Position Summary
The Loan Processor plays a critical role in supporting the San Francisco Federal Credit Union's (SFFedCU) consumer lending operations through the accurate and timely processing of loan applications. This position is responsible for reviewing, verifying, and funding loans across multiple channels, while ensuring compliance with regulatory standards and internal controls. With a strong technical focus, the role involves working across digital lending platforms, managing loan queues, reconciling disbursements, and resolving complex processing issues.
The Loan Processor also assists in the implementation of new home-lending solution products and supports merchant relationship workflows. By leveraging system tools and data analysis, the role identifies process inefficiencies and contributes to continuous improvement efforts. Additionally, the position
supports cross-selling initiatives and helps deliver a seamless, high-quality member experience through multiple service channels.
Essential Functions and Responsibilities
- Review, verify, and process consumer loan applications across multiple channels, ensuring accuracy, compliance, and timely funding.
- Monitor and manage digital lending workflows, queues, and servicing inboxes to maintain service level agreements (SLAs) and production timelines.
- Utilizes professional communication in providing phone/email support (including escalations) for incoming calls and engagement in interviewing applicants for specific loan information.
- Collaborate with team members to review loan requirements, resolve issues affecting approval, and ensure timely release of funded loans.
- Maintain indirect lending SLA turnaround times and support high service levels with merchant partners and auto dealers.
- Maintain strong relationships with Home Lending Solutions merchants and support the GoGreen Lending program.
- Serve as a liaison between members and affiliated merchants to enhance service delivery and satisfaction.
- Partner with members to assess financial conditions and offer creative, tailored lending solutions.
- Actively participates in cross-selling financial products and effectively communicates the benefits and features of each cross-sold product with members.
- Uphold compliance with internal policies, privacy procedures, and regulatory standards to protect member information.
- Participate in continuous improvement efforts, business development activities, and special projects as assigned.
- Partner with members to evaluate financial needs and offer tailored lending solutions; onboard new members and identify financial goals.
- Take the initiative in identifying and implementing process improvements to enhance efficiency and service quality.
- Ensure compliance with internal policies, privacy procedures, and member confidentiality standards.
- Engage in business development through participation in CommunityShare events.
- Participate in regular performance dialogues and commit to continuous self-improvement.
- Perform other duties and special projects as assigned.
Qualifications
- Requires a high school diploma or equivalent.
- Minimum of two (2) years' experience in a fast-paced lending environment boarding and servicing various Consumer Loans.
- Knowledge of MerdianLink, LoanStar, and Corelation platforms preferred, but not required.
- Strong verbal and written communication skills with demonstrated ability to communicate professionally at all levels.
- Excellent interpersonal skills; ability to engage authentically and professionally at all levels.
- Self-motivated; able to work efficiently without sustained direct supervision.
- Proven ability to manage time effectively and prioritize competing workload elements.
- Proficiency in MS Office: Word, Excel, OneNote and Outlook.
- Ability to provide prompt and professional service.
- Must have strong organizational skills and ability to process and follow specific instructions and directives.
- Must possess excellent decision-making skills, be proactive, and have the ability to work in an environment of flexible and changing work policies/procedures
Physical Requirements, Reasonable Accommodation and Work Environment
Primarily office-based setting; requires use of computer, headset, and standard office equipment. May require occasional attendance at community or virtual events. Ability to sit for extended periods and manage multiple digital communication channels.
All reasonable accommodation will be provided to ensure a safe and functioning working environment for those individuals who will require such accommodation.
EEO Statement
SFFedCU is an Equal Employment Opportunity Employer. In accordance with federal and state laws, SFFedCU does not discriminate in employment because of race, color, religion, sex, national origin, age, physical and mental disability, marital status, pregnancy, childbirth, breastfeeding or related condition, ancestry, medical condition (associated with cancer, a history of cancer or genetic characteristics), veteran or military status, sexual orientation, gender, gender identity or gender expression, HIV/AIDS status, genetic information or any other characteristic protected by law.