Job Description
Job Description
Member Service Center Lender
The primary purpose of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in our community,” by delivering outstanding service to both internal and external members.
The Member Service Center Lender is responsible for generating consumer loan applications through inbound calls, outbound follow-up, online applications, and the indirect lending channel. This role focuses on member engagement, gathering application information, identifying lending needs, and moving applications forward for processing. The position is part of a fast-paced call center and digital origination environment.
Community Credit Union of Florida is an Equal Opportunity Employer and supports a drug-free workplace.
ESSENTIAL DUTIES
Origination & Sales
- Handle inbound loan inquiries via phone, online applications, email, and digital channels.
- Conduct outbound follow-up with members and applicants to gather information and encourage application completion.
- Generate consumer loan applications for auto, personal, credit card, and other consumer lending products.
- Participate in indirect lending workflows by receiving and engaging applications submitted through dealer partners.
- Offer ancillary products when meeting with members needs
- Promote cross-sell opportunities during member interactions.
Member Experience
- Deliver professional, friendly, and consultative service across all communication channels.
- Assist members with completing online applications and understanding available loan options.
- Respond to member questions about loan terms, rates, and requirements (within approved guidelines).
- Resolve basic inquiries or escalate concerns as needed.
Pipeline & Queue Management
- Monitor personal queues for phone calls, online applications, indirect applications, and follow-up tasks.
- Ensure timely contact and movement of applications through the origination process.
- Handoff completed applications to underwriting/processing teams according to procedure.
Systems & Operational Responsibilities
- Accurately enter application data into the LOS and CRM systems.
- Follow all procedures related to direct and indirect origination.
- Maintain compliance with applicable lending regulations and internal policies at the origination stage.
ENVIRONMENT AND PHYSICAL ACTIVITY
The environment for this position is an open, non-confined office-type setting that is clean and comfortable, where the incumbent is free to move about at will. It may include some minor annoyances such as noise, odors, drafts.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to spend time writing, typing, speaking, listening, lifting (up to 25 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting for long periods of time (up to 8 hours), pulling, walking, standing, squatting, kneeling, and reaching.
The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, calculator, computer terminal, personal computer, and related printers.
MENTAL DEMANDS
The incumbent in this position must be able to read documents or instruments, perform detailed work and problem solve; possess excellent member contact and verbal and written communication skills; have strong math and analytical reasoning skills; and the ability to effectively handle stress, multiple concurrent tasks, and constant interruption
POSITION REQUIREMENTS
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of education and experience to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
- 1–2 years of experience in consumer lending, call center sales, or similar member-service environment.
- Credit Union experience preferred.
- Experience with loan origination systems and call center technology preferred.
- Strong communication, customer service, and sales skills.
- Ability to work in a high-volume, fast-paced environment.
The incumbent must be able to perform this position safely, without endangering health or safety to the individual or others.
Management reserves the right to change this position description at any time according to business needs.