Position Summary
The HELOC Loan Originator - Bilingual delivers an unexpected member experience by taking inbound and outbound calls from English- and Spanish-speaking members seeking home equity products at Credit Union of Texas. The role originates Home Equity Line of Credit (HELOC) and related real estate loan applications, educates members on competitively priced CUTX home equity solutions, and partners with processing, underwriting, and closing teams to move applications from initial inquiry through funded loan. Operating in a high-volume sales and service environment, the Loan Originator builds rapport and a network of referrals while meeting or exceeding monthly, quarterly, and annual production goals and maintaining full compliance with the SAFE Act, TRID, and CUTX policy.
Key Responsibilities
Loan Origination & Member Consultation
- Answer inbound calls and place outbound calls to members and prospects regarding HELOC, home equity, and related real estate products in both English and Spanish.
- Conduct needs-based conversations to identify the best CUTX home equity solution for each member's financial situation.
- Enter HELOC applications accurately into the loan origination system (Encompass, Symitar, and Salesforce) and ensure all required disclosures are issued within the TRID timeline.
- Communicate effective working knowledge of CUTX home equity and mortgage products, rates, terms, and qualification requirements.
- Meet or exceed monthly, quarterly, and annual production and conversion goals.
Pipeline Management & Member Communication
- Maintain ongoing communication with borrowers regarding application status and the supporting documentation required to advance the home equity request.
- Follow up with members and internal partners to keep applications moving within established cycle-time targets.
- Respond to HELOC-related questions from members and internal departments tactfully and courteously by phone, email, and other electronic channels.
- Provide bilingual (English/Spanish) member service, including translation of product information and disclosures discussions, within approved guidelines.
Documentation, Compliance & SAFE Act
- Maintain active MLO registration through the Nationwide Mortgage Licensing System and Registry (NMLS) in accordance with the SAFE Act.
- Apply CUTX loan policies, procedures, and Texas home equity lending rules, including requirements specific to homestead and real estate collateral.
- Ensure all required disclosures, including TRID early disclosures, are accurate, complete, and issued within regulatory timelines.
- Document all member interactions and application activity in the system of record sufficient to support audit and examination review.
Teamwork & Continuous Improvement
- Collaborate with processors, underwriters, closers, and branch partners to resolve disconnects and deliver a seamless member experience.
- Participate in pilots of CUTX-approved AI tools that support origination, member communication, and document handling; provide feedback and adopt approved enhancements.
- Complete additional duties as assigned by management.
Performance Outcomes & KPIs
Outcome | Primary KPI | Reporting Cadence | Target / Direction |
Loan Originator meets production targets for funded HELOC volume. | Funded HELOC Units / Volume vs. Goal | Monthly | 100% of assigned goal |
Applications convert efficiently through the pipeline. | Application-to-Funded Conversion Rate | Monthly | [Target — confirm with VP, Real Estate Lending] |
Members receive timely disclosures consistent with TRID. | TRID Early Disclosure Timeliness Rate | Monthly | 100% within regulatory timeline |
Members experience responsive service in their preferred language. | Average Speed to First Member Contact / Callback | Monthly | [Target] |
Origination files are audit-ready. | Audit-Ready File Rate — percent of files passing internal QC without material exception | Quarterly | ≥ 98% |
AI-augmented drafting and document outputs are reviewed by the Loan Originator before use with members. | Human-in-the-Loop Review Rate on AI Outputs | Monthly | 100% |
Qualifications
Education
- High school diploma or general education degree (GED) required.
- Associate or bachelor's degree preferred.
Experience
- Minimum one to two (1–2) years of similar or related experience in loan origination, loan processing, funding analysis, or consumer/real estate lending.
- Prior HELOC, home equity, or mortgage origination experience preferred.
- Prior credit union or community bank experience preferred.
- Prior call center or high-volume sales-and-service experience preferred.
- Prior experience using AI- or analytics-driven productivity tools preferred.
Licenses, Registrations, and Certifications
- Active registration with the Nationwide Mortgage Licensing System and Registry (NMLS) as a Mortgage Loan Originator under the SAFE Act (required; must be obtained or maintained as a condition of employment).
- Bilingual English/Spanish — must pass CUTX Spanish proficiency assessment.
- Valid Texas driver's license preferred.
Knowledge & Skills
- Working knowledge of Texas home equity lending requirements, including homestead and real estate collateral rules.
- Working knowledge of TRID disclosure timelines and consumer real estate lending regulations.
- Proficiency with loan origination and servicing systems (Encompass, Symitar, Salesforce) or comparable platforms.
- Proficiency with Microsoft Office (Word, Excel, Outlook) and standard call center / telephony tools.
- Accurate typing skills (minimum 40 wpm).
- Strong written and verbal communication skills in both English and Spanish, including courteous and professional telephone etiquette.
- Ability to calculate rates, percentages, interest, and basic loan figures accurately.
- Strong time management skills and the ability to manage a high-volume pipeline in a fast-paced environment.
- Strong attention to detail and documentation discipline.
Core Competencies
Competency | Proficiency Level | Why This Matters in This Role |
AI Literacy | Intermediate | The role uses AI-augmented productivity, communication, and document-handling tools (Tier 2) and is responsible for human-in-the-loop review on every member-impacting output. |
Member Centricity | Advanced | The role is often the member's first contact for a major financial decision; bilingual rapport, empathy, and clarity directly drive member trust and referral growth. |
Sales Effectiveness | Intermediate | The role carries individual production goals and must convert inbound interest into funded loans while matching members to the right product. |
Compliance Orientation | Advanced | SAFE Act, TRID, Texas home equity rules, and Fair Lending obligations apply to every application; errors create direct member and regulatory exposure. |
Operational Discipline | Intermediate | Accurate data entry, timely disclosures, and complete documentation are essential to a clean, audit-ready file. |
Communication (Bilingual) | Advanced | The role serves both English- and Spanish-speaking members across phone, email, and electronic channels and must convey complex lending concepts clearly in both languages. |
AI & Technology Expectations
AI-Augmented Workflows
The following workflows are AI-augmented in this role. The HELOC Loan Originator - Bilingual is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.
