Contact Center Quality Analyst jobs in Madison, WI

Summit Credit Union is seeking a member focused professional to join our contact center as an Contact Center Lender! If you enjoy strengthening people's financial stability and helping members reach their goals, this role is for you! As a Contact Center Lender you are responsible for prompt, courteous, and thorough assistance to members/potential members using the telephone and other customer access points. You will be conducting phone interviews, completing loan requests, and providing timely loan decisions to our members.

Key Responsibilities

• Process Contact Center Loans
  • Prepare consumer loan documents for Contact Center Loans. Verify loan details with member.
  • Works with the member to determine best avenue for loan disbursement to ensure convenience for the member. Communicates closing appointment details with branches as applicable
  • Manages the DocuSign process for the Contact Center
  • Processes DMV requests for the Contact Center
  • Manages insurance verification for the Contact Center loans
• Underwriting and Queue Management
  • Conduct loan interviews and complete loan applications for applicants for all consumer loan types.
  • Makes outbound calls to applicants whose loans are in pending queue in order to bring more loans to a closed status
• Assist new and/or existing members meet their financial goals by building and maintaining beneficial member relationships as well as assisting them in meeting their financial needs
• Takes ownership of customer situations, corporate goals and philosophy and call center goals and objectives

Qualifications/Skills/Experience Required:

• Associate degree in a Business-related field, with emphasis in finance or banking preferred.
• Two years consumer lending experience. In addition to a combination of 2 years' experience in the following areas: Public contact/customer service, call center, loan underwriting.
• Excellent verbal, written and interpersonal communication skills
• Ability to hear, assimilate and solve problems quickly, using a customer service approach
• Demonstrated ability to build loyal customer relationships through effective use of sales, service recovery, interpersonal skills and customer referrals.
• Working knowledge of commonly accepted principles of lending.
• Excellent organizational skills and work habits.
• Knowledge of current Federal, State and Local laws and regulations as they pertain to the granting of credit.
• Demonstrated ability to consistently exercise sound judgment in credit granting decisions.
• Customer service and sales knowledge and skills applicable to both the lending and retail financial setting.
• Multi-task abilities.
• Ability to obtain NMLS number

Perks:

• This is not your typical "smile-and-dial" environment. We work hard, collaborate, and have fun!
• You have a voice in the process - be a part of a team.
• Health, dental, life, 401(k).
• PTO, paid volunteer time, and your birthday off!
• Business casual work environment.
• Remote opportunities, but must be able to come into the office on a monthly basis

At Summit we cover more ground, have more fun and give more back. Come be a part of something bigger!

At Summit Credit Union, we are committed to providing Equal Employment Opportunity regardless of race, color, religion, sex, age, national origin, disability, military and veteran status, sexual orientation, gender identity, marital status or any other characteristic protected by local, state, or federal law. We embrace diversity and believe that inclusion is critical to our success as a credit union. Different makes us better. Employment decisions are made based on qualifications, merit and business need.