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Lending Service & Quality Control Analyst

General Summary

Responsible for providing exceptional member service, lending advice and banking solutions that will deepen member relationships with Destinations CU and generate revenue. Ensures loan settings are placed accordingly. Assists members with the correction of irregularities caused by internal or external factors and other loan maintenance requests. Ensures the completeness of documentation and loan system information with a high degree of accuracy.

Major Duties & Responsibilities

• Promotes a need based sales and service culture defined by Destinations CU mission, vision, and values, always providing a stellar member experience.

• Verifies the completeness of all Consumer and Real Estate related accounts and their documentation by performing account reviews on recently disbursed loans, supported by the credit union database and Loan Origination System LOS).

• Validates the data integrity of loans, tracking and reporting of errors found during verification and makes any necessary corrections to the loan system, reports exceptions and occurrences within the established frequency and deadlines.

• Performs loan service requests, payment corrections, payment frequency modifications submitted by members, and contacts them upon completion. Updates insurance policies on loans with collateral. Channels loan modifications and/or member hardship requests to the appropriated department in a timely manner.

• Administers and monitors the Collateral Protection Insurance (CPI) and the resolution of outstanding cases. Reaches out to affected members and solves issues in a timely manner and coordinates refunds with the CPI company if applicable.
• Perfects, satisfies, and registers liens accordingly to the indicated databases and/or administration systems. In addition, performs lien releases and/or provides payoff letters.

• Processes payment protection including but not limited to Credit Life, Credit Disability, Guaranteed Asset Protection (GAP) and Mechanical Repair coverage (MRC).

• Responsible for the thorough knowledge of consumer loan products, policies, and procedures.

• Performs other job-related duties as assigned by the Consumer Lending Supervisor.

Requirements

Education & Experience

A high school diploma or equivalent, college is preferred. Must have a minimum of two years of experience in consumer lending, or member service. Prior loan service experience is preferred. Must possess effective written and verbal skills. Must possess excellent organizational and time-management skills to effectively manage multiple priorities. This position requires attention to detail to ensure accuracy of data. Must be adept in operating standard office equipment, specifically a computer, and must have a working knowledge of Microsoft Office products. 

Interpersonal Skills

This characteristic is required, including maintaining positive relationships and excellent internal and external member service skills.
A significant level of trust and diplomacy is required, in addition to normal courtesy and tact independently of the communication channel utilized. Work involves personal contact with others and is usually of a personal or sensitive nature. A significant level of accountability to assume responsibilities, display initiative, exercise good judgment, and make and act upon decisions with minimal supervision is required.

Required Compliance Courses

Bank Secrecy Act/ Anti-Money Laundering and OFAC training requirements that pertain to the position at Destinations CU and as directed by management. 

Must have a positive credit standing and be eligible for bonding.

Qualified applicants can send their resume to [email protected] 


Recovery & Collections Representative

General Summary

Responsible for providing exceptional member service, financial advice and banking solutions that will strengthen member relationships with Destinations CU, mitigating losses. Perform a variety of duties related to the collections and recovery functions in accordance with Destinations’ policies & procedures. Remaining in compliance with all rules and regulations set forth by the State of Maryland & NCUA. Provides financial guidance to internal and external members by evaluating their financial situation. Works directly with collection partners and attorneys to achieve maximum recovery on assigned accounts. Assists members and/or potential members with a better understanding and increased utilization of DCU’s products and services.

Major Duties & Responsibilities

• Promotes a service culture established by Destinations CU’s mission, vision, and core values. Ensures courteous and considerate interactions with members per the Credit Union’s guidelines and Federal and State regulations, as well as the Fair Debt Collections Practices Act. 

• Recovers and collects on all accounts with early delinquencies, including but not limited to loans, credit cards, and share drafts.

• Provides counseling to members with delinquent accounts / financial problems such as excessive spending and borrowing of funds. Makes every attempt to establish payment priorities, payoff methods and estimate time for debt repayment/liquidation; avoiding bankruptcy, foreclosure, and repossession to maintain good relationships in order to alleviate or avoid losses.

• Monitors and ensures the efficiency of the recovery workflow, coordinates collateral repossessions, and charged off accounts following discussions with Senior management.

• Develops effective relationships with all third-party vendors hired to assist in the process of collecting non-performing loans to achieve maximum recovery on collateral repossessions and charged off accounts.

• Establishes and maintains effective procedures for late and/or delinquent or potentially delinquent loans.  Advises when to charge to reserve.  Explains any existing delinquent loan on the books when questioned by State, Federal or independent examiners.

• Educates and assists staff with answering collection related questions, account statuses, recovery efforts in process, and providing updates on the collection requirements and procedures if applicable. Suggests and implements procedural updates as necessary.

