The Consumer Loan Processor I is responsible for timely loan processing and disbursement, while ensuring loans are compliant with state and federal regulations/guidelines and the credit union’s policies and procedures. The person in this position is required to have a comprehensive knowledge of UWCU guidelines, policies and procedures related to the processing, booking and disbursement of direct vehicle loans (including add-on products GAP and MRC) and personal loans (i.e. Reserve Lines of Credit, Unsecured Installment Loans). The Processor I is responsible for the quality assurance of consumer loan applications, and have a developing knowledge in one or both of: indirect vehicle loans and/or home equity loans. They provide administrative and technical support to Consumer Lending staff and management, and are highly involved in process improvement and development including the dissemination of UWCU consumer loan processes to retail staff, third-party vendors and members.
The Consumer Loan Processor I must work with the member and the lender to develop, execute and meet mutually agreed upon expectations ensuring member satisfaction with their loan experience.
Must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of the Organization in a positive manner.
1) Consumer Lending Operations - 70%
a. Monitor loan operating system disbursement queue to maintain service level and to ensure timely funding and disbursement of loans.
b. Conduct quality assurance review of each consumer loan to ensure loan is accurate, complete and within all lending guidelines prior to funding.
c. Identify and document loan errors and communicate with lenders for error resolution.
d. Perform accurate disbursement of all loan proceeds through loan payoffs/payments, deposits to account, credit/debit of general ledgers and cashier’s checks.
e. Review core system to ensure the loan booking was completed in full. Manually complete
f. any portion of the booking process that did not occur due to errors in the loan application.
g. Manage timely receipt of loan documentation through email, fax, mail, DocuSign and interoffice mail, reviewing for accuracy, following up as needed with third party vendors, retail staff or members.
h. Review and verify loan paperwork received is accurate and complete. Scan and file loan documentation accurately, orderly and legibly into loan origination system or document storage.
i. Ensure compliance with loan and deposit regulations.
j. Complete Fulfillment requests via e-mail or CHARLIE form from the Lending Center and
k. Consumer Loan Sales Specialist teams in a timely manner.
l. Research returned mail and follow-up with members when necessary.
m. Maintain expert knowledge of vehicle lien recording process and documentation required to
n. accurately complete title and lien applications for each vehicle loan scenario.
o. Prepare direct vehicle loan documentation for closing and utilize DocuSign to facilitate
p. electronic document signing.
q. Perform daily balancing duties such as reviewing electronic journal and reconciling
r. department cashier’s checks.
s. Monitor a variety of reports for coupon book orders, missing documents and other data as
t. requested by department management.
u. Take ownership for change by analyzing, justifying and recommending changes in
operations to enhance productivity, improve service and create efficiencies.
v. Maintain working knowledge of UWCU consumer lending guidelines, policies and
w.Ensure that any exception to guidelines is documented in the loan application.
x. Maintain Loan Ops Wiki, updating procedures as processes are modified. Write procedures
as new processes are identified.
2) Provide Excellent Service - 20%
a. Answer phone calls from UWCU staff in a timely and professional manner. Demonstrate positive call quality behaviors listed on the Consumer Lending Call Quality Review sheet.
b. Provide education and guidance to retail staff and members on loan processes, procedures
and file requirements or conditions.
c. Respond promptly to inquiries. Determine appropriate course of action to be taken, partner
with other departments as necessary to resolve issues. Monitor the resolution process and
ensure follow-through occurs for all requests.
d. Respond to all email requests in a timely manner.
e. Communicate effectively with members. Utilize member’s preferred method of contact when
f. Obtain assistance for members from other departments/team members/Lending Center
g. Work collaboratively with lenders regarding error resolution.
h. Understand UWCU Critical Measures and impact of individual contribution.
i. Compose personalized, professional emails, letters, and other correspondence to UWCU
employees, members and vendors, seeking out opportunities to exceed expectations.
3) Contribute to Activities that Promote Individual & Organizational Success - 10%
a. Arrive promptly and prepared for staff meetings and trainings.
b. Show flexibility and willingness to adjust schedule including opening, closing and Saturday
c. Assume ownership for securing information communicated during personal absence.
d. Assume responsibility for personal development through training, collaboration and
e. Take initiative to participate in organizational projects or trainings that contribute to
department and organizational goals.
f. Consistently demonstrate initiative to support the organization by helping out in other areas
when needed and by seeking out training for self.
g. Exhibit professionalism in dress, language and tone.
To perform this job successfully, an individual must demonstrate regular, predictable attendance and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. The individual must be able to successfully pass background checks.
- 1 year experience financial institution required
- Lending experience preferred
- Must have strong oral and written communication skills
- Must have strong phone skills and etiquette
- Demonstrated excellent attention to detail
- Possess time management skills
- Exceptional customer service skills
- Demonstrated analytical, organizational and problem solving skills
- Strong knowledge of all Consumer Loan products and services
- General technical knowledge of lending practices including loan packages, closing process,
compliance, disclosures and other legal requirements
- Ability to understand and to adhere to UWCU consumer lending guidelines, policies and