Indirect Merchant Representative I

Position Summary

Responsible for building, developing, and maintaining strong relationships with merchants and independent dealerships by serving as the primary contact for loan processing, funding, and closing. Provide exceptional service and support, primarily through telephone and email communication. Educate business partners on TTCU's products, services, and lending guidelines. Assist members with new loan applications, ensuring a seamless and positive experience that reflects TTCU's commitment to service and excellence. Promote TTCU offerings through effective cross-selling aligned with member needs and organizational goals. Consistently support and reflect TTCU's Mission, Vision, and Core Values in all interactions and service delivery. Perform all duties in compliance with applicable regulatory requirements, including but not limited to the Bank Secrecy Act.

Supervises: None

Essential Job Functions and Responsibilities

Serve as the primary point of contact for members by responding to inbound calls and providing support related to loan applications and the overall loan process. Accurately input member information and submit loan applications in a timely manner. Review loan applications for accuracy and completeness. Maintain clear communication with members and merchants regarding application status. Escalate complex issues or applications to the Merchant Loan Supervisor as appropriate. Address member inquiries related to loan valuations, interest rates, available products & services, and application decisions.

Act as the primary liaison for business partners regarding loan application status and funding updates. Foster strong relationships to support departmental growth and increased loan production.
Provide timely and professional responses to all member and business partner inquiries, primarily via telephone and email. Deliver exceptional service and support, ensuring each interaction results in a positive and professional experience.

Review member credit reports for each submitted application to identify any potential issues, such as discrepancies or fraud alerts. Make necessary corrections to applications and verify any credit bureau alerts as needed. Resubmit applications for further review when appropriate. Accurately and efficiently process loan documents in compliance with all applicable lending policies and regulations. Communicate any discrepancies to the appropriate merchant, independent dealer representative, or member, and ensure timely follow-up until all issues are fully resolved.

Contribute to the achievement of retail lending goals by building trusting relationships with Members, fellow employees, and business partners and by staying informed on current products, services, and promotions to help determine member needs and refer appropriate services.

Ensure operational integrity through consistent and timely audits of loan and new account files and documentation.

Minimum Qualifications

Educational Requirements
High School Diploma or GED required.

Certificates/Licenses
Reliable transportation is required.

Experience
Consumer lending experience preferred and/or Member service experience in a banking or related industry: 2 Years
Experience in Business Development and cross-selling in the financial service industry: 2 Years
Experience working in a dealership and tile/lien documentation preferred.

Additional Requirements

Job Knowledge

Interpersonal Skills
* Intermediate written and verbal communication skills required to facilitate sharing of information with members, staff, and external contacts.
* Ability to create an atmosphere which promotes TTCU's Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic, and professional demeanor while providing extraordinary service to employees and members and fostering teamwork among employees.

Working Conditions

Work Environment
* Private work area, i.e., office

Physical Demands
* Must be able to remain in a stationary position (e.g., sitting at a desk) for extended periods.
* Occasional movement around the office to attend meetings or collaborate with team members.
* Ability to operate a computer and other office equipment as needed.

Travel
* Occasional travel for meetings, conferences, and industry related events.

Employee Statement of Understanding
I have read and understand the job description for my position. I understand that my supervisor may assign additional projects and/or responsibilities not covered in the description.
I am able to perform all of the essential functions of this position.
I agree to comply with the corporate compliance policy and all laws, rules, regulations, and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards of conduct to my immediate supervisor.
As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with members and fellow employees.