Consumer Credit Loan Specialist

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GENERAL FUNCTION: Perform pre-underwriting and processing duties needed to fulfill consumer equity and non-equity loan applications. Review and validate 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. Primary loan facilitator for external customers to ensure work flow 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 systems as work progresses through the underwriting process.

Partner with 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.

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DUTIES & RESPONSIBILITIES:

• Proactively contact customers to collect documents needed to underwrite application (including, but not limited to, income documentation, trust information, etc.)
• Provide accurate information to the customer, explains products and policies in a clear, concise manner to ensure they understand documents needed for a lending decision
• Evaluate loan documentation, review income documents, analyze data, and clear conditions per delegated authority (credit and non credit documents)
• Effectively translate internal communication to customer to ensure all information is delivered professionally, accurately, and timely
• Active liaison between the client, underwriting and financial center to meet all loan and customer requirements
• Actively manage pipeline of consumer loan applications
• Fields inbound calls from internal and external customers.
• Understand and review personal and business tax returns and other income documents
• Understand and review vendor documents (title, appraisal, flood, verification of employment, etc.) to communicate with internal and external customers any unexpected issues or needs
• Maintain high level of customer service by being proactive in communicating with borrowers and loan originators.
• Ownership as the escalation point for internal and external customer questions pertaining to documents needed for loan products
• Ensure accurate, complete, and timely loan data on processing and underwriting system
• Actively participate in ongoing efforts to continually improve customer service for internal and external customers
• Support the retail business partners in connection with consumer loan applications processed in the consumer credit centers.
• Maintain an in-depth, expert knowledge of all equity and non-equity lending products and services as they relate to procedures, increased efficiencies and policies
• Accurately enter issues into CIT so that issues can be routed appropriately, worked, tracked and resolved following standard Customer Complaint processes
• Respond to complex questions and issues from banking centers regarding products, systems and/or operational procedures in the banking center.
• Work independently to research and resolve issues or answer questions that often involve interpretation of bank policies and procedures.
• Responsible for completing call tracking and support documentation as required
• Act as a Trusted Advisor, proactively educating customers and bankers with each interaction.
• Consistently meet all quality, handle time, and aux/adherence standards.
• Mentor and train less experienced Loan Specialists
• Assist with training and on boarding of new Loan Specialists
• Serve as Consumer Lending Representative in the review of updates to existing procedure and newly developed procedures.
• Support Consumer Lending on departmental projects.
• Identify and communicate differences in regards to Regional Credit Center Operations
• Work with both credit centers to ensure consistencies and similar customer experience
• Understand loan policies and underwriting procedures to be able to explain cash flows, debt to incomes, and loan decisions to bankers
• Responsible for subject matter expertise regarding consumer credit policy and loan documentation requirements
• Respond to general inquiry emails in shared email box
• Provide all services above to Fifth Third customers calling into the credit center
• Perform any other duties as assigned.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Minimum three (3) or more years of consumer lending experience in processing or customer service required
• In-depth knowledge of loans and lending guidelines
• Detailed knowledge of processing, underwriting and closing procedures
• In-depth knowledge and understanding of loan application and underwriting systems
• Previous experience managing a pipeline required
• Proven computer skills
• Demonstrated leadership and organization skills
• Ability to analyze policies, procedures and guidelines in a way that maximizes productivity but protects the level of risk desired
• Demonstrated teamwork and customer service skills

• This position requires S.A.F.E. Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). The NMLS web site (mortgage.nationwidelicensingsystem.org) provides the MU4R questions andregistrationrequiredforemployment in this position

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.