Schedule Choice of: 9:45-6:45 with every other Saturday 1-10pm Mon-Fri 4 day schedule 9:30am-8:30pm (includes every Saturday - Tue, Wed, or Thursday day off) What You’ll Do Summary/Objective: Provide Service Excellence to members during all aspects of the loan origination process for Consumer Loans and Mortgages, as required. This includes answering general questions regarding loans in process, taking and processing applications, as well as answering general questions related to loans and the loan process. Taking additional call types will be required at times due to business needs. Must understand all DCU products, services, processes, and procedures. Proactively identify member needs and effectively cross sell appropriate products and services. Supports DCU’s mission, vision and business goals. Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Answer inbound phone calls in a high-volume contact center. Efficiently assist members with inquiries about DCU loan products, the application process and other calls related to loan questions. Proficiently originate and process consumer loan applications for automobiles, personal loans, and credit cards. Review credit reports and determine loan eligibility through automated underwriting and/or Loan Officer review. Review required applicant documentation including income verification, purchase agreements etc. Adhere to borrower/lender compliance requirements and DCU’s internal policies and procedures. Complete required trainings on compliance, DCU products/services and lending guidelines. Support DCU’s Success Sharing Goals by referring and cross selling other DCU products and services. Achieve job expectations for schedule adherence, call efficiency, sales goals and other metrics. Become registered through the Nationwide Multistate Licensing System to obtain Mortgage Loan Originator licensing. Answer general questions for and originate Mortgage and Home Equity applications. Participate in performance development by being receptive to constructive coaching feedback from Assistant Managers, Performance Leads and Senior Specialists Foster teamwork and strive to strengthen relationships between the Information Center Staff and staff in DCU’s support departments. Accurately process transactions, file maintenance and all other member requests. Make process improvement recommendations in an effort to improve the efficiency of operations in the Information Center and/or other areas of the Credit Unions. Perform other job-related duties as assigned or requested. Complies with regulatory compliance and assigned training requirements. What You’ll Need Education and Experience Requirements: High School diploma or equivalent 6 months prior contact center or 6 months lending experience required Additional Eligibility Requirements: Excellent communication and phone etiquette. Proficient computer skills and ability to learn new software. Strong troubleshooting, multitasking, organizational, and time management abilities. What We Do DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares. DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address. DCU is not currently offering Visa transfer/ sponsorship for this position. Expected Pay Range $21.50 - $24.10/hour