Consumer Lending Origination Specialist - Rochester, NH

Origination Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Service Credit Union is seeking an Origination Specialist who will serve as the first point of contact for members seeking consumer lending solutions. This role is primarily responsible for guiding members through the loan application process from initial inquiry to contract preparation, ensuring a seamless and positive experience. The ideal candidate is detail-oriented, service-driven, and skilled at balancing relationship-building with compliance and operational accuracy.

Pay: Starting at $26.93 per hour. Flexible based on experience.

Hours: Full time, 11:30am – 8:00pm, rotating Saturdays.

Location: Rochester, NH

Benefits Include:

• Great health and dental benefits starting day one!
• PTO, long-term disability, and paid holidays.
• 401k with 8% company contribution after one year of employment.
• Paid leave policy after 12 consecutive months of employment.
• Free confidential mental health support program with Talkspace©
• Free identify theft protection through IdentityForce©
• Tuition reimbursement.
• Training and career growth opportunities.

The Day to Day:

• Assist members throughout the consumer loan journey, providing clear guidance and support from application to closing.
• Originate consumer loan applications accurately and efficiently.
• Respond promptly to inbound member calls, web messages, and email inquiries, delivering timely and professional service.
• Conduct regular outbound calls to members with approved loan applications to drive engagement, obtain required documentation, and improve pull-through rates.
• Promote and sell loan protection products, including Credit Life, Credit Disability, Guaranteed Asset Protection (GAP), and Mechanical Breakdown Protection (MBP).
• Product match additional loan and deposit (share) products to strengthen member relationships and meet individual and organizational goals.
• Meet or exceed established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). This includes, but is not limited to, productivity goals, average handle time, average speed of answer, interaction abandonment rates, loan origination volume, document generation efficiency, follow-up effectiveness, and pull-through rates.
• Ensure accuracy and completeness of all applications through a detailed and thorough review process.
• Comply with all lending policies, procedures, and applicable federal and state regulations.
• Deliver exceptional member service by utilizing active listening skills and a solution-oriented approach.
• Uphold a high standard of professionalism in all interactions.
• Strive for one-call resolution by proactively requesting and obtaining required documentation during the initial member contact.
• Prepare and distribute loan documents and contracts in a timely and accurate manner.
• Evaluate vehicle loan documentation in accordance with fraud prevention protocols, including validating dealership legitimacy and identifying potential risks.
• Apply investigative and analytical skills during the origination process to verify application information
• Maintain a thorough understanding of all lending policies, procedures, and current promotions.
• Effectively prioritize workload and manage time to meet departmental objectives in a fast-paced environment.
• Maintain strict confidentiality regarding credit union policies and procedures, member financial data, personal information, and internal matters.
• Foster positive working relationships by providing quality support to peers, management, and other staff through cooperation, mutual trust, and respect.
• Demonstrate commitment to departmental goals and proactively support team success.
• Collaborate with team members using a peer-to-peer approach to resolve questions and share knowledge.
• Adapt to changing responsibilities and provide support in other areas as needed; perform additional duties as assigned.
• Demonstrate critical thinking and problem-solving skills, with the ability to conduct independent research, leverage available resources, and develop effective solutions and recommendations.
• Demonstrate strong schedule adherence to meet service level expectations and support team productivity.

Experience & Qualifications:

• High school diploma or equivalent required; additional education or relevant industry experience preferred.
• Strong communication skills, both verbal and written.
• Proven ability to multitask and manage a high volume of member interactions.
• Detail-oriented with strong organizational and problem-solving skills.
• Ability to work in a fast-paced, goal-driven environment.
• Knowledge of lending regulations and compliance standards is a plus.

Service Credit Union and its employees are required by federal regulations to comply with anti-money laundering laws and initiatives, including the Bank Secrecy Act and regulations promulgated by the Office of Foreign Assets Control. Training will be provided to all credit union employees on compliance with these regulations. As a condition of employment, all employees must certify that they have received the training provided by Service Credit Union and understand that they are required to comply as a condition of employment with these regulations.

At Service Credit Union we celebrate our employees' diverse backgrounds, ethnicities, gender identities, spiritual practices, abilities, and all the other traits that make us individuals. We follow the adage of treating others how we want to be treated while striving for understanding. Together, we create a unique credit union capable of serving our member's needs with the same respect, empathy, and kindness we give each other.