DIRECT LOAN PROCESSOR SPECIALIST I

ADDITIONAL NOTES:

• Schedule: 9:00 AM – 6:00 PM, Monday–Friday (onsite)
• Experience handling high call volumes required
• Contact center and consumer lending experience preferred (not limited to mortgage)
• Strong computer skills and ability to multitask in a fast-paced environment

GENERAL DESCRIPTION:
The Direct Loan Processor Specialist I is responsible for delivering prompt, accurate, and efficient service throughout the consumer loan lifecycle—from application through funding. This role manages a high volume of inbound and outbound loan-related calls while supporting members and internal teams with complex loan inquiries, escalations, and processing needs.

The ideal candidate is detail-oriented, highly organized, and able to multitask effectively while maintaining a strong commitment to compliance and exceptional customer service.

KEY RESPONSIBILITIES:

• Handle a high volume of inbound/outbound calls while managing loan applications simultaneously
• Provide exceptional customer service by actively listening, resolving inquiries, and ensuring a positive experience
• Analyze financial data, collect documentation, and prepare accurate loan documents
• Verify required documentation (including DMV records) to ensure proper lien placement
• Collaborate cross-functionally to support loan processing and resolve issues efficiently
• Audit loan documents and operational reports to ensure compliance, accuracy, and completeness
• Identify and mitigate potential fraud, suspicious activity, and identity theft
• Conduct member interviews, perform income analysis, and gather information to meet loan conditions
• Prepare and distribute loan documents for signature and coordinate loan funding
• Manage communication through email, chat, and phone with professionalism and timeliness
• Participate in virtual meetings and operate effectively in a digital work environment
• Support escalations, audits, and additional operational tasks as needed

QUALIFICATIONS & SKILLS:

• Strong understanding of compliance with state and federal lending regulations (including AML and related requirements)
• Excellent verbal and written communication skills
• High attention to detail and accuracy
• Ability to multitask and prioritize in a fast-paced environment
• Strong problem-solving and critical thinking skills
• Proficiency with computer systems, email, and collaboration tools

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