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Essential Job Functions

Serves as a Subject Matter Expert (SME) for all consumer lending processes and act as a lead for any questions submitted by Consumer Lending Experience Specialists, retail network, and all support areas.

Provides support and expertise to co-workers through problem resolution of escalated calls, monitoring and serving on applicable inbound ACD queues, and assisting with reviewing non-approved dealer exceptions and loan appeals.

Partners with the Organizational Development team to develop training for the Consumer Lending Specialist, which includes but is not limited to; credit reports, lifeguard products, outbound sales, conducting quality loan application interviews, enhancing the member experience, identifying mutually beneficial opportunities to add value with each interaction, and other components that will contribute to the department’s continued development.

Facilitates all training for new employees, including shadowing and systems set up, ensures a seamless transition into their new role and the department.

Provides coaching and feedback to Consumer Lending Specialists through evaluations and loan quality reviews.

Analyzes reports that identify trends, challenges, and opportunities for improvement in the delivery of service to members via the telephone and web channels, and complete periodic quality checks of active loan queues.

Recommends potential process improvements that increase efficiency, accuracy, and consistency to create the best possible member and employee experiences. Fulfill loan requests directly through online and electronic signature technology.

Demonstrates habits and behaviors consistent with brand guidelines, aimed at becoming the member’s lender of choice. Receive, manage, and process loan applications from multiple sources including phone, web, branch, and mobile applications.

Manages outbound loan campaigns including but not limited to; Preapproval, Loan Recapture, Indirect, Carvana and Member’s Auto Center.

Works with our Carvana and Member’s Auto Center partners to create processes and workflows for a seamless loan closing for members.

Performs all necessary follow-up communications with new or existing members electronically or by phone to secure a mutually beneficial relationship.

Fulfills loan requests directly through online and electronic signature technology.

Fosters strong relationships and help with the following:

Identifying additional opportunities to strengthen member relationships

Lifeguard product sales

Business Partner Referrals

Outbound Sales on targeted member opportunities

Demonstrate habits and behaviors consistent with brand guidelines, aimed at becoming the members’ lender of choice.

Originates equity loans and identify and refer 1st Mortgage business opportunities.

Assists members to determine the proper loan program, completing the loan application and gathering the necessary paperwork, including pay stubs, tax returns and bank statements.

Obtains and analyzes credit reports to determine member’s debt to income ratio and creditworthiness.

Acts as a relationship manager between Underwriting, Loan Support, Branches and Equity Processing team.

Performs other job-related duties as assigned.

Position Required Qualifications\nMinimum Education and Experience\nHigh School diploma or general education degree (GED). Two (2) years’ experience in a financial institution with consumer lending experience or a minimum of six (6) months as a Consumer Lending Specialist. Additionally, one (1) year experience training and supporting team members or supporting the onboarding process.

Knowledge, Skills, and Abilities\nKnowledge of computers and standard Windows software applications. Ability to type 45 words per minute. Ability to perform 10-key accurately. Ability to read, write, speak, and use proper grammar in English. Must register as an MLO. Ability to communicate in person, on the telephone, and through written business correspondence. Ability to interpret and analyze written reports, instructions, correspondence, and procedure manuals. Ability to speak effectively to members regarding sensitive inquiries or complaints. Ability to add, subtract, multiply, and divide whole numbers, decimals, and common fractions. Ability to calculate rates, ratios, and percentages. Ability to make decision based on training, commonsense understanding, and guidelines.

Licenses, Training, and Certifications Required\nIn compliance with the federal Secure and Fair Enforcement for Mortgage Licensing (S.A.F.E.) Act of 2008, Arizona Federal employees acting as Mortgage Loan Originators (MLO) must be registered with the Nationwide Mortgage Licensing System (NMLS). Prior to performing MLO duties, the registration process requires that applicants and/or current employees:

electronically apply for registration, providing personal and employment information;

submit fingerprints to the NMLS for an FBI criminal background check, and

receive clearance from Arizona Federal regarding that FBI background check.

Applicants with certain criminal convictions, including but not limited to crimes involving dishonesty or fraud, or crimes involving financial services or a financial service-related business, may not qualify for the MLO designation.

After successful registration, employees may perform the MLO functions. To maintain MLO registration and the ability to perform these functions, they must:

renew registration on an annual basis, and

update any changes to his/her registration information as needed.

The MLO’s registration and employment status will be available to the public on the NMLS Registry.

MLOs routinely handle confidential member information and have strict requirements for maintaining the confidentiality and non-disclosure of that information.

Preferred Qualifications\nNone.

Hybrid Work Environment and Physical Demands

Occasionally required to stand, walk, stoop, kneel or crouch.

Frequently required to sit.

Regularly required to use hands to finger keys accurately when using calculator machines or computer keyboards; reach with hands and arms.

Occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision, ability to adjust focus.

The noise level in the work environment is usually moderate.

NOTE: The job description is intended to be generic in nature. It is not an exhaustive list of all duties and responsibilities. Requirements listed in the above qualifications and physical requirements are representative of the knowledge, skill, abilities, physical demands, or work environment required or encountered that must be met by an employee to successfully perform each duty and each function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Employees who work from home must have business operational internet to complete work tasks and communicate via video call or chat messaging systems in a dedicated workspace.

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Sr. Consumer Loan Officer