Retail Lending Assistant

Summary: The primary focus of the Retail Lending Assistant will be to provide superior customer service to retail customers through the mortgage and consumer lending process. The Retail Lending Assistant will also provide general administrative support to retail lenders.

Major duties & responsibilities:

  • Provide superior customer service to all mortgage and consumer loan customers, working with them to collect necessary documentation to satisfy underwriting requirements
  • Coordinate mortgage loan closings with customers, real estate agents, and title companies
  • Communicate proactively with borrowers and real estate agents to keep them informed of the progress of their loan
  • Understand all Bank offered retail products and services and explain options to customers in order to assist them in meeting their needs
  • Provide general administrative support to Retail Lenders and Retail Banking Associates, including printing, scanning, and mailing of customer documents
  • Handle customer complaints and issues and take appropriate action to resolve them, escalating the more complex issues to the Branch Manager or other contact within the Bank as appropriate
  • Assist Branch Manager with special projects such as marketing promotions, audit preparation, and goal setting, as well as other branch operation duties as needed
  • All other duties as assigned

Education, Experience, Knowledge, Skills, and Abilities:


  • High school diploma or equivalent
  • Strong customer service background
  • Strong verbal and written communication skills; as well as strong listening skills
  • Ability to establish and maintain relationships with potential and existing customers
  • Ability to work under general supervision, manage multiple priorities, and meet deadlines
  • Experience dealing with money
  • Strong computer and technical skills
  • Strong attention to detail
  • Strong analytical, critical thinking, problem solving skills


  • Associates or Bachelor’s degree in business, finance, accounting or related field, or an equivalent combination of education and experience
  • Previous experience in a bank and/or lending environment
  • Knowledge of Bank retail products and services
  • Sales experience