Digital Federal Credit Union

• Provide Service Excellence to members during all aspects of the loan origination process for Consumer Loans and Mortgages • Answer inbound phone calls in a high-volume contact center • Efficiently assist members with inquiries about DCU loan products, the application process and other calls related to loan questions • Proficiently originate and process consumer loan applications for automobiles, personal loans, and credit cards • Review credit reports and determine loan eligibility through automated underwriting and/or Loan Officer review • Review required applicant documentation including income verification, purchase agreements etc. • Adhere to borrower/lender compliance requirements and DCU’s internal policies and procedures • Complete required trainings on compliance, DCU products/services and lending guidelines • Support DCU’s Success Sharing Goals by referring and cross selling other DCU products and services • Achieve job expectations for schedule adherence, call efficiency, sales goals and other metrics • Soon become registered through the Nationwide Multistate Licensing System to obtain Mortgage Loan Originator licensing • Answer general questions for and originate Mortgage and Home Equity applications • Participate in performance development by being receptive to constructive coaching feedback from Assistant Managers, Performance Leads and Senior Specialists • Foster teamwork and strive to strengthen relationships between the Information Center Staff and staff in DCU’s support departments • Accurately process transactions, file maintenance and all other member requests • Make process improvement recommendations in an effort to improve the efficiency of operations in the Information Center and/or other areas of the Credit Unions • Perform other job-related duties as assigned or requested.

• Manage, supervise, coach, and assist team members • Provide performance development opportunities for Information Center staff • Support DCU's Service Excellence initiative through direct coaching • Facilitate regular team meetings and one on one coaching sessions

• Responsible for the day-to-day oversight of a portfolio of active bankruptcy loans • Track and organize member bankruptcy filings including completing and filing necessary legal documents • Recommend strategies to be implemented on bankrupt accounts • Work with members and bankruptcy trustees to determine/reaffirm account status • Work with attorneys when necessary to resolve issues • Attend bankruptcy hearings and other legal proceedings, representing DCU as required • Stay current on bankruptcy laws and regulations • Read and interpret all legal documents, motions, dockets, loan documents, etc.

Role Description Provide Service Excellence to members during all aspects of the loan origination process for Consumer Loans and Mortgages, as required. This includes: - Answering general questions regarding loans in process - Taking and processing applications - Answering general questions related to loans and the loan process - Taking additional call types as required due to business needs - Understanding all DCU products, services, processes, and procedures - Proactively identifying member needs and effectively cross-selling appropriate products and services - Supporting DCU’s mission, vision, and business goals Essential Functions: - Answer inbound phone calls in a high-volume contact center - Efficiently assist members with inquiries about DCU loan products, the application process, and other loan-related questions - Proficiently originate and process consumer loan applications for automobiles, personal loans, and credit cards - Review credit reports and determine loan eligibility through automated underwriting and/or Loan Officer review - Review required applicant documentation including income verification, purchase agreements, etc. - Adhere to borrower/lender compliance requirements and DCU’s internal policies and procedures - Complete required trainings on compliance, DCU products/services, and lending guidelines - Support DCU’s Success Sharing Goals by referring and cross-selling other DCU products and services - Achieve job expectations for schedule adherence, call efficiency, sales goals, and other metrics - Become registered through the Nationwide Multistate Licensing System to obtain Mortgage Loan Originator licensing - Answer general questions for and originate Mortgage and Home Equity applications - Participate in performance development by being receptive to constructive coaching feedback - Foster teamwork and strengthen relationships between the Information Center Staff and staff in DCU’s support departments - Accurately process transactions, file maintenance, and all other member requests - Make process improvement recommendations to improve the efficiency of operations - Perform other job-related duties as assigned or requested - Comply with regulatory compliance and assigned training requirements Qualifications - High School diploma or equivalent - 6 months prior contact center or 6 months lending experience required - Excellent communication and phone etiquette - Proficient computer skills and ability to learn new software - Strong troubleshooting, multitasking, organizational, and time management abilities Company Description DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares. DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address. DCU is not currently offering Visa transfer/sponsorship for this position. Expected Pay Range: $21.50 - $24.10/hour

• Provide Service Excellence to both external and internal members • Meet service expectations as outlined in the Service Excellence Scorecard • Help to meet the financial needs of new and existing members • Participate in performance development by being receptive to constructive feedback • Foster teamwork and strengthen relationships between staff • Accurately process transactions and member requests • Make process improvement recommendations • Comply with regulatory compliance and assigned training requirements

• Contact all members with delinquent accounts and overdrawn shares facing financial difficulty. • Assist the member towards restoring their good standing status with the Credit Union. • Maintain the financial soundness and manage the asset quality by achieving the lowest possible delinquency and charge-off ratios. • Answer incoming member or member-related contacts and work Collection queues. • Review and document status of accounts and initiate telephone contact on delinquent loans. • Research accounts on the delinquent loan reports. • Prepare correspondence on delinquent accounts requiring special handling. • Utilize Collections system to document accurately. • Determine reason for delinquency and refer members to BALANCE when necessary. • Perform skip tracing within established compliance and best practice procedures. • Establish and monitor payment plans whenever possible. • Initiate all required documents pertaining to payment plans, repossessions, and/or possible foreclosures. • Pull Credit Bureau reports when necessary. • Review and make recommendations for rewriting of delinquent loans and/or settlements. • Achieve assigned goals monthly. • Maintain strict adherence to all laws, rules, regulations, policies, procedures and internal controls specific to the job functions. • Follow detailed and standardized procedures in performing routine collection operations. • Make recommendations on ways to improve work processes within Collections. • Perform other job-related duties as assigned.

• Contact all members with delinquent accounts that are more than 60 days past due • Effectively manage assigned portfolio and make charge-off, repossession, and foreclosure recommendations to Management • Assist members in restoring their good standing status with the Credit Union • Maintain the financial soundness of the Credit Union • Contribute to the department's ongoing effort to manage asset quality by achieving the lowest possible delinquency and charge-off ratios • Answer incoming member or member-related contacts (phone calls, emails, faxes, etc.) • Work Collection queues and make outbound member calls • Review and document status of accounts and initiate telephone contact on delinquent loans • Research accounts on the delinquent loan reports to ensure Credit Union errors are detected promptly and corrected • Prepare correspondence on delinquent accounts requiring special handling including contacting members by USPS mail, certified or email • Utilize Collections system to document accurately • Determine reason for delinquency and refer members to BALANCE when necessary or beneficial to the member • Establish and monitor payment plans whenever possible • Initiate all required documents; review and make recommendations for charge-offs, repossessions, foreclosures, and rewriting of delinquent loans and/or settlements • Pull Credit Bureau reports when necessary • Achieve assigned goals monthly • Maintain strict adherence and compliance to all laws, rules, regulations, policies, procedures and internal controls specific to the job functions • Follow detailed and standardized procedures in performing routine collection operations • Perform a variety of support duties related to the collection function • Make recommendations on ways to improve work processes within Collections • Assist the Front End area with incoming calls in time of high call volume • Perform other job-related duties as assigned by Managers(s).

• Contact all members with delinquent accounts that are more than 60 days past due. • Effectively manage assigned portfolio and make charge-off, repossession, and foreclosure recommendations. • Assist members in restoring their good standing status with the Credit Union. • Review and document status of accounts and initiate telephone contact on delinquent loans. • Prepare correspondence on delinquent accounts requiring special handling. • Establish and monitor payment plans whenever possible. • Pull Credit Bureau reports when necessary. • Achieve assigned goals monthly.