Salary Range
The salary range for this position is $18.25/Hr. - $29.75/Hr.. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.
We are currently seeking a Digital Consumer Lending Specialist that will provide superior customer service for each client interaction. The Specialist must maintain a positive attitude, be a team player and supportive of the Mission, Vision and Values of Old National Bank. A Digital Consumer Lending Specialist is focused on building full financial relationships with Old National Bank clients with the primary focus on consumer lending.
The Solution Center is a virtual lending center offering clients the ability to interact with the bank utilizing chat, phone, mobile and online channels.
Key Accountabilities:
Develop and grow client and prospective client relationship:
- Shows a dedication to delivering a superior customer experience with each client regardless of the request.
- Builds strong relationships with clients by understanding their complete financial profile and making recommendations for additional products and services that will help the client and grow the relationship.
- Consistently identifies product and service referrals across all bank business lines which benefit our clients ensuring a warm handoff to the appropriate partner.
Achieve Sales and Service Targets:
- Demonstrates a strong support and focus on the goals of the Solution Center and directs efforts towards meeting them.
- Displays the highest level of knowledge and expertise in consumer lending through completing and processing lending applications which includes understanding underwriting needs of complex consumer lending products.
- Supports the Solution Center service level goals through balancing loan inquiries (leads), loan applications, and fielding client chats and calls in queues as assigned.
Operations Oversight:
- Acquires and maintains knowledge of all regulatory, compliance and company policies and procedures. Attends and completes required compliance training. Performs job responsibilities following all regulatory, compliance and company/Old National Bank policies and procedures.
- Consistently delivers on call evaluation metrics aligned with providing a superior client experience and displaying highest level of knowledge and expertise in consumer lending.
- Collaborates with the Solution Center team by sharing success stories and ideas, tips and coaching that could improve the effectiveness of each Specialist.
- Develops strong relationships and partnerships with banking center bankers and operational teams.
- Performs account maintenance requested by clients and management within specified authority.
- Meets attendance and scheduling requirements for required shirts including Saturday rotations.
- Performs other duties as assigned.
Key Competencies for Position
Delights Clients:
- Continuously seeks and applies knowledge leading to a best‐in‐class client experience:
- Passionately serves internal/external clients with excellence.
- Maintains a growth mindset staying current with developments and trends in areas of expertise client satisfaction both internally and externally.
- Understands data, metrics and/or financial information, and how they tie to client satisfaction and business outcomes related to position, client and/or team.
- Nurtures client relationships by listening, prioritizing, and acting responsibly to meet client needs, mitigate risk and add shareholder value.
Strategy in Action:
- Build your strategic mindset capability:
- Breaks down larger goals into smaller achievable goals and communicates how they are contributing to the broader goal.
- Actively seeks to understand factors and trends that may influence role.
- Anticipates risks and develops contingency plans to manage risks.
- Identifies opportunities for improvement and seeks insights from other sources to generate potential solutions.
- Aligns activities to meet individual, team, and organizational goals.
Compelling Communication:
- Openly and effectively communicates with others:
- Effectively and transparently shares information and ideas with others.
- Tailors the delivery of communication in a way that engages the audience and that is easy to understand and retain.
- Unites others towards common goal.
- Asks for others' opinions and ideas and listens actively to gain their support when clarifying expectations, agreeing on a solution and checking for satisfaction.
Promotes Change:
- Seeks to understand and embrace change:
- Actively seeks information to understand the rationale, implications and impact for changes.
- Remains agile by quickly modifying daily behavior, leveraging resources, and trying new approaches to effectively embrace change.
- Willing to act quickly, learn and adjust as needed.
- Identifies and recommends changes to leadership to improve performance.
Develops Talent:
- Strengthen your abilities for today and beyond:
- You Own You –You own your development and career.
- Actively assesses self by leveraging feedback to enhance knowledge, skills and behavior.
- Leverages own strengths and those of team members to meet individual and team goals supporting both internal and external client needs.
- Continuously develops self for current and future roles.
Qualifications and Education Requirements
- Bachelor’s degree in business and/or finance preferred or equivalent work experience.
- Minimum of 2 to 3 years consumer lending experience. Call center experience.
- 3 to 5 years of banking experience preferred.
- Ability to cross-sell new and existing bank products and services while providing a superior customer experience through relationship banking.
- Currently registered with the National Mortgage Licensing System and Registry (NMLS) or previously registered and eligible to immediately re-register.Pleasant manner in dealing with bank clients.
- Ability to multitask and perform well under pressure, along with being self-motivated.
- Must have good communication skills.
- Good mathematical aptitude.
- Proficiency with Microsoft products and Bank software products.
- Expected to participate in appropriate classes and training as required by management.
Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles.
As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.
We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.
Our culture is firmly rooted in our core values.
We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.
We are Old National Bank. Join our team.
