Direct Loan Processor II

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

11219

Grade:

16H

Status:

Non-exempt

POSITION AND PURPOSE

As a Direct Loan Processor II, your primary objective is to independently manage end-to-end consumer loan processing – from initial application through funding – while delivering prompt, accurate, and compliant service to members and internal partners. This role requires strong working knowledge of consumer lending products, documentation, and regulatory requirements, as well as the ability to evaluate risk indicators, resolve exceptions, and coordinate across multiple departments to ensure timely, accurate loan fulfillment.

You are responsible for handling a high volume of complex inbound and outbound loan-related calls and digital inquiries while simultaneously managing an active pipeline of loan applications. In a fast-paced environment, you are expected to apply sound judgment, actively listen, identify root causes, and provide clear guidance to members and co-workers regarding loan requirements, conditions, documentation, and next steps. You serve as a subject matter resource for Member Service and Branch employees by taking ownership of complex file issues, resolving exceptions, and driving timely completion through funding.

Success in this role requires advanced verbal and written communication skills, strong attention to detail, and consistent adherence to credit union policies, procedures, and applicable state and federal regulations (including BSA/AML and fraud prevention standards). You are accountable for maintaining documentation integrity, meeting service-level expectations, minimizing operational risk, and ensuring loans are prepared and funded accurately to support member experience and organizational objectives.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You independently manage the full lifecycle of consumer loan processing from application through funding, ensuring accuracy, timeliness, and compliance while delivering a strong member experience.

You are a detail-oriented, dependable lending professional with strong judgment and communication skills, known for managing a high-volume pipeline, resolving complex issues, and maintaining high standards of quality and compliance.

You take ownership of your work by proactively managing loan files, collaborating across teams, identifying risks or exceptions, and using critical thinking to drive solutions that support efficient processing and positive outcomes for members and partners.

THE WORK

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Maintain and apply a thorough working knowledge of state and federal laws, regulations, and internal policies related to consumer lending and credit union compliance, including BSA/AML, OFAC, privacy requirements, and fraud/identity theft prevention practices relevant to the role.

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Manage a high volume of inbound and outbound loan-related calls and messages while simultaneously progressing multiple loan applications; prioritize workload to meet established service levels, accuracy targets, and funding timelines.

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Independently manage an active pipeline/portfolio of approximately 40–50 applications at any time (typically 75%+ vehicle-secured), ensuring proactive follow-up, timely condition clearing, accurate documentation, and end-to-end ownership through funding.

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Perform quality control reviews to support loan funding and operational audits, ensuring files meet documentation standards, lien perfection requirements, and regulatory/policy guidelines; identify exceptions, and drive corrective action to mitigate risk.

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Collect, analyze, and validate relevant financial and identity documentation (e.g., proof of income, stipulations, insurance, title/registration) to satisfy loan conditions; maintain effective member relationships by setting expectations and providing clear status updates.

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Participate in all department functions to help achieve objectives.

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Continuously develop yourself to solve problems and improve department performance.

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Foster a positive work environment by actively listening to and responding to member and co-worker needs with a courteous and helpful attitude.

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Analyze data, research, and collect documentation, and prepare loan documents with minimal errors.

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Obtain and verify required Department of Motor Vehicles (DMV) documentation to properly record the credit union's lien on loan collateral.

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Collaborate with peers across different departments to carry out key steps in the loan application process.

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Conduct supportive tasks including email correspondence, answering emails and TEAM chat queries, conducting consumer loan fulfillment audits, providing assistance on escalated calls and branch emails.

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Identify, investigate, and mitigate potential fraud, suspicious activity, and identity theft by recognizing red flags, validating documentation, applying due diligence standards, and escalating/referring cases in accordance with established procedures.

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Apply critical thinking and continuous-improvement practices to reduce errors, streamline processing steps, and improve member and employee experience; recommend process enhancements and share best practices with peers.

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Participate in video conferencing and online meetings while being comfortable in a virtual office culture.

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Provide effective oral and written communication skills to aid other employees and proactively follow up on member inquiries and concerns via approved communication channels taking care to ensure proper grammar and a professional tone.

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Provide exceptional customer service to Golden 1 members, dealerships, and outside finance companies.

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Perform other tasks as assigned.

QUALIFICATIONS

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H.S. Diploma or General Education Degree (GED) required

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, AA degree or some college preferred

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4+ years experience in a fast-paced lending or work environment with high loan processing volume with demonstrated ability to independently manage complex loan files, resolve escalations, and consistently meet quality, compliance, and productivity standards in a high-volume environment. required

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Strong multitasking skills with excellent mindfulness and accuracy.

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Exceptional verbal and written communication skills, including the ability to articulate technical information in a clear and concise manner.

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Strong knowledge retention and recall abilities to provide quick and accurate information to callers.

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Ability to handle pressure and remain calm in challenging situations with frustrated callers.

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Fast and efficient workstyle to accommodate high volume of calls while maintaining high quality customer support.

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Empathetic and friendly approach to gain members’ trust and establish positive rapport.

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Knowledge of DMV titling and lien filing is a plus.

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Familiarity with Microsoft Office programs.

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Ability to recognize fraud and identity-theft red flags and follow escalation procedures.

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Initiative-taking individual with a can-do attitude and a willingness to take on any task required to meet or exceed team goals and objectives.

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A collaborator with exceptional member service skills and a commitment to providing a positive experience for Golden 1 members.

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Knowledge of auto loans, and personal loans is a plus.

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The successful candidate has experience working in a high-volume call center environment with a proven track record of meeting established productivity and quality standards.

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Must be able to work weekends and evening schedules.

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None required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

Managers, Supervisors, branch staff, Member Services, Vehicle Services, back-office staff, peers, and all levels of leadership. Frequent routine and complex verbal and written communication with the following departments: Branch Network, IT Help Desk, Deposit Account Servicing, Fraud Management, Enterprise Development and Communications, Underwriting. Internal conversations are more research focused (e.g., fraud avoidance, loan corrections, and lost checks)

Assists MSS I, II, and II's, as well as Branch Management, in handling complex loan applications and escalations that need to be taken over and completed for fulfillment of the loan.

EXTERNAL:

Members, dealerships, and finance companies.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.