Lending Specialist (Contact Centre)

Lending Specialist (Contact Centre)

Job Summary

The Lending Specialist provides exceptional, knowledgeable and timely service to members and prospective members through a variety of mediums. Reporting to the Director, Member Connect, the incumbent is responsible for underwriting new credit applications, or retention of existing retail lending business and to provide advice for all DUCA products and services.   They have a strong aptitude for identifying opportunities for cross-selling and or up-selling the relevant products and services which meet our members needs.   The Member Connect Representative, Lending is adaptable, flexible and able to multi-task in an ever changing multi-media environment. 

Major Duties and Responsibilities

• Delivers an exceptional Member experience responding to both lending and general member inquiries knowledgeably and professionally through a variety of mediums including phone, email, chat, website etc.
• Meets established retail lending, investment and ancillary product and service goals.
• Identifies opportunities during each Member interaction and promotes and cross-sell the appropriate DUCA products and services.
• Manages the Member Connect retention process for existing retail lending products.
• Completes credit analysis to underwrite credit applications in accordance with sound credit granting principles.
• Protects DUCA’s assets by adhering to all applicable lending regulations, policies and procedures, legal and ethical requirements, process requirements, and established risk guidelines.
• Strives to deliver a best in class customer experience by clarifying the member’s concern, determining the cause of the problem, selecting and explaining the best solution to solve the problem.  Takes ownership and accountability for resolving member service inquiries and/or issues from beginning to end.
• Assists Members with setting up on-line banking options and accurately processing transactions on Member accounts within authorized limits.
• Leads the Member Connect team in the absence of the Member Connect Manager and/or Supervisor.

Minimum Qualifications and Skills

• 3 to 5 years’ experience in a contact centre environment with a lending background
• Solid knowledge of all Banking Products, retail underwriting guidelines and high ratio mortgages
• Superior problem solving skills
• Excellent telephone manners, communication and listening skills
• Ability to multi-task, organize and prioritize and adapt to change
• Keen attention to detail
• Ability to work in a fast paced environment
• Self-motivated and energetic
• Team player

Department: Member Connect

Primary Location: 5255 Yonge St., North York ON

Employment Status: Full-time

Hours per Week: 38

Job Grade Level: 4

About DUCA

DUCA exists to help people do more, be more and achieve more with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run and rewards them for their loyalty by sharing our profits.

At DUCA, we’re dedicated to creating a positive environment where our employees have growth and development opportunities, a healthy work/life balance, opportunities to give back to the community, and a focus on doing what is right for our Members. DUCA offers a competitive total compensation package including base salary, a short-term incentive (bonus) program, a comprehensive benefits program, pension plan, and employee banking benefits.

DUCA welcomes and encourages applications from people with disabilities. Accommodations will be made upon request for all aspects of the selection process.

Qualified applicants are encouraged to submit their application. Applications must include both a resume and cover letter. We thank all applicants but only those considered for an interview will be contacted.