Consumer Loan Representative I

• Recognized as a WTOP Top Workplaces (2026)
• Collaborative, welcoming environment with forward-thinking leadership
• Competitive, comprehensive benefits package, including:
  • Medical, dental and vision coverage
  • 401(k) with employer match
  • Paid time off and 11 paid federal holidays
  • Paid volunteer time to give back
  • Tuition reimbursement and ongoing training opportunities
  • Annual TEAM Bonus plan.

Job Summary:

Under general supervision, but following established policies and procedures, is responsible for sales and origination of consumer loans that are generated remotely (phone, online and mobile). Must have a solid understanding of the Consumer Loan products, policies, and guidelines. Ensures that members receive prompt and courteous service. Must have a 'can do' positive attitude. Must be able to effectively communicate with members via the phone, email and/or text message. Must have great service skills, possess a sense of urgency and confidence and skillfully identify member service opportunities. Must possess excellent interpersonal communication skills and the ability to represent the credit union in a courteous, professional manner. 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 and the Military Lending Act. Performs other consumer lending support-related duties as assigned by the Director of Consumer Lending and/or AVP of Consumer Lending. Hours: Monday - Friday 8 AM - 6PM and Saturdays 9 AM - 1PM

Essential Functions & Responsibilities:

• Provides friendly, professional, prompt, efficient and accurate service in the origination and sales of consumer loan products. Educates and cross-sells credit union products and services to members
• Handles incoming member calls and internal calls including direct or hotline calls, which may include taking the loan application via phone.
• Interview and originate member loan applications for all Consumer Loans submitted via our remote channels. Origination activities include, but are not limited to: verification of income/employment, debts, assets, verification of unsecured debt to adjusted gross income ratio, review of credit report data, obtaining explanations of derogatory credit, obtaining additional information requested by the underwriter, etc.,
• Responsible for ensuring that all applications are acted upon promptly, and are complete, and may include the preparation and issuance of required early disclosures.
• Receives and handles communications regarding member loans. Provides accurate information to members regarding credit union services, products, policies and procedures. Advises members of federal regulations applicable to these policies and procedures. Resolves member complaints and corrects errors. Contacts the member by phone and advises them of the lending decision.
• Responds and resolves Quality Assurance Service Events in a prompt matter.

Knowledge and Skills:

Experience:

Minimum of one (1) year of financial institution experience.

Consumer lending experience preferred.

Must have a working knowledge of consumer lending products, policies and guidelines.

Education:

A high school education or GED.

Interpersonal Skills:

Excellent interpersonal communication.

Other Skills:

Excellent analytical, and problem-solving skills.

Ability to manage multiple tasks and provide courteous and timely member service and work on a high-functioning team.

Ability to identify opportunities and cross-sell credit union products and services.

PC proficient, including MS Office Suite (Excel, Word).

Excellent attention to detail and strong written and verbal communication skills.

Physical Requirements:

Ability to use standard office equipment, including, but not limited to: PC, fax, copier, telephone, postage machine.

Work Environment:

Ability to function in a financial institution environment.