Consumer Credit Loan Specialist

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General Function:

Collect, review, & validate both simple & complex underwriting stipulations associated with the consumer lending process. Provide accurate, clear, and concise information and provide a superior lending experience for external customers through phone interaction and email, while providing a superior experience for Retail partners through consistent communication throughout the fulfillment process. Responsible for ensuring deadlines and service level agreements are met. Responsible for

moving the loan file through the pipeline upon receipt of the application, including updating the file and all relevant systems as well as ensuring timely and proper storage of all relevant application documentation, as work progresses through the underwriting process. Mentor less experienced Loan Specialists on processes. Accept additional projects as assigned. Partner with borrowers & internal departments to escalate and resolve issues and problems. Quickly and efficiently promotes excellence in employee and customer experience. Always do the right thing for customers and colleagues and ensure that actions and behaviors drive a positive customer experience. Achieve results while consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

DUTIES & RESPONSIBILITIES:

• Responsible for subject matter expertise of all equity lending products & services, & effective communication regarding explanations of credit, income, collateral, and additional decisions to bankers and borrowers
• Act as a trusted advisor, delivering available borrowing options based on borrower needs, as well as reviewing credit, income, & collateral information for additional opportunities the borrower may be able to take advantage of
• Support the retail business partners in connection with consumer loan applications by acting as liaison between client, financial center, and underwriter, adhering to proper communication standards throughout fulfillment process, from application entry through final decisioning processes
• Deliver all information & documentation required to satisfy underwriting requirements of application
• Understand and review income & vendor documents data, and clear conditions, along w/ communicating with customers & retail partners any unexpected issues or needs
• Respond to complex questions and issues from banking centers regarding products, systems and/or operational procedures.
• Provide accurate information to the customer, explain products and policies in a clear, concise manner
• Responsible for inbound & outbound phone communications and emails, ensuring all information is delivered professionally, accurately, and timely
• Actively manage pipeline of consumer loan applications and stay within department service level agreements, while consistently meeting all quality, handle time, productivity, and adherence standards
• Actively participate in ongoing efforts to continually improve customer service for internal and external customers
• Assist with training and on boarding of new Loan Specialists
• Support Consumer Lending on departmental projects.
• Act as an escalation point for team members and other department individuals based on experience and knowledge.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Four (4) years minimum experience as a Consumer, Credit, Collections or Retail Banking Center Employee preferred.
• Six (6) years serving in a customer service capacity preferred.
• Minimum three (3) or more years of consumer lending experience in processing or customer service required
• Extensive and in-depth knowledge of consumer, retail and loan policies, procedures and products and consumer lending guidelines.
• Expert knowledge of equity loans and lending guidelines.
• Demonstrated ability to resolve escalated complex operational issues.
• Able to handle multiple tasks and perform under pressure.
• Able to analyze policies, procedures and guidelines in a way that maximizes productivity but protects the level of risk desired.
• Knowledge of processing procedures; knowledge of underwriting and/or closing procedures preferred.
• Knowledge of federal lending regulations governing residential real estate lending.
• Demonstrated organizational skills, strong written and verbal communications skills.
• Demonstrated teamwork, customer service, and follow-up skills.
• Strong PC skills required, experience with loan origination systems, platform tools and technology preferred.
• This position requires SAFE Act registration at the time of employment through the Nationwide Mortgage Licensing System (“NMLS”).

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.