Consumer Loan Assistant

Consumer Loan Assistant

Position Summary

The Consumer Loan Assistant supports the credit union’s consumer lending operations by assisting members throughout the loan application, documentation, closing, and funding processes. This position gathers and verifies information, prepares loan documents, maintains accurate records, and provides prompt, courteous service to members and internal staff.

The Consumer Loan Assistant helps ensure that loans are processed accurately, efficiently, and in accordance with credit union policies and applicable laws and regulations. This position does not independently approve or decline loans unless that authority has been specifically delegated.

Essential Duties and Responsibilities

• Assist members with consumer loan applications, including vehicle, personal, recreational vehicle, share-secured, and other consumer loan products.
• Explain available loan products, application requirements, rates, terms, fees, payment options, and next steps.
• Review applications for completeness and obtain required supporting documentation.
• Verify member identity, income, employment, insurance, collateral, and other application information.
• Order credit reports, collateral valuations, title information, and other documentation as authorized.
• Enter and maintain accurate loan information in the credit union’s lending and core-processing systems.
• Prepare loan documents and disclosures for approved applications.
• Review documents for accuracy, proper signatures, and compliance before funding.
• Coordinate loan closings, disburse approved funds, and communicate with members, dealerships, insurance providers, and other authorized parties.
• Process lien and title documentation and follow up on missing or outstanding items.
• Monitor the loan-processing pipeline and provide timely status updates to members and lending staff.
• Identify opportunities to meet additional member needs and make appropriate referrals without using high-pressure sales practices.
• Protect confidential member information and follow all information-security and privacy procedures.
• Assist with loan files, reports, audits, quality-control reviews, and record retention.
• Provide administrative support to loan officers, underwriters, and lending management.
• Maintain knowledge of the credit union’s products, policies, procedures, and lending systems.
• Perform other duties consistent with the position as assigned.

Member Service Expectations

• Provide friendly, professional, and accurate service through in-person, telephone, and electronic channels.
• Communicate loan requirements and decisions clearly while protecting confidential information.
• Respond to member questions and follow-up requests within established service standards.
• Treat members fairly and consistently and help create a positive borrowing experience.

Compliance Responsibilities

The Consumer Loan Assistant must perform assigned duties in accordance with credit union policies and applicable requirements, which may include:

• Equal Credit Opportunity Act and Regulation B
• Fair Credit Reporting Act
• Truth in Lending Act and Regulation Z
• Military Lending Act
• Servicemembers Civil Relief Act
• Bank Secrecy Act and anti-money-laundering requirements
• OFAC requirements
• Member privacy and information-security requirements
• Applicable state lending, title, and lien laws

The employee is expected to complete required compliance training and promptly report suspected fraud, policy violations, or unusual activity through the credit union’s established procedures.

Required Qualifications

• High school diploma or equivalent.
• One year of experience in financial services, lending, banking, credit union operations, or customer service.
• Strong attention to detail and ability to work accurately with financial and legal documents.
• Effective verbal and written communication skills.
• Ability to organize multiple applications, deadlines, and follow-up activities.
• Proficiency with standard office software and the ability to learn lending and core-processing systems.
• Ability to maintain confidentiality and exercise sound judgment.
• Ability to provide equitable, respectful service to a diverse membership.

Preferred Qualifications

• Previous consumer loan processing or loan documentation experience.
• Experience working in a credit union or community financial institution.
• Familiarity with consumer credit reports, debt-to-income calculations, collateral documentation, titles, and liens.
• Knowledge of consumer lending regulations and loan-origination systems.

Physical and Work Requirements

This position generally requires extended periods of computer and telephone work. The employee must be able to communicate effectively, review electronic and paper records, and occasionally move materials weighing up to [weight] pounds. Reasonable accommodations may be provided to qualified individuals with disabilities.

Performance Measures

Performance may be evaluated based on:

• Accuracy and completeness of loan files
• Application-processing and funding turnaround times
• Member service quality
• Timeliness of follow-up
• Compliance with lending policies and procedures
• Audit and quality-control results
• Teamwork and reliability

Telcoe has been in business over 75 years and prides itself on delivering exceptional customer service in the financial services industry.