- AI-assisted member communication drafting — AI suggests email, follow-up, and status-update language (English and Spanish) for Loan Originator review and personalization.
- AI-assisted Spanish/English translation support for non-legal member communications, with Loan Originator validation.
- AI-assisted document extraction and triage — AI extracts structured fields from member-submitted income, identity, and property documents to pre-populate the loan origination system.
- AI-assisted call summarization and next-best-action prompts within approved CRM and telephony tools.
- AI-assisted knowledge retrieval on CUTX HELOC products, policies, and procedures via approved internal assistants (e.g., Sam).
AI Tier and Human-in-the-Loop Responsibility
This role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The HELOC Loan Originator - Bilingual retains accountability for any decision, communication, or member/employee-impacting action influenced by AI output, consistent with the CUTX Generative AI Usage Policy §3.4.
The HELOC Loan Originator - Bilingual is required to:
- Apply human-in-the-loop review on every AI-drafted member communication (English or Spanish) before it is sent.
- Validate AI-extracted application data against source documents before submitting the file to processing.
- Stop reliance on AI output and escalate immediately if the output appears inaccurate, biased, non-compliant, or outside the role's documented scope (Generative AI Usage Policy §3.5).
- Refrain from entering member non-public personal information (NPI), confidential CUTX information, or material non-public information into any AI tool not explicitly approved for that data classification.
- Complete all required AI training within thirty (30) days of hire and maintain currency on annual refreshers.
Approved AI Tools
The role is approved to use the following AI tools in performing essential functions (subject to the Generative AI Usage Policy and any tool-specific guidance issued by the AI Council):
- CUTX-approved internal AI assistants (e.g., Sam) for general productivity and approved knowledge tasks.
- Microsoft Copilot for office productivity (drafting, summarization, spreadsheet support).
- AI features embedded in CUTX-approved origination and CRM platforms (Encompass, Salesforce, Symitar) as released and approved by the AI Council.
- CUTX-approved translation and language-quality tools for non-legal member communications.
Use of AI tools outside this list requires prior approval from the role's department leader and the AI Council, per the Generative AI Usage Policy §4.
Prohibited AI Use
In addition to the prohibited uses defined in the Generative AI Usage Policy §3.6, the following are specifically prohibited in this role:
- Using AI output as the sole basis for any adverse member action, including a decision to decline, downgrade, or condition a HELOC application.
- Entering member NPI (full Social Security numbers, full account numbers, complete loan documents, income/tax documents) into any AI tool not explicitly approved for that data classification.
- Using consumer or unapproved AI tools to draft or translate required regulatory disclosures, TRID documents, or legal notices; these must be produced from approved templates and systems.
- Using AI to generate Spanish-language disclosures or legally operative documents without review through CUTX's approved bilingual disclosure process.
Compliance & Regulatory Responsibilities
Enterprise Compliance Obligations
The HELOC Loan Originator - Bilingual is responsible for all enterprise compliance obligations applicable to a CUTX team member, including BSA/AML, OFAC, USA PATRIOT Act/CIP/CDD, GLBA and the Safeguards Rule, Fair Lending laws (ECOA/Reg B, Fair Housing Act), UDAAP, Information Security and Acceptable Use, and the CUTX Code of Conduct.
AI-Specific Compliance Obligations
The HELOC Loan Originator - Bilingual is responsible for the CUTX Generative AI Usage Policy (TRAIGA / HB 149-aligned), the CUTX AI Playbook (including Tier 2 obligations applicable to this role), and Texas Responsible Artificial Intelligence Governance Act (TRAIGA / HB 149) requirements applicable to the role.
Role-Specific Compliance Obligations
- SAFE Act and Nationwide Mortgage Licensing System and Registry (NMLS) registration and renewal requirements applicable to Mortgage Loan Originators.
- Truth in Lending Act / RESPA Integrated Disclosure (TRID) requirements, including timing and accuracy of early disclosures.
- Texas Constitution Article XVI, Section 50(a)(6) and related Texas home equity lending requirements.
- Equal Credit Opportunity Act (ECOA / Regulation B) and Fair Housing Act (Fair Lending).
- Home Mortgage Disclosure Act (HMDA) data integrity at point of application.
- Gramm-Leach-Bliley Act (GLBA) privacy and safeguarding of member financial information.
- CUTX Real Estate Lending Policy and HELOC Procedures.
Working Conditions & Physical Requirements
This role is performed on-site at the CUTX Corporate Office in a call center environment. The work is sedentary in nature and involves extended periods at a workstation using a computer, telephone headset, and standard office equipment. Essential physical activities include the ability to remain stationary at a workstation for extended periods; use fingers, hands, and wrists for repetitive motions such as typing and operating a phone system; communicate clearly by phone and electronic channels in both English and Spanish; hear normal conversation; read and review printed and electronic documents for accuracy; and occasionally stand, walk, reach, stoop, or lift up to 10 pounds. The environment is climate-controlled with no hazardous or significantly unpleasant conditions. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this role, consistent with the Americans with Disabilities Act and CUTX policy.
Acknowledgement & Disclaimer
This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required, and CUTX reserves the right to modify, add to, or remove duties at any time as business needs require.
Employment with CUTX is at-will. This job description does not constitute an employment contract.