Contact Center Lending Representative II

OUR LEADERSHIP PHILOSOPHY
At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following:

LEADERSHIP COMPETENCIES

Demonstrates Interpersonal Awareness & Skills: A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship
building and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As an individual leader, you will demonstrate active listening, clear communication and contribute beneficially to team dynamics.

Embraces Change & Learning: This competency focuses on adaptability, personal development and the advocacy and embracing of progressive change. You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As an individual leader, you will actively engage in personal development, embrace change enthusiastically and support team members in their growth. You will also demonstrate flexibility and adaptability in response to changing circumstances.

Utilizes Critical & Creative Thinking: Underlining the importance of innovative problem solving, challenging the status quo and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges team members to take initiative beyond one's immediate responsibilities. As an individual leader, you will actively look for and share opportunities for improvement, show open-mindedness to new ideas and professionally challenge inefficient processes. You will also actively
contribute to defining solutions and promoting innovation.

Takes Personal Ownership: This competency focuses on taking responsibility for performance goals, proactive collaboration, and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As an individual leader, you will be actively engaged in setting and achieving performance goals, take responsibility for personal action and decisions and seek opportunities for self-improvement and skill development.

POSITION SUMMARY
Under close to moderate supervision of management, the Contact Center Sales Representative II supports members and potential members with a variety of financial needs, including consumer, and home equity lending inquiries. Operating across multiple digital and interactive channels-such as phone, email, chat, mail, and web-based platforms-the representative ensures a seamless and professional experience throughout the loan process by collaborating with internal departments to complete all aspects of loan
production. In addition to lending support, this role actively contributes to deposit growth by identifying opportunities to promote deposit products and services that align with member needs. In addition, the role provides support to the Member Care team to assist members and potential members with member service calls as needed.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:
* Serves members and potential members with incoming consumer requests (lending and deposits) through phone and all digital interactive channels.
* Serves as the primary lending resource for credit cards, personal loans, auto loans, and home equities, focusing on delivering tailored financial solutions to meet member needs.
* Initiates conversations with members and potential members for cross-selling opportunities, such as ancillary products for loans (GAP, Route66 and debt protection).
* Reviews loan applications for accuracy and opportunities for cross sales and reviews loan denials to determine opportunities for an appeal process.
* Conducts outbound calls to previously identified members to deepen financial relationships.
* Completes all lending and member service activities including follow-up calls, member service events, and member contact requests.
* Supports the Member Care team by serving members and potential members with incoming member service calls.
* Follows and adheres to the Credit Union's policy regarding attendance and punctuality.

JOB SPECIFICATIONS:
* Effective communicator, especially verbal and written.
* Engages with members and builds relationships regarding products and services while demonstrating courtesy, tact, and diplomacy.
* Strong knowledge and understanding of applicable laws and regulations surrounding area of responsibility.
* Fosters sound relationships both internally and externally and may require the ability to influence and/or sell ideas or services to others.
* Ability to review and interpret documentation accurately and efficiently.
* Frequent interactions with the public via digital and electronic channels.

EDUCATION, TRAINING & EXPERIENCE
* High school diploma or equivalent.
* 6 months of similar or related experience in a call center or fast-paced customer service and sales-oriented environment.
* 6 months of lending experience, preferred.
* Current NMLS license or attainment within 3 months.

WORK ARRANGEMENT: The working arrangement for this position is hybrid or remote. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department. Although a remote work arrangement may be authorized, those working in a remote position should expect occasional travel to headquarters or other business locations as necessary for work purposes.

We know life doesn't pause when you're at work - and your benefits shouldn't either. At Lighthouse Credit Union, we offer real support for real life, with perks that help you stay healthy, grow your future, and take care of what matters most.

* Student Loan & Tuition Assistance - Whether you're paying off debt or going back to school, we help lighten the load.

* Employee Loan Discounts - Get access to lower rates on personal loans, just for being part of the team.

* Weekly Paychecks - Because waiting two weeks shouldn't be the norm.

* 401(k) with Employer Match & Profit Sharing - We invest in your future with generous contributions and immediate vesting.

* Lighthouse Leave Program - Paid time off for major life moments, from welcoming a child to caring for a loved one.

* Volunteer Time Off (VTO) - Give back to your community with paid time to serve.

* PTO + Paid Federal Holidays - Rest, recharge, and celebrate without worry.

* Balanced Schedule - All branches close by 5pm and on Sundays - no late nights or unpredictable shifts.

* Comprehensive Medical, Dental & Vision Plans - Coverage that starts quickly and fits your needs.

* HSA/FSA Options - Save pre-tax dollars for everyday health expenses.

* Discounted Pet Insurance - Because furry family members deserve care too.

* Employee Assistance Program (EAP) - Free, confidential support for life's challenges - available 24/7.

* Annual Bonus Program - Celebrate your wins, your teammates' successes, and the Credit Union's growth - together.

* Engagement Groups - Join communities like Pride at Work, Women in Leadership, Book Club, and more.

* Ongoing Training & Career Growth - We invest in your development from day one.

* Annual Summit & Team Outings - Celebrate wins and connect with coworkers across the organization.

LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER