Consumer Lending Flex Specialist I/II/III

Consumer Lending Flex Specialist

Under direction of the Vice President of Consumer Lending, this position supports consumer loan funding for the Consumer and Indirect Lending channels. It is responsible for processing and funding loans by performing audits, verifying employment and income, resolving funding delays, creating new accounts and loans, disbursing funds, and preparing documents for imaging. The role delivers excellent service consistent with credit union standards and ensures compliance with established policies and procedures to support organizational goals.

Incoming/Outgoing Phone Calls or Emails: 50 to 150 daily

Initial Contact on Assigned Applications: 10-15 Borrowers daily

Funding Package Processing and Auditing: 5 to 15 daily

DMV Package Processing: 10-20 weekly

New Accounts and Loan Fulfillment: Per CCCU Operating Plan or Market Volumes

Loan Protection Product Sales: Per Operating Plan

Loan Audit Quality Requirements: Minimal errors; consistently within internal audit tolerance

Report Generation: 1-3 reports weekly (CLFS II and above)

The incumbent reports directly to the Vice President of Consumer Lending. There are no direct reports to this position.

Acts as a subject matter resource and cross-functional partner for both Consumer Direct and Indirect Lending funding operations.

Processes and funds consumer loans submitted through various delivery channels to include autos, recreational vehicles, motorcycles, personal loans, credit cards, and indirect autos received from participating Dealers. Opens new accounts for non-members according to the established guidelines, when necessary.

Demonstrates the ability to independently perform, support, and troubleshoot funding activities across both Consumer Direct and Indirect Lending, while providing coaching, guidance, and technical expertise to staff, dealerships, and business partners.

Exercises independent judgment within established lending policies, procedures, and funding authority limits to evaluate funding exceptions, resolve documentation deficiencies, prioritize multiple funding priorities, and determine appropriate courses of action.

Escalates or recommends solutions for situations outside established parameters while balancing member service, operational efficiency, and risk mitigation.

Handles incoming and outgoing phone calls to assist Borrowers, internal credit union staff, Leasing Companies, Lien Holders, and Auto Dealership Staff. In addition, clearly communicates via alternate channels such as email and web chat when appropriate.

Performs thorough pre-funding reviews and pre-funding package audits to mitigate risk and avoid Dealer or Borrower misrepresentation. Gathers required items and reviews thoroughly to ensure all documentation is present, accurate, and authentic. Confirms that information is consistent with Loan Officer Approval, verifies that DMV paperwork reflects CCCU as Lien Holder of collateral, and satisfies all stipulations prior to funding. In cases where items are missing or inconsistent, makes contact to obtain or sends funding delay notifications.

Performs basic Proof of Income (POI) via non-tax return items such as a pay stub or direct deposit. When necessary, performs Verification of Employment (VOE) inquiries by phone, email, or fax.

Offers credit union protection products. Ensures applicable qualifications are met, completes forms and disclosures, issues policies through appropriate vendor sites, and collects funds for General Ledger deposit.

For indirect deals where the contracted rate is lower than the approved rate, calculates buy-down and communicates figures to dealership for approval.

Prepares new account and loan documents for Borrower signatures via in-branch appointments or DocuSign. Ensures all documents are accurate and complete.

Disburses loan proceeds via Cashier's Check, deposit to internal account, or ACH transmittal. Notifies Borrower or dealership via phone, email, fax, or web chat of loan funding completion.

Generates ACH Funding Notices and forwards to dealership's Business Office via fax or email to confirm loan funding completion.

Generates barcodes and prepares membership and loan documents for imaging.

For collateralized loan fundings, accurately processes DMV documentation, ensuring that CCCU is listed as Lien Holder. Completes internal checklists and forwards to the Loan Servicing department within expected timeframe.

Issues DYD checks to qualifying members by verifying approval information, confirming that all stipulations have been satisfied, and printing proper disclosures for branch staff.

Performs post-funding audits. Ensures that loan record information matches the Purchase Contract, identity was properly verified by Dealer, all documents are properly endorsed by Borrower and Dealer, and account information matches Membership Agreement and Credit Application documents.

Provides in-house Indirect Lending Program Dealers with accurate 10-day payoffs on trade-in units currently financed through CCCU.

Performs necessary steps to ensure Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) compliance to reduce risk to the credit union.

Maintains accuracy within established expectations. Performs assigned work with minimal errors, avoiding negative impact to Dealers, Borrowers, internal staff, or CCCU's financials and reputation.

Meets or exceeds established service levels and organizational goals per the credit union's Operating Plan.

Maintains a thorough knowledge of loan documents, products, credit union services, systems, delivery channels, policies, and procedures.

Makes recommendations for workflow efficiencies or procedure enhancements.

Performs other relevant administrative duties as required.

Funds consumer loans included in the credit union's pilot loan programs, including Go Green, SafetyLine, etc. Works with dedicated program sponsor or Contractor to ensure loan requirements are met; images all documentation.

Gathers needed documents for ongoing monthly Dealer Due Diligence. Maintains report and images received items using appropriate barcodes.

Assists with the review and/or development of training materials and scheduled shadowing sessions for Branch or MSC staff. Participates with materials review and lending-related training courses facilitated by L&QS.

With management's approval, places department supply orders remaining within pre-established budget guidelines.

Performs business development activities by proactively contacting Branch or MSC staff by phone, email, or in person to promote collaboration on daily operations, training, or special credit union projects. For indirect lending, performs business development activities by proactively contacting dealership staff by phone, email, web chat, or in person to increase loan funding volume.

Obtains incoming negotiated DYD checks. Reviews presented draft to ensure compliance with approved application; approves or rejects payment. Gathers required items, funds loan, and images all documentation.

Participates in inter-departmental cross-training activities. Observes, takes notes, reviews provided procedures, and be able to assist in alternate job duties during high-volume or short-staffed time periods, as needed.

Works with potential dealerships for inclusion in CCCU's in-house Indirect Lending program. Gathers documents, completes Due Diligence Checklist, analyzes data, and forwards to lending management for approval.

Participates in department projects and process improvement initiatives that enhance service quality, operational efficiency, lending volume and member experience.

Exercises responsible stewardship of organizational resources and provides recommendations that contribute to department efficiency and operational objectives.

Regularly sustains high volume monthly production with superior accuracy.

The Eight Superpowers 'Core Competencies'

Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.

Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.

Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.

Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles.

Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.

Applies creative problem-solving to provide clarity, handle resources under one's control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers.

Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and values the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company's success.

Values and shows appreciation for the unique qualities and experiences of each person- inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility, and fairness. Makes each employee feel valued and supported for their unique qualities.