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Call Center Representative

18 Nov 2018

CU Direct Connect, a credit union service organization (CUSO) and market leader in auto loan processing is seeking a full-time Call Center Representative.

The Call Center Representative will perform all steps in the CU Direct Connect funding process.  This position is responsible for answering all incoming phone calls in a timely manner preventing excessive hold time.  This position requires complete end to end expertise in processing, app entry and funding of loans originating from dealerships.  Accuracy and understanding of CU Direct Connect's guidelines are essential to the success of the position.  This position requires strong written and verbal communication skills with internal and external clients.

Job Responsibilities include but are not limited to:

  • Responsible for answering all incoming phone calls from dealerships and credit unions;
  • Responsible for resolving issue regarding specific deals and understanding all aspects of the indirect lending program process;
  • Responsible for verifying contract is within approval guidelines;
  • Responsible for conducting customer interviews as required and/or designated by the credit union;
  • Responsible for inputting application/contract information into host system;
  • Responsible for communication to the credit unions and dealerships on missing information or exceptions and to resolve funding issues.


Qualified candidates must possess the following skills:

  • Proven ability to identify issues/problems and create solutions to meet customer's need;
  • Proven ability in underwriting;
  • Proficient in funding, processing and compliance of loans;
  • Ability to be proactive and find solutions to any day to day problems and/or issues we may have with our current processes;
  • Strong negotiation skills;
  • Ability to modify one's behavior to accomodate different styles/situations;
  • Strong verbal and written communication skills;
  • Skills in Microsoft Office programs (Work, Excel, and Outlook);
  • Sound decision making, analytical problem solving, proactive thinking, negotiation ability, multi-tasking, flexibility and strong customer service skills;
  • Must be a self starter with the ability to work without constant supervision;
  • Proficient in computer skills;
  • Willing to work in a team environment;
  • Spanish speaking a plus;
  • Hours of operation Monday - Friday 6:00am - 8:00pm, Saturday 7:00am - 7:00pm.

Education and work experience requirements:

  • Experience in a call center environment required;
  • Flexible schedule including split days off, working evenings and Saturdays;
  • High school diploma or equivalency required.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  The statements are not intended to be an exhaustive list of all responsibilities, duties and requirements.