• Provides Senior Management information as frequently as needed, in addition to the recurrent meetings to review accounts that are to be written off as uncollectable.

• Represents the Credit Union at legal proceedings as a witness when necessary.  Coordinates with attorneys on bankruptcy and other legal issues.  Assigns accounts to our outside collection partner according to policy in the event a delinquent account is beyond recovery or cure. 

• Reviews and monitors bankruptcy filings and updates the member records. Files proof of claims and reaffirmation agreements. Reviews default notices, surrender notices, bankruptcy procedures, foreclosure notices, etc. for accuracy and completeness.

• Investigates and corrects discrepancies on member’s credit bureau report using the e-Oscar software.

• Monitors and processes attorney and collection agency checks for recovery. Works with the Accounting department to balance the General Ledger.

• Prepares, analyzes, and reports the credit union’s recovery status to senior management and/or the Board of Directors.

• Performs other job-related duties as assigned by Management or Supervisor.

Requirements

Education & Experience

A High School Diploma or equivalent required, College degree is preferred. Must have a minimum of 3 years of relevant experience in the preventative and the remedial financial counseling field, meeting goals and deadlines. Ability to function independently exercising sound judgment on advanced collection principles. A demonstrated ability to apply problem solving and critical thinking skills is required. Must possess effective written, verbal communication and presentation skills. Excellent organizational and time-management skills are essential. Must be flexible and possess the capacity to effectively handle multiple priorities to achieve maximum productivity. Must be adept in operating standard office equipment, specifically a computer, and must have a working knowledge of Microsoft Office products.

Interpersonal Skills

Strong interpersonal skills are essential, including maintaining positive relationships, excellent internal and external member service, and being fully capable of remaining professional while dealing with different personalities at various levels within and outside of the organization which may require discussion. Work normally involves interaction with persons beyond immediate associates, generally regarding recovery and/ or collection matters for purposes of giving or obtaining information which may require some detailed discussion. Ability to work independently and being self- motivated is a necessity.  A significant level of tact and diplomacy is required, in addition to the normal courtesy and confidentiality in providing assistance. Must possess adequate business-like personal appearance.

Required Compliance Courses

Bank Secrecy Act/ Anti-Money Laundering and OFAC training requirements that pertain to the position at Destinations CU and other courses as directed by Management/Compliance.

Must have a positive credit standing and be eligible for bonding.

Qualified applicants can send their resume to [email protected]  


Consumer Loan Officer

General Summary

Responsible for providing exceptional member service, lending advice and banking solutions that will deepen member relationships with Destinations CU. Under general supervision, follows established policies and procedures, is accountable for providing support to underwriting, processing, closing, post-closing activities of the Consumer Lending Department.
Generates loan business by evaluating members’ financial needs, providing one-on-one consultations, and exploring opportunities to cross-sell the best suitable products and services.
Demonstrates thorough knowledge of Destinations’ lending products, policies and procedures and the ability to make independent lending decisions.
 

Major Duties & Responsibilities

• Promotes a need based sales and service culture defined by Destinations CU mission, vision, and values, always providing an exceptional member experience.
 
• Interviews borrowers to confirm loan amounts, purposes, and possible collaterals to determine the viability of a loan request. Provides guidance and relevant information relating features and benefits of each product.
 
• Processes loan applications, self-initiated or assigned through the system; analyzes and validates all information and supporting documents gathered based on the credit union’s policy, prepares, and submits loan files for underwriting.
 
• Underwrites and decisions consumer loan applications up to the amount assigned per credit union policies.
 
• Reviews and determines the borrower's credit character, ability, and willingness to repay and the use of existing credit accounts.
 
• Verifies the calculation accuracy of debt-to-income ratios, loan to value and cash flows; demonstrates knowledge restructuring loan deals, considering and listing mitigating factors that minimize our institutional risk.
 
• Collaborates with the Consumer Lending Supervisor making recommendations as they pertain to rate structure, loan terms, policies and procedures as needed.
 
• Contacts members to inform loan application outcomes, next steps to prepare and deliver loan documents for signature as well as adverse action letters; executes closing of loans and disbursements of all approved applications.
 
• Implements outreach initiatives related to consumer loan products to develop new lending business and to increase/ expand product penetration.
 
• Cross-sells ancillary products including but not limited to Credit Life/Disability, GAP, MRC; in addition, contacts all leads assigned, and promptly updates the appropriate tracking system.
 
• Responsible for the thorough knowledge of consumer loan products, policies, and procedures.
 
• Assists in creating and/or updating periodic departmental reports.
 
• Performs other job-related duties as assigned by the Consumer Lending Supervisor.
 

