Position Summary: The Consumer Loan Consultant serves as the primary point of contact for members throughout the consumer lending process, delivering exceptional member experience while helping members achieve their financial goals. This position is responsible for interviewing members, identifying lending solutions, originating consumer loans, and gathering all documentation necessary for loan processing and funding.
Consumer Loan Consultants manage loan applications received through remote channels, including phone, online banking, and mobile applications. They partner closely with loan processors and underwriters to ensure applications move efficiently from origination to funding while maintaining regulatory compliance and superior member service.
In addition to originating loans, Consumer Loan Consultants actively identify opportunities to deepen member relationships through referrals, cross-selling, and consultative financial conversations.
Essential Functions and Responsibilities:
· Member Experience
o Serve as the primary point of contact throughout the member's lending journey.
o Conduct thorough loan interviews to understand members' financial needs and recommend appropriate lending solutions.
o Deliver exceptional service through timely communication, professionalism, and proactive follow-up.
o Educate members on loan products, lending requirements, and the application process.
o Build trust and strengthen long-term member relationships.
· Loan Origination
o Originate consumer loans, including, but not limited to:
§ Vehicle loans
§ Personal loans
§ Credit cards
§ Home equity loans and home equity lines of credit (HELOCs)
o Manage loan applications received through telephone, online banking, and mobile banking channels.
o Ensure loan applications are complete, accurate, and ready for processing.
o Collect and verify required documentation needed for underwriting and funding.
o Coordinate with processors and underwriters to facilitate efficient loan closings.
o Maintain ownership of each application from initial member contact through funding.
· Sales and Relationships Development
o Meet or exceed established production goals, including loan originations.
o Identify new lending opportunities through consultative conversations.
o Generate referrals for additional credit union products and services.
o Cross-sell products that enhance the member's financial relationship with the credit union.
o Support organizational growth by expanding member relationships while maintaining a member-first approach.
· Operational Excellence
o Maintain a high level of accuracy and attention to detail.
o Manage multiple loan applications simultaneously while meeting service level expectations.
o Respond to inbound phone calls as part of the department's phone queue.
o Maintain responsiveness to member inquiries through phone, email, and other communication channels.
o Effectively prioritize workload in a fast-paced environment.
· Compliance and Risk Management
o Ensure compliance with all applicable federal and state regulations, credit union policies, and lending procedures.
o Maintain accurate documentation and complete required disclosures.
o Protect confidential member information and adhere to security standards.
o Stay current on lending guidelines, products, and regulatory changes.
· Call Federal Credit Union Success
o Display flexibility regarding scheduling and foster a spirit of cooperation to ensure team success.
o Actively support members and community events by representing the organization to foster positive relationships and community engagement.
o Advocate and demonstrate the credit union's brand values and mission.
o Other duties as assigned
Qualifications:
· Minimum of two (2) years of consumer lending experience within a financial institution.
· Knowledge of home equity lending preferred.
· Excellent interviewing and consultative sales skills.
· Strong verbal and written communication abilities.
· Exceptional customer service and relationship management skills.
· Ability to analyze financial information and recommend appropriate lending solutions.
· Strong organizational and time management skills.
· Ability to manage multiple priorities while maintaining accuracy.
· Ability to work independently and collaboratively within a team environment.
· Proficiency with lending systems, Microsoft Office, and digital communication tools.
· Commitment to confidentiality, professionalism, and regulatory compliance.
· Acceptable background check; credit, criminal and insurance
Environmental Factors and Physical Requirements:
This position requires the employee to work indoors in a typical office environment. While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations, and the ability to stand, walk stoop, kneel, crouch and manipulate (lift, carry, move) light to medium weights of 1-25 pounds. Requires good hand-eye coordination, arm hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The employee frequently is required to sit, reach with arms, talk and hear.
Location: 4235 Innslake Drive, Glen Allen, VA 23060
Hours: Monday - Friday 8:30 am - 5:00 pm
Residency within the Commonwealth of Virginia is required.
Benefits:
Medical Insurance
Dental Insurance
Vision Insurance
Voluntary Life
Pet Insurance
HSA/FSA/DCA
Accident Insurance
Critical Illness Insurance
401K with generous employer contribution
Company Paid Benefits Include:
Group Life Insurance
Short-term Disability
Long-term Disability
HSA Employer Contribution and Matching
Employer Paid HRA
Parental Leave
10 Paid Holidays
Birthday Off with Pay
Paid Community Service Time
PTO
Flexible work from home options available.
Call Federal Credit Union is a not-for-profit financial cooperative serving more than 27,000 members across Central Virginia. Founded in 1962 by employees of Philip Morris, we are committed to making a positive impact on the lives of its members and the community by providing practical solutions, exceptional service, and expert know-how. Guided by our core values of authenticity, collaboration, innovation, and optimism, we continue to grow while remaining true to our mission of people helping people.
Membership is open to anyone who lives, works, worships, or attends school in the Greater Richmond region - our home since 1962. We take great pride in giving back to our community, offering financial support, volunteer hours, and other resources to the charitable organizations we love; the ones that make a difference in the lives of our friends, family, and neighbors, including the Children’s Museum of Richmond, Bett2gether, SOAR365, Children’s Hospital of Richmond and more.
Please note that contact around your application will be through email.
Call Federal is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.