PERSONAL LOANS OFFICER

ELIGIBLE FOR REFERRAL: PRIORITY

Reports To: Branch Manager

Every employee must honour the vision, mission and values of Northern Savings Credit Union.

Primary Purpose

The Personal Loans Officer (PLO) is a key position in the branch providing financial solutions and exemplary member service in the area of personal loans and mortgages. The Personal Loans Officer is often the primary point of contact for existing and new members and can foster relationships through service excellence and product knowledge specific to retail lending.

Key Accountabilities

Member Service:

• Delivers financial solutions to new and existing members by offering a suite of personal lending and mortgage products.
• Is knowledgeable in all Northern Savings financial products and services to enable referrals to Financial Services Representatives, Business Services, financial advisory services and insurance (life, property and casualty).
• Takes ownership of member issues and complaints, resolving and referring as appropriate.
• Presents a professional image to members and internal customers (other staff).
• Continually markets the benefits of membership to non-members to grow the member base.
• Other duties may be assigned periodically.

Employee Engagement:

• Engages in positive internal customer interactions which support a positive, respectful workplace that promotes team success.
• Collaborates with staff in addressing services issues and member concerns.
• Fosters a culture consistent with the credit union’s values and service philosophy.
• Actively participates in team meetings

Operational Effectiveness:

• Has expert knowledge of lending processes and procedures.
• Identifies process improvements and escalates to supervisor.
• Ensures that all interactions with members and fellow staff are completed in a professional and timely manner.

Risk Management and Financial Health:

• Meets compliance, confidentiality and regulatory requirements and abides by management policy and branch procedures.
• Uses pricing matrix at all times for personal lending products.
• Understands authorities with respect to overrides, waiving service charges and the pricing matrix.

Minimum Qualifications:

Education:

• High School diploma is a requirement.
• Completion of post-secondary education is an asset.
• Completion of sales training is an asset.
• Completion of Personal Lending course through CUIC is a requirement.
• Completion of CUSOURCE and/or CU Training courses related to this position is an asset.

Experience:

• Previous lending, sales and service experience is required.
• Previous financial services experience is required.

Skills:

• Demonstrated sales skills.
• Expert knowledge of products and services required.
• Ability to prioritize, organize work within time constraints, under pressure and competing priorities.
• Ability to communicate and liaise professionally with members, potential customers, community groups and co-workers while maintaining confidentiality.
• Working knowledge, skills and experience in Microsoft Office