Requirements

Education & Experience

A High School Diploma or Equivalent, College is required. Must have a minimum of three (3) years of experience in consumer lending underwriting and processing in a financial institution (credit union or bank). If your only experience is with a mortgage company or mortgage loans, please do not apply.  Must possess demonstrated knowledge of consumer lending policies,  procedures, rules and regulations including home equities, automobile, personal, & credit card loans as well as customer or member service. Prior sales experience is preferred. Must possess effective written and verbal presentation skills. Must possess excellent organizational and time-management skills to effectively manage multiple priorities. This position requires attention to detail to ensure accuracy of data. Must be adept in operating standard office equipment, specifically a computer, and must have a working knowledge of Microsoft Office products. 

Interpersonal Skills

Strong interpersonal skills are essential, including maintaining positive relationships and excellent internal and external member service abilities which may require some discussion. Work may involve motivating, influencing, or training others. A significant level of trust and diplomacy is expected, in addition to normal courtesy and tact in providing assistance and information. Resourceful, and have the ability to ensure all loans meet established guidelines.

Required Compliance Courses

Bank Secrecy Act/ Anti-Money Laundering and OFAC training requirements that pertain to the position at Destinations CU and as directed by management.
 
Must have a positive credit standing and be eligible for bonding.
 
Qualified applicants can send their resume to [email protected] 

Call Center Specialist (CCS)

General Summary

Responsible for providing exceptional member service, banking solutions that will deepen existing members relationships with Destinations CU and generating revenue. Provides answers to routine inbound call inquiries regarding the credit union’s products, services, and promotions. Provides over the phone member advice, explore opportunities to cross-sell the best suitable products and services, and evaluates their financial needs in every interaction to generate loan business that in turn will assist our members in meeting their financial goals. In addition, performs routine savings, checking, and loan account transactions with members.

Major Duties & Responsibilities

• Actively promotes a need-based sales and service culture as outlined by Destinations CU mission, vision, and values while always providing a stellar member experience.
 
• Represents the Credit Union in a professional manner and maintains positive member relations by providing guidance and relevant information related to features and benefits of all products and services offered by Destinations credit union.
 
• Observes all required verification protocols, obtains the appropriate documentation to remain BSA and Patriot Act compliant.
 
• Strictly performs the member verification per Destinations MIP on every interaction, prior to initiating any requests or transactions.
 
• Performs the review of all new memberships recently established while observing the appropriate time frames.
• Keeps track of all products and services cross-sold.
 
• Interviews potential borrowers to determine the viability of a loan request. Self-initiates loan applications, analyzes the information and supporting documents gathered based on the credit union’s policy. Prepares and submits loan files for processing.
 
• Provides updates regarding the status of a submitted loan applications.
 
• Implements outreach efforts regarding consumer loan products to develop new and increase / expand lending product penetration.
 
• Able to process transactions for members via telephone, including but not limited to transfers, loan payments and new share opening with same day funding.
 
• Performs other job-related duties as assigned by the Branch Manager and/or the VP of Branch Operations.
 
• Must be able to work a minimum of two Saturday shifts per month.

Requirements

Education & Experience

A High School Diploma or equivalent is required, college is preferred. Bilingual English & Spanish is preferred Must have a minimum of three (3) years of experience in member service, call center environment, general knowledge of consumer lending. Prior sales experience and knowledge of IRA rules and regulations is preferred. Must possess effective written and verbal communication skills. Must be adept in operating standard office equipment, specifically a computer, and must have a working knowledge of Microsoft Office products.

Interpersonal Skills

A significant level of trust and diplomacy is required, in additions to normal courtesy and tact in providing assistance and information. Excellent communication skills (oral, written). Must possess an adequate business-like personal presentation.

Required Compliance Courses

Bank Secrecy Act/ Anti-Money Laundering and OFAC training requirements that pertain to the position at Destinations CU and other courses as directed by management.

Must have a positive credit rating and be eligible for bonding.

Qualified applicants can send their resume to [email protected] 


Member Service Specialist (MSS)

General Summary

Responsible for providing exceptional member service, banking solutions that will deepen member relationships with Destinations CU and generating revenue. Provides one-on-one member advice, explores opportunities to cross-sell the best suitable products and services, and evaluates their financial needs in every interaction to generate loan business that in turn will assist our members in meeting their financial goals. In addition, performs routine savings, checking and loan account transactions for members.

Major Duties & Responsibilities

• Actively promotes a need-based sales and service culture as outlined by Destinations CU mission, vision, and values, while always providing a stellar member experience.
 
