Consumer Loan Lender

Job Description

Job Description

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 the communities we serve ,” by delivering outstanding service to both internal and external members.  

The Consumer Loan Lender I 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. 

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.
• 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.

Core Competencies: Service, Compliance, and Teamwork  

• Demonstrates enthusiastic support of corporate mission, core values, and long-term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards, and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.
• Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises and meets all established service goals.
• Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects the opinions, abilities, and contributions of others, and conveys a willingness to assist and cooperate with others for the benefit of the organization.
• Assists in attaining established departmental goals and adhering to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines.
• Follows policy and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
• Performs other related duties as assigned and works on special projects as assigned. 

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 the 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.

This position operates within an open, non-confined office environment that is clean, comfortable, and allows the incumbent the flexibility to move about freely. While generally conducive to productivity, the environment may include minor distractions such as moderate noise levels, occasional odors, and drafts.

This role is structured as a hybrid position; however, eligibility for the hybrid work arrangement is available after the successful completion of an introductory period. Following this period, the position will combine both in-office and remote work. Employees are expected to report to the office as required based on departmental needs or at the request of management.

When working remotely, employees must maintain a workspace that is clean, organized, and free from distractions to ensure productivity and professionalism are upheld.

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.

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 have the ability to effectively handle stress, multiple concurrent tasks, and constant interruptions.