Position Title:
Employee Name:
Reports To:
Date:
Member Relationship Manager
II
Loans Manager
May 2011
CREDIT UNION MISSION
Our professional team provides a personalized, convenient, competitive range of financial solutions
to benefit our member owners and the communities we serve because we care.
PURPOSE OF POSITION
Under general supervision, provides commercial, agriculture, consumer and mortgage lending
services to the current members and potential members; recognizes member needs and cross-sells
credit union lending and deposit services; ensures all loan activities are in compliance with relevant
legislation regulations, policies and procedures.
Expected Standard of Performance
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Provide superior service to members by consistently using the Winning Play to discover
Problems, Needs & Opportunities(PNOs), suggest solutions, and refer members to
appropriate staff.
Maintain a positive work atmosphere by behaving and communicating with members, coworkers, supervisors in a professional, polite, and respectful manner.
Adhere to legislation and security procedures as they pertain to the position.
Actively participate in department/credit union meetings and activities.
Essential Duties & Responsibilities
Delivery of Lending Services to Members
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Conduct interviews with members to identify lending needs.
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Collect and compile information and analyze financial statements to assess credit worthiness.
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When required complete loan applications and related documents for new loans, renewals,
loan payment suspensions, alternatives and substitutions of security.
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Ensure profitability of loan through application of loan rates, service charges and overdue
interest.
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Grant commercial, agricultural, mortgage, consumer and other loan applications within
approved lending limits.
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Provide individualized financial counselling (such as debt consolidation) and information to
members on loans services and deposit products offered through the credit union.
Loans Officer II Job Description – Updated May 2011
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Maintain up-to-date knowledge of credit union lending and deposit products and services and
relevant policies and legislation by regularly reviewing literature and attending update
meetings.
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Respond to members’ inquiries on lending services offered by providing information on the
features of each product and service; resolve routine member problems and concerns with
applicable lending services.
Loans Administration
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Review delinquent accounts, analyze current status and initiate action to collect on delinquent
loans.
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Conduct credit investigations, security inspections and searches as required; perform routine
account reviews as directed; review and interpret system-generated loan reports, identify
further action required to address problem areas; initiate action in accordance with
established procedures.
S-TEAM
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Maintain up-to-date knowledge (features and benefits) of credit union products and services
and relevant policies and procedures.
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Clearly communicate how the product and service features and benefits satisfy a member’s
financial services needs and requirements.
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Cross sell all credit union products, encourage new members, increase business development
through service excellence and product knowledge.
DECISION MAKING AND FREEDOM TO ACT
Under broad managerial direction; with little functional guidance. Work is complex and requires
considerable judgement to make decisions within generally defined managerial practice and credit
union policy.
Loans Officer II Job Description – Updated May 2011
CORE COMPETENCIES
1. Employee and Member Focus
2. Communication
Definition: Ensures and maintains member satisfaction
with the product and services offered by the organization.
Definition: Clearly conveys information to a variety of
audiences using the tools necessary, engaging the audience
to ensure the message is delivered and understood, creating a
positive first impression with confidence and respect.
Key Actions
Key Actions
 Concentrates on each member and attempts to
Discover needs or problems by listening for “clues” in
conversations, asking questions, making observations,
doing research and recalling other information, which
might reveal a need for new services.
 Determines the member’s awareness of the problem,
need or opportunity discovered and the member’s
interest in solving it.
 Decides the best service or product to solve the
member’s problem, need or opportunity and then
recommends it.
 Discusses new or additional service(s) with the
member, explaining, in simple terms, what each
service is and how it will be of benefit.
 Directs the interested member to the new account
desk for more information or to open the account
suggested.
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3. Ethics and Integrity
4. Team Work
Definition: earns the trust and respect of others through
consistent honesty and professionalism in all interactions.
Diplomatically handles challenging or tense interpersonal
situations
Definition: Promotes cooperation and commitment with the
team towards the attainment of common goals. Understands
the credit union’s objectives. Enables cooperative and
productive group interactions.
Key Actions
Key Actions
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Shows respect – ensures that communication and
actions are always professional.
Maintains confidentiality - at all times ensures that
information available remains confidential.
Honours commitments - ensures commitments are
realistic and carried through. Says what they mean
and means what they say.
Avoids situations that could be considered a conflict
of interest.
Adheres to a set of core values that match those of
the credit union.
Strives to understand the data, the people, and their
views before making decisions and taking action.
Works through difficult or awkward interpersonal
situations in a positive manner. Approaches sensitive
issues in ways that allow rational and open
discussion.
Focuses on issues and interests instead of people or
positions, even when personally attacked.
Delivers tough messages with sensitivity to minimize
Loans Officer II Job Description – Updated May 2011
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Listens - understands and learns from what others say.
Grasps the meaning of written information and applies it.
Uses language that matches the message and the
audience involved.
Conveys ideas and facts in writing using appropriate
language the reader will understand.
Engages the audience by using relevant information and
varied tools such as voice inflection and body language.
Makes certain that the message is understood by asking
for paraphrasing and examples.
Speaks confidently about the credit union’s products,
services.
Models commitment - leads by example and sets
standards for professional behaviour.
Knows and supports teammates’ work and deliverables Helps teammates who need or ask for support or
assistance.
Work as a team - ensures joint ownership of goal setting,
commitments, and accomplishments.
Establishes a team-like mentality, through sharing
information or expertise, working together to solve
problems, and putting team success first. Encouraging
team unity through sharing of information and expertise.
Joint ownership of goals - commitments and
accomplishments involve everyone on the team.
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the negative impact on others; critiques
constructively.
Thoughtfully intervenes in conflicts to improve
communication, diffuse tension, and resolve
problems. Seeks to find common ground and
preserve relationships.
5. Accountability and
Dependability
Definition: takes personal responsibility for the quality
and timeliness of work and achieves results with no
oversight, including following guidelines, standards
regulations and principles.
6. Time Management
Definition: Maximizes time in order to accomplish as many
tasks as possible in a timely manner keeping in mind
prioritizing tasks as needed.
Key Actions
Key Actions
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Stays focused - can continue to be productive
regardless of interruptions and distractions.
Maximizes time - is able to use time available to
deliver quality work.
Takes responsibility - does not make excuses for
errors or problems, acknowledges and corrects
mistakes. Does not diffuse blame and faces problems
quickly and directly.
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7. Development and Continual
Learning
Definition: Displays on going commitment to learning
and self-improvement.
Key Actions
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Learns from mistakes - is able to see failure as an
opportunity to learn from results.
Seeks ways to improve processes - looks for ways to
complete tasks more effectively.
Asks for feedback - needs feedback as a drive to
improve performance.
Acquires new competencies - researches ways to
learn new skills that will result in self improvement
and effectiveness.
Loans Officer II Job Description – Updated May 2011
Is proactive - stays on top of trends in order to be
proactive and not reactive to any changes.
Focuses time and effort - groups related tasks to
maximize efficiency, can easily transition between tasks
when interrupted.
Prioritizes tasks by importance and deadline discerns
what is crucial from what is just urgent. Adjusts priorities
as situations change.
Stays determined – is able to maintain momentum, focus
and effectiveness even when pressure is strong.
Uses all resources available - is knowledgeable about all
resources available and their importance.