• Represents the Credit Union in a professional manner and maintains positive member relations by providing guidance and relevant information related to features and benefits of all products and services offered by Destinations credit union.
 
• Observes all required verification protocols, obtains the appropriate documentation to remain BSA and Patriot Act compliant.
 
• Strictly performs the member verification process per Destinations MIP on every interaction, prior to initiating any requests or transactions.
 
• Establishes new memberships and opens new shares with same day funding.
 
• Performs the new member onboarding on all recently established memberships within the established time frames, keeping track of all products and services cross-sold.
 
• Performs IRA transactions such as opens accounts, close accounts, add funds, and completing withdraws.
 
• Interviews potential borrowers to determine the viability of a loan request. Self-initiates loan applications, analyzes the information and supporting documents gathered based on the credit union’s policy. Prepares and submits loan files for processing.
 
• Provides updates regarding the status of a submitted loan applications.
 
• Implements outreach efforts regarding consumer loan products to develop new and increase / expand lending product penetration.
 
• Able to process transactions for members in person or via telephone, including but not limited to deposits, withdrawals, transfers, and loan payments.
 
• Must balance cash drawer daily and assist in branch settlement as needed. Will locate and correct discrepancies as they occur.
 
• Performs other job-related duties as assigned by the Branch Manager and / or the VP of Branch Operations.
 
• Must be able to work a minimum of two Saturday shifts per month.

Requirements

Education & Experience

A High School Diploma or equivalent required, college is preferred. Bilingual English & Spanish is preferred. Must have a minimum of three (3) years of experience in member service and general knowledge of consumer lending. Knowledge of IRA rules and regulations. Prior sales experience is preferred. Must possess effective written and verbal communication skills. Must be adept in operating standard office equipment, specifically a computer, and must have a working knowledge of Microsoft Office products.

Interpersonal Skills

A significant level of trust and diplomacy is required, in additions to normal courtesy and tact in providing assistance and information. Excellent communication skills (oral, written). Must possess an adequate business-like personal presentation.

Required Compliance Courses

Bank Secrecy Act/ Anti-Money Laundering and OFAC training requirements that pertain to the position at Destinations CU and other courses as directed by management.

Must have a positive credit rating and be eligible for bonding.

Qualified applicants can send their resume to [email protected] 

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Member Service Representative (MSR)

General Summary

Responsible for providing exceptional member service, banking solutions that will increase membership relationships with Destinations CU and generating revenue. Performs savings, checking, and loan account transactions with new and existing members. Evaluates members financial needs, providing one-on-one member advise, and explores opportunities to cross-sell the best suitable products and services. Generates referrals for both the Member Service and Lending departments.

Major Duties & Responsibilities

Performs routine member transactions, including but not limited to deposits, withdraws, loan payments, cash advances, transfers, and check cashing (verifying negotiability) for members in person and via the telephone.
 
• Actively promotes the needs-based sales and service culture set forward by Destinations CU mission, vision, and core values. Always providing an exceptional member experience.
 
• Evaluates members financial needs, creates the necessary awareness, and actively looks for opportunities to generate referrals with cross-selling of all Destinations CU products and services.
 
• Conducts daily settlement of individual cash drawer and other transactions, making sure that all items are in balance. Locates and corrects any discrepancies.
 
• Assists members with payroll direct deposit inquiries. Verifies contact information is updated.
 
• Complies will a federal, state, and organizational policies, procedures, and processes including but not limited to the Bank Secrecy Act (BSA), Patriot Act, Office of Foreign Assets Control (OFAC), and robbery procedures.
 
• Adheres strictly to the member verification process per Destinations CU Member Identification Program (MIP) with every member interaction, prior to conducting any transactions.
 
• May assist with ATM settlement and cash shipment process.
 
• Performs other job-related duties as assigned by the Branch Manager and/or the VP of Branch Operations.
 
• Must be able to work a minimum of two Saturday shifts per month.

Requirements

Education & Experience

A High School Diploma or equivalent is required, college is preferred. Bi-lingual English and Spanish is preferred. Must have a minimum of six (6) months experience in Customer / Member Service and cash handling. Prior sales experience is preferred. Must possess effective written and verbal communication skills. Must be adept in operating standard office equipment, specifically a computer, and must have a working knowledge of Microsoft Office products.

Interpersonal Skills

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact in providing assistance and information. Must be well organized, a team player, and have the ability to multitask. Excellent communication skills (oral & written) are required. Must possess an adequate business-like personal appearance.

Required Compliance Courses

Bank Secrecy Act/ Anti-Money Laundering and OFAC training requirements that pertain to the position at Destinations CU and other courses as directed by management.

Must have a positive credit rating and be eligible for bonding.

Qualified applicants can send their resume to [email protected]