Loan Closer

Citadel's Loan Closer

Citadel's Loan Closer is an essential component in the development of a personal banking relationship with our customers through the inbound, outbound contact centers and Web delivery channels. The Loan Closer is expected to exceed our customers' expectations by providing Citadel Class Service during each interaction, delivering a positive banking experience.

The Loan Closer will use their knowledge of Citadel's products and services to identify and make recommendations that satisfy customer needs and to grow the value of the relationship. They will obtain and analyze pertinent financial and credit data to negotiate further any terms and conditions needed to meet the objective of both the applicant(s) and/or Citadel. Citadel places a premium on providing a high level of customer service, and our Consumer Lending team is expected to deliver on our Citadel Class Service pledge during every member interaction. This individual will also assist on promotions the Consumer Loan Division processes throughout the year.

The Loan Closer should maintain a working understanding of the regulations and internal rules as it relates to Consumer Loans. This position requires excellent verbal skills and communication regarding products and services.

Duties and Responsibilities

• Finalize all loan requests that originate in the Inbound Contact Center, Outbound Contact Center and Web
• Inform customers of application status and other options as appropriate
• Coordinate the closing process from origination to scanning, this includes setting up member closing in branch or through E-document channels
• Examine and verify all loan documents are complete and accurate. This audit can include, but is not limited to the following: original credit applications, loan contracts, proper assignment and endorsement of the contracts, verification of a valid driver's license, verify the signatures and that all documents are signed correctly in the required places, the accuracy of numeric calculations on the contracts, verification of qualifying membership criteria, verification of the approval sheet versus the contract, review of the MV-1/MV-4 or title to verify Citadel was listed as the lien holder, review of insurance documents, verification of the VIN number, verification of the collateral's value, and verification of income if requested by the loan officer.
• Fund finalized and audited loan requests
• Work closely with retail offices to schedule and assist with small business loan closings primarily business vehicles and business credit cards. The loan closer will finalize the loan and add the loan to Citadel's core system.
• Complete processing of all consumer loan promotions including notification, origination, documentation (if applicable), and creation of loan packets.
• Work closely with the loan officers to verify their approvals and stipulations.
• Recognize sales opportunities for all four product lines and proactively recommend appropriate financial options for the member with each interaction.
• Create and audit loan packets from documents uploaded into Lending 360. Will need to communicate with loan processors if documents are missing or are incorrect to get the issues corrected. Packets that are correct will be saved to a file that IT will sweep and upload into Synergy.
• Analyze Credit Bureau data to identify possible loan and auxiliary product sales
• Serve as the point of contact for questions involving the lending process and loan closings.
• Have extensive knowledge of all lending processes, procedures and regulations.
• Accurately complete customer transactions while maintaining confidentiality.
• Maintain strong knowledge of the auxiliary loan products such as Payment Protection, Warranty and GAP Insurances.
• Follow-up with declined members and recommend other products that may fit their needs.
• Act as a liaison for Contact Center loans with respect to the retail offices and Consumer Lending.
• Utilize strong listening, communication and problem solving skills while diplomatically handling and/or resolving member issues.
• Comply with all Consumer Lending policies, processes, and procedures.
• Have a good working knowledge of banking rules and regulations.
• Perform other duties as assigned which include, but not limited to Vehicle Title Administration and Document Control.
• Maintain good relationships with vendors and contacts throughout the organization

Qualifications and Education Requirements

• Two years of financial industry customer service experience required, Lending experience preferred
• Effective sales skills
• Excellent and effective verbal and written communication skills
• Possess an advanced knowledge of Citadel's products and services, especially loan products and services.
• High school diploma, or equivalency required.