Position Purpose

Upholds the Credit Union’s mission of “Doing the Right Thing” by assisting members in person, by e-mail, and via telephone to meet all of their needs and requests in the areas of mortgage lending. Promotes all of our products and services in a professional and effective manner. Provides exceptional service by assisting Credit Union members and coworkers.

Essential Responsibilities

• Concentrates on building financial relationships with members, using a member advocacy approach.

• Continuously and effectively sells and services our product line, including but not limited to all types of mortgage loans. In addition, discusses and suggests other promotions and products including consumer loans, debt protection, and insurance to help meet the member’s needs. Makes member referrals to Member Service Representatives, Commercial Lending, and Financial Solutions Representatives, including arranging member appointments.

• Maintains an effective working knowledge, including the technical aspects of the products listed above. Able to help members determine the suitability of those products.

• Initiates applications for all real estate loans, including adjustable and fixed rates.

• Ensures the accuracy, follow up, and maintenance of all types of accounts on the computer system.

• Interprets key documents for members based on our policies and government regulations.

• Corresponds with the membership on eligibility requirements for accounts and loans and denials of credit.

• Answers member questions as well as other employees’ questions concerning the broad range of Credit Union products and information.

• Assists in preparing procedures and documentation for the position, including meeting specific deadlines.

• May be required to open/close branch, following all applicable procedures and policies.

• May assist in training new employees.

• Responsible for projects or other duties as assigned by their Supervisor, AVP of Mortgage Lending, VP of Mortgage Lending or other management team members.

• Actively attends meetings and training sessions to remain up to date and be responsible for policies, regulations, procedures, products and legal requirements, including the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies and regulations.

Necessary Experience and Qualifications

• Ability to read, write, and comprehend detailed and technical instructions, short correspondence, and memos; the ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education.

• Ability to pass a federal criminal background check and be listed on the Federal Mortgage Loan Officer registry as required by the S.A.F.E. Act.

• Ability to operate an on-line computer terminal (including a good working knowledge of the core computer system, Nautilus, Encompass, Microsoft Office, and e-mail), typewriter, scanner, fax machine, and adding machine normally acquired through a basic course or one to three months of on-the-job experience.

• Working knowledge of the products, services, and procedures needed to process transactions as normally acquired through three-to-six months of on-the-job experience, at least one of which is with the Credit Union.

• Ability to concentrate on and pay close attention to detail for over 50% of work time. Must be able to closely examine documentation. Requires a high degree of accuracy.

• Analytical ability necessary to research and resolve member problems and determine the appropriate course of action.

• Interpersonal skills necessary to deal effectively and efficiently with a diverse group of members in various degrees of stressful situations. Requires strong communication/listening skills to deal diplomatically and effectively with sensitive situations. Demonstrates strong motivation and sales skills.

• Ability to exercise a high degree of independent judgment when addressing member concerns. Must be supportive of the overall business objectives.

Work Environment and Physical Requirements

• Office environment with moderate level of noise.

• Frequent use of telephone, copier, computer, fax machine and other office machines.

• Prolonged sitting or standing.

• Frequent mental and visual concentration.

The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Click the Learn more about Capital Credit Union link below for more information, as well as information on employee rights under the Family Medical Leave Act and the Employee Polygraph Protection Act.