Digital Consumer Lending Spec

Job Title

Digital Consumer Lending Specialist (Specialist)

Job Description

The Solution Center is a virtual lending center offering clients the ability to interact with the bank utilizing chat, phone, mobile and online channels. The primary responsibility of the Digital Consumer Lending Specialist (Specialist) is to provide superior customer service for each client interaction. The Specialist must maintain a positive attitude, be a team player and supportive of the Mission, Vision and Values of Old National Bank. A Digital Consumer Lending Specialist is focused on building full financial relationships with Old National Bank clients with the primary focus on consumer lending.

Location

We have flexibility within our footprint for possible locations

Hours

Monday - Friday 8:00am to 5:00pm

Saturday Rotation - 8:00-Noon

Salary Range

The salary range for this position is $18.25/Hr. - $29.75/Hr. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.

Key Accountabilities

Develop and grow client and prospective client relationship:

• Shows a dedication to delivering a superior customer experience with each client regardless of the request.
• Builds strong relationships with clients by understanding their complete financial profile and making recommendations for additional products and services that will help the client and grow the relationship.
• Consistently identifies product and service referrals across all bank business lines which benefit our clients ensuring a warm handoff to the appropriate partner.

Achieve Sales and Service Targets:

• Demonstrates a strong support and focus on the goals of the Solution Center and directs efforts towards meeting them.
• Displays the highest level of knowledge and expertise in consumer lending through completing and processing lending applications which includes understanding underwriting needs of complex consumer lending products.
• Supports the Solution Center service level goals through balancing loan inquiries (leads), loan applications, and fielding client chats and calls in queues as assigned.

Operations Oversight:

• Acquires and maintains knowledge of all regulatory, compliance and company policies and procedures. Attends and completes required compliance training. Performs job responsibilities following all regulatory, compliance and company/Old National Bank policies and procedures.
• Consistently delivers on call evaluation metrics aligned with providing a superior client experience and displaying highest level of knowledge and expertise in consumer lending.
• Collaborates with the Solution Center team by sharing success stories and ideas, tips and coaching that could improve the effectiveness of each Specialist.
• Develops strong relationships and partnerships with banking center bankers and operational teams.
• Performs account maintenance requested by clients and management within specified authority.
• Meets attendance and scheduling requirements for required shirts including Saturday rotations.
• Performs other duties as assigned.

Key Competencies for Position

Delights Clients:

• Continuously seeks and applies knowledge leading to a best?in?class client experience:
• Passionately serves internal/external clients with excellence.
• Maintains a growth mindset staying current with developments and trends in areas of expertise client satisfaction both internally and externally.
• Understands data, metrics and/or financial information, and how they tie to client satisfaction and business outcomes related to position, client and/or team.
• Nurtures client relationships by listening, prioritizing, and acting responsibly to meet client needs, mitigate risk and add shareholder value.

Compelling Communication:

• Openly and effectively communicates with others:
• Effectively and transparently shares information and ideas with others.
• Tailors the delivery of communication in a way that engages the audience and that is easy to understand and retain.
• Unites others towards common goal.
• Asks for others' opinions and ideas and listens actively to gain their support when clarifying expectations, agreeing on a solution and checking for satisfaction.

Develops Talent:

• Strengthen your abilities for today and beyond:
• You Own You You own your development and career.
• Actively assesses self by leveraging feedback to enhance knowledge, skills and behavior.
• Leverages own strengths and those of team members to meet individual and team goals supporting both internal and external client needs.
• Continuously develops self for current and future roles.

Qualifications and Education Requirements

• Bachelor's degree in business and/or finance preferred or equivalent work experience.
• Minimum of 2 to 3 years consumer lending experience. Call center experience.
• 3 to 5 years of banking experience preferred.
• Ability to cross-sell new and existing bank products and services while providing a superior customer experience through relationship banking.
• NMLS required.
• Proficiency with Microsoft products and Bank software products.

Company Culture

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.