processor you will manage consumer loan applications from initial inquiry through funding. You will handle a high volume of inbound and outbound loan-related calls, provide accurate information, support internal teams with complex loans and escalations, and ensure compliance with applicable laws, regulations, and internal lending policies.
Responsibilities
- Maintain a strong understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering requirements.
- Manage a high volume of inbound and outbound loan-related calls while simultaneously processing loan applications.
- Continuously develop problem-solving skills to improve individual and departmental performance.
- Foster a positive work environment by actively listening and responding to member and coworker needs in a courteous and helpful manner.
- Analyze data, research and collect documentation, and prepare loan documents with minimal errors.
- Obtain and verify required Department of Motor Vehicles documentation to properly record liens on loan collateral.
- Collaborate with peers across departments to complete key steps in the loan application process.
- Audit operational and executed loan documents and reports to ensure procedural compliance, accuracy, and authenticity.
- Maintain working knowledge of lending policies and procedures to ensure compliance.
- Perform support tasks such as email correspondence, responding to internal chat queries, conducting consumer loan fulfillment audits, and assisting with escalated calls and emails.
- Identify and mitigate potential fraud, suspicious activity, and identity theft.
- Conduct member interviews, perform financial calculations and proof-of-income analysis, and gather information to satisfy loan conditions and determine suitability for funding.
- Prepare loan documents, send them for signing, and prepare approved loans for disbursement.
- Develop critical thinking skills to enhance department performance.
- Monitor emails and internal chats, collaborate in real time, and respond promptly.
- Participate in video conferencing and online meetings and operate effectively in a virtual office environment.
- Provide clear, professional oral and written communication, including follow-up on member inquiries via web messaging or phone.
- Deliver exceptional customer service to members and external partners such as dealerships and finance companies.
- Perform other duties as assigned.
Requirements
- High school diploma or equivalent required;some college preferred.
- At least 3 years of experience in a fast-paced call center or similar environment with high call and loan processing volumes.
- Strong multitasking skills with high accuracy and attention to detail.
- Exceptional verbal and written communication skills, including the ability to explain technical information clearly and concisely.
- Strong knowledge retention and recall abilities to provide quick and accurate information.
- Ability to remain calm and professional under pressure and when working with frustrated callers.
- Efficient work style to handle high volumes while maintaining service quality.
- Empathetic and friendly approach to build trust and rapport.
- Excellent organizational skills to manage tasks such as note-taking, system updates, and reference checking while interacting with callers.
- Familiarity with DMV titling and lien filing processes is a plus.
- Proficiency with Microsoft Office applications.
- Ability to identify and mitigate potential fraud, suspicious activity, and identity theft.
- Self-motivated, proactive attitude and willingness to take on tasks to meet or exceed team goals.
- Strong collaboration and customer service orientation.
- Knowledge of auto and personal loan products is a plus.
- Demonstrated experience meeting productivity and quality standards in a high-volume environment.
- Ability to sit for prolonged periods with occasional mobility.
- Vision and hearing within normal range, with accommodation provided if needed.
- Ability to lift up to 15 lbs as required.
- Ability to move within the department as needed to interact with staff and complete tasks.
Skills
- High-volume call handling and loan processing.
- Knowledge of consumer lending practices and compliance requirements.
- Data analysis, documentation review, and error-free loan document preparation.
- Fraud detection and risk awareness.
- Multitasking and time management in a fast-paced environment.
- Professional written and verbal communication.
- Customer service and conflict resolution.
- Collaboration across departments and in virtual settings.
- Proficiency with Microsoft Office and loan processing systems.
- Familiarity with DMV titling and lien filing processes.
Summary Qualification
- High school diploma or equivalent;some college coursework preferred.
- Minimum 3 years of experience in a fast-paced, high-volume call center or loan processing environment.
- Proven ability to manage multiple loan applications and member interactions accurately and efficiently.
- Demonstrated knowledge of lending policies, procedures, and regulatory requirements.
- Track record of delivering excellent customer service and meeting productivity and quality metrics.
Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.
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Wollborg Michelson Recruiting