Job Description

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. 

ABOUT THE POSITION

The Consumer Loan Officer is a centralized role responsible for guiding members through the consumer lending process with a consultative and relationship-based approach. This position is a key part of the credit union’s centralized lending strategy and focuses on managing primarily digital loan applications, with some referrals from physical branches. The Consumer Loan Officer is responsible for reviewing applications prior to underwriting, contacting members to confirm loan purpose and structure, ensuring stipulations are gathered post-approval, and providing follow-up on both approvals and denials. This role plays a critical part in helping members navigate their borrowing journey, aligning their needs with the right loan product, and ensuring clarity and completeness at every step.

NORMAL DAY-TO-DAY WORK

1. Review assigned digital and branch-submitted loan applications to ensure the selected product, amount, and term align with the member’s financial needs and objectives.
2. Contact members to engage in consultative discussions related to loan purpose, product fit, or clarification prior to underwriting submission.
3. Work collaboratively with Consumer Underwriting to ensure applications are accurate and complete, and proactively gather missing information or documents needed for decisioning. Support fulfillment and underwriting partners by submitting well-prepared, accurate, and complete applications. Proactively follow up with members on approved loans to explain terms, verify member intent, and collect any stipulations needed to move the loan to closing.
4. Contact members on declined loan applications (as applicable) to explain the outcome and offer guidance on improving future approval chances.
5. Utilize the loan origination system (LOS) and internal workflows to update application status, document member interactions, and route applications appropriately. Adhere to all regulatory and internal policies when collecting, documenting, or communicating with members.
6. Maintain knowledge of all consumer lending products—including unsecured term loans, personal lines of credit, auto loans, and HELOCs—to support members in product selection.
7. Meet productivity and service level expectations for daily contact volume, turnaround time, and member satisfaction.
8. Participate in training and coaching sessions to maintain proficiency in underwriting principles, loan structuring, and credit fundamentals.
9. Contribute to process improvement initiatives by identifying trends, bottlenecks, or opportunities for better member communication. 
10. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. 1 – 3 years of experience in consumer lending or member service roles involving lending conversations.
2. Working knowledge of consumer loan products including personal loans, auto loans, and HELOCs.
3. Strong communication skills, with the ability to explain loan terms, credit decisions, and stipulation requirements clearly.
4. Familiarity with credit reports, DTI calculations, and basic underwriting principles.
5. Ability to use loan origination systems and CRM tools to document member contact and update application status.
6. High attention to detail, organizational skills, and the ability to manage a high volume of applications in a fast-paced, centralized environment.
7. Member-focused mindset with a consultative, empathetic approach to lending.
8. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
9. Ability to lift a minimum of 25 lbs. (file boxes, computer).
10. Travel required on occasion.

Here are a few qualities we’d LIKE for you to have to make you more suited for this position.

1. Credit Union experience preferred, particularly in a digital or centralized lending model.
2. Exposure to Fiserv Velocity or similar LOS platforms.
3. Bilingual (Spanish) is a plus.
4. Familiarity with digital member interactions, including secure messaging platforms or digital follow-up tools.
5. Ability to analyze credit reports and make basic recommendations on loan alternatives.

CONTACT US

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at: 

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609 

[email protected]

PI5d19a12f001d-30492-38463708

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