Direct Loan Processor I

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

THE DETAILS

Job Code:

11220

Grade:

15H

Status:

Non-exempt

POSITION AND PURPOSE

The Direct Loan Processor I is responsible for providing timely, accurate, and compliant end-to-end support for consumer loan applications from intake through funding. The position supports a high-quality member experience while assisting in the mitigation of operational and regulatory risk to the credit union.

This position manages a high volume of inbound and outbound loan-related contacts while progressing multiple loan applications at various stages, frequently under tight timelines and competing priorities. The incumbent is expected to actively listen, assess member needs, resolve inquiries, and professionally de-escalate concerns. The role also provides guidance and technical support to Member Service Contact Center and Branch employees regarding complex loan scenarios, documentation requirements, system/navigation questions, and escalations requiring loan fulfillment expertise, from intake through funding.

The role requires strong verbal and written communication skills, sound judgment, and consistent attention to detail. The incumbent interprets and applies lending policies and procedures and applicable laws and regulations; maintains complete and accurate loan files; and escalates exceptions and risk concerns, as appropriate, to support compliant lending practices and efficient funding processes.

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 support the end-to-end processing of consumer loan applications, ensuring work is completed accurately, timely, and in compliance while delivering a positive and consistent member experience.

You are a detail-oriented and service-focused team member with strong communication skills, known for managing high volumes of work, resolving member inquiries, and maintaining accuracy in a fast-paced environment.

You take ownership of your work by partnering across teams, applying lending policies and procedures, and identifying and escalating risks or issues to support efficient processing and compliant loan fulfillment.

THE WORK

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Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.

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Manage a high volume of inbound and outbound loan-related calls effectively and simultaneously manage loan applications.

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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 company'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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Audit various operational documents, including executed loan documents, and reports to ensure proper procedural compliance, accuracy, and authenticity.

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Maintain a working knowledge of Golden 1 lending policies and procedures to ensure compliance.

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

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Identify and mitigate potential fraud, suspicious activity, and identity theft.

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Conduct member interviews, perform financial calculations and analysis on Proof of Income, and gather information to satisfy loan conditions in order to determine suitability for loan funding.

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Prepare loan documents and send them to members for signing and prepare approved loans for disbursement accordingly.

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Constantly develop critical thinking skills and enhance departmental performance.

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Monitor Outlook emails and TEAM chats efficiently, quickly collaborate in real-time, and respond promptly.

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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 Web Messaging or phone 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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Some college preferred

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3+ years in a fast-paced call center environment or work environment with high call volume and loan processing volume , handling complex situations with direct consumer contact required

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Consumer loan processing experience is a plus preferred

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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.

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.