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Consumer Lending Originator

Corporate Office (Central Park)

Pay Range: $24.63 - $29.58

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position 

Responsible for creating and managing loan applications while working closely with Credit Union of Colorado members, branches, MXC, underwriters and third-party vendors. Inputs all loan applications for consumer and mortgage loans received through lending calls and communicates denials to members via outbound phone calls. Conduct thorough credit analysis to assess borrower qualifications and recommend appropriate credit and deposit products to meet member needs. Proactively reach out to members through outbound calls to offer guidance and support, ensuring their needs are met and relationships are strengthened. Ensure timely and effective communication with both internal and external members, providing exceptional service and consistently exceeding expectations. 
 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

  • Maintain service level expectations for member experience. 
  • Actively demonstrates empathy in a fast-paced environment, asks questions to uncover needs, recommends product and service solutions, solves problems creatively and efficiently, educates members about relevant options. 
  • Assist members with loan requests, including over the phone and online applications. Execute active listening skills to determine the member's needs. 
  • Displays enthusiasm and confidence when engaging with others that consistently maintains the Here to Help culture. 
  • Creates loan applications within established guidelines, policies, procedures, and timelines.  
  • Works on all incoming lending phone calls including Consumer and Mortgage loans. 
  • Works on outgoing lending phone calls, including but not limited to, In Queue Callbacks, loan pre-approval follow up, and MXC member call back requests. 
  • Demonstrates call control, appropriate tone of voice, ability to quickly connect with callers, resiliency with emotional or repetitive requests, and the ability to multi-task while navigating multiple systems. 
  • Works on all outbound calling campaigns as assigned by Consumer Lending Leadership. 
  • Researches and resolves internal and external member issues in a timely, consistent, and professional manner.  
  • Consistently meets daily department demands and promotes member satisfaction, retention, and expansion. 
  • Demonstrates flexibility in assuming a variety of roles and responsibilities including new accounts and membership, miscellaneous clerical functions, loan processing and other various tasks/roles needed in the department. 
  • Understands regulatory requirements including but not limited to, ECOA, the Fair and Accurate Credit Transactions Act, the Bank Secrecy Act (BSA) and the applicability of right to cancel. 
  • Meets or exceeds metrics in providing personalized member service including asking for the business, accuracy, and other key performance indicators. 
  • Meets or exceeds quality monitoring scores as part of the quality monitoring program. 
  • Works closely with the Consumer Loan Processors, Consumer Loan Underwriters, Loan Administration, Loan Servicing and the Mortgage Department. 
  • Works well within a team to collaborate with peers; support other departments/branches; and consistently meets department and organizational goals. 
  • Maintains a high level of service, consistency, and professionalism to both internal and external members at every touch.  
  • Communicates with members by phone and in writing. 
  • Contacts members through email or phone on denied loan applications conveying underwriting decision. 
  • Reviews loan applications to ensure that all required information is provided by online applicants. 
  • Assists coworkers as needed in a high-volume environment. 
  • Stays informed regarding developments and changes in the credit field including best practices. 
  • Researches and resolves internal and external member issues in a timely, consistent, and professional manner.  
  • Consistently meets daily department demands and promotes member satisfaction, retention and expansion. 
  • Actively promotes and contributes to the achievement of organizational goals. 
  • Embraces ongoing education and learns/applies new skills and software applications. 
  • Supports promotional activities and offers additional products and services to members.  
  • Holds member account information in strictest confidential manner. 
  • Register as a Mortgage Loan Originator with the NMLS and keep a current registration in compliance with the SAFE Act.  
  • Demonstrate knowledge about Credit Union products and services to find the best solution for the member. 
  • Proactively solve problems for members, acting in the best interest of the member and the Credit Union. 
  • Act as a direct link between members and the CU, continuously building relationships and strengthening our member’s trust and confidence by delivering focused service. 
  • Assist coworkers with learning and development. 
  • Adhere to all Federal and State laws and regulations applicable to the credit union, including REG B, FCRA, REG Z, Bank Secrecy Act and OFAC. 
  • Completes special projects and other duties as assigned. 

 

Requirements 

EDUCATION AND EXPERIENCE 

  • High School diploma or equivalent (GED)Minimum of one year's experience in a Credit Union or financial services organization.  
  • Preferred experience is one year or more of customer service with experience communicating with customers/clients in a remote fashion (inbound or outbound calls, email, or chat.)  
  • Demonstrated analytical, accuracy, and problem-solving skills within a high-volume work environment. Ability to clearly and effectively communicate verbally and in writing.   

 

OTHER SKILLS AND ABILITIES 

Ability to add, subtract, multiply, and divide in all units of measure, using whole number, common fractions, and decimals. Excellent verbal, written, and interpersonal communication skills with the ability to explain loan programs, loan terms, features, policies and benefits to members and business partners. Good organizational, time management, and problem-solving abilities. Ability to work a flexible work schedule Monday through Saturday from 7:30 am to 6:00 pm. Typing and data entry. 10-key calculator Microsoft Word, Excel, and Outlook; Symitar systems a plus. Thorough knowledge of Credit Union services and productsAbility to establish and maintain effective working relationships with other administrative officials and the publicAbility to apply interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and develop cooperative relationships with all levels of people throughout the organization. 

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is typically required to sit for long periods.  The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop, and reach with hands and arms. The employee will occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Core Competencies 

Every position at Credit Union of Colorado is grounded in our organizational Values and Core Competencies. These skills and behaviors guide how we work, collaborate, and deliver results. Click here to view our Values and Core Competencies on Atlas. 

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. 

Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.

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