MSC Lending Advisor -Outbound

Why Join Apple?

Apple FCU is deeply rooted in the community; we value and embrace workplace diversity. We believe our employees are our most valuable asset, so we are committed to providing professional development and assisting in career journeys. Apple FCU also offers a robust benefits package, including health; vision; dental; 401(k) contribution match; tuition reimbursement; guaranteed 11 federal holidays; paid time off; paid volunteer time; TEAM Bonus plan and much more.

Additional Workplace Highlights:

• Named Top Workplaces by the Washington Post 2024
• Named American Banker Best Credit Unions to Work For 2024
• Diverse, friendly work environment, progressive management staff
• 21 branches in Northern Virginia with easy commuting distance

Job Summary:

Under general supervision, but following established policies and procedures, serves as a sales and service ambassador to Credit Union members and non-members through outbound call efforts, including phone calls and emails pertaining to consumer loan applications. Acts as a 'trusted advisor' by offering Apple products and services that meet members' financial needs. Achieves and strives to exceed sales targets. Completes all necessary paperwork to set up new loans, products, and services including processing loan applications. Makes recommendations for loan decisions. Answers questions concerning services provided by the Credit Union from members and staff. Must possess excellent interpersonal communication skills and the ability to represent the Credit Union in a courteous, professional manner. Ensures that members receive prompt and courteous service through a pleasurable and convenient application process. Performs duties and responsibilities in accordance with The Apple Way principles, of Team Up, Serve with Purpose, Challenge Yourself and Own It. Remains cognizant of and adheres to Credit Union policies and procedures, and regulations pertaining to the Bank Secrecy Act including completing CTR reports when applicable, reporting suspicious activity via SAR when applicable and completing annual training. Perform other sales, service, and lending support-related duties as assigned by the Manager of MSC Lending.

Essential Functions & Responsibilities:

• Makes outbound telephone calls to members, offering lending opportunities to benefit our membership. Acts as a trusted lending advisor and utilizes integrity with every sale and service in all interactions with members and potential members. Establishes and develops member relationships through outbound communications in an omni-channel environment and maintains the members' best interests. Qualifies member for appropriate products and services. Seeks to close sales of lending products and services that are beneficial to both the member and the Credit Union in accordance with sales expectations and goals. Achieves daily, weekly, monthly, and other contact and sales goals.
• Processes member loans by phone: Interviews and qualifies loan applicants, reviews credit bureau reports, prepares all loan documentation, and inputs information into the lending software system. Explains all documentation and procedures accurately to our members. Follows-up with members as appropriate. Assists members with opening and closing accounts, including loan products, as well as notifying members of denied loan requests. While maintaining a positive member experience, focusing on overall member satisfaction and company reputation.
• Tracks all call prospects in the Customer Relationship Management System to identify leads, patterns and sales cycles, consumer behavior, and sales generated and closed.
• Prepares analytical reports in MS Excel for management summarizing leads, applications, generated through all contact activities. Effectively communicates results and concerns with supervisor.
• Using Credit Union lead lists and tools to conduct a soft pull of members' credit report and analyzes the credit report for possible loan products to offer that would best fit their individual needs. Creates a list of members to call and offer the loan products that would be a benefit to members.
• Working in partnership with the Online Membership team, takes scheduled appointments by phone and by video to onboard new members who are interested in loan products with the Credit Union.

Knowledge and Skills:

Experience: Minimum three to five years financial institution and/or call center experience required. Previous lending, and member/customer service experience required. Previous sales experience required.

Education: High School diploma or equivalent (GED). Associates degree preferred.

Interpersonal Skills:

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Hours: Monday-Friday 9:45am-6:15pm

Hybrid Schedule

Fairfax, VA

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

*** Apple Federal Credit Union values, encourages, and implements diversity in the workplace. As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law. All selected candidates will be subject to credit and background checks to determine employment eligibility. ***