Direct Loan Processor I - Wollborg Michelson Recruiting

Direct Loan Processor Specialist I

General Description

The Direct Loan Processor Specialist I is responsible for providing prompt, efficient, and accurate service from the application stage through the funding process for consumer loans. This role involves managing a high volume of inbound and outbound loan-related calls, supporting member service and branch employees with complex loans, and ensuring compliance with relevant laws and regulations.

Tasks, Duties, and Functions

• Understand state and federal laws related to credit union compliance, including bank secrecy and anti-money laundering laws.
• Manage a high volume of loan-related calls and applications.
• Continuously develop problem-solving skills to improve department performance.
• Foster a positive work environment by actively listening and responding to member and coworker needs.
• Analyze data, research, collect documentation, and prepare loan documents with minimal errors.
• Obtain and verify DMV documentation to record liens on loan collateral.
• Collaborate with peers across departments during the loan application process.
• Audit operational documents to ensure compliance, accuracy, and authenticity.
• Maintain knowledge of lending policies and procedures.
• Conduct email correspondence, answer chat queries, and assist with escalated calls and branch emails.
• Identify and mitigate potential fraud and suspicious activity.
• Conduct member interviews, perform financial calculations, and gather information to satisfy loan conditions.
• Prepare loan documents for signing and disbursement.\
• Develop critical thinking skills to enhance departmental performance.
• Monitor emails and chats, collaborate in real-time, and respond promptly.
• Participate in video conferencing and online meetings.
• Provide effective communication to aid employees and follow up on member inquiries.
• Deliver exceptional customer service to members, dealerships, and finance companies.
• Perform other tasks as assigned.

Physical Skills, Abilities, and Exertion

• Experience in a busy call center environment preferred.
• Strong multitasking skills with attention to detail and accuracy.
• Exceptional verbal and written communication skills.
• Ability to handle pressure and remain calm in challenging situations.
• Efficient work style to manage high call volumes while maintaining quality support.
• Empathetic and friendly approach to establish positive rapport with customers.
• Excellent organizational skills for multitasking and managing various duties.
• Knowledge of DMV titling and lien filing is a plus.
• Familiarity with Microsoft Office programs.
• Ability to identify and mitigate potential fraud and suspicious activity.
• Initiative-taking with a can-do attitude.
• Experience with auto and personal loans is a plus.
• Prolonged sitting with occasional mobility required.
• Corrected vision and hearing within normal range.
• Ability to lift 15 lbs. as required.
• Occasional movement throughout the department to interact with staff.

Qualifications

• High school diploma or equivalent required; some college preferred.

• 3 years in a fast-paced call center or similar environment with high call and loan processing volume.

**Note:** This job description is not exhaustive and may include other duties as assigned by the supervisor.

Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one’s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one’s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.