Description

Supervises the daily operational activities of the consumer servicing staff so as to ensure the staff is properly trained and executing duties in accordance with regulations, policies and established procedures. Fosters a productive, rewarding work environment that provides exceptional service to internal and external members in alignment with the Credit Union’s core values. Identifies and analyzes opportunities to improve internal processes and documents procedures that provide clarity for staff to perform their jobs accurately and efficiently. Partners with management and other CU departments to provide exceptional service to our members and to help members meet their loan and financial needs.

Job Duties:

• Hire, develop and lead the consumer servicing staff to ensure that members receive a high quality of service in line with the Credit Union’s core purpose of being “Our Members’ Trusted Partner for Financial Success”. Ensure employees have the proper tools, resources, training and support to successfully perform the requirements of their job.
• Establish clear work objectives, timelines, and priorities for self and team. Provide guidance and direction to team to ensure all functions are performed properly and within established time frames. Monitor staff workloads to ensure the department is properly staffed. Perform team functions as needed.
• Monitor, evaluate and document employee performance, providing appropriate recognition or corrections as needed. Coach with a view to success.
• Seek out areas for improvement in efficiencies, making recommendations and proceeding with enhancements whenever appropriate and possible.
• Be fully trained in the mortgage servicing area in order to back up the Loan Services Manager as needed. Must be fully trained in all escrow procedures, investor accounting, payment processing and correction, and loan import in order to make critical impact decisions.
• Using strong, independent judgment, respond appropriately to complex problems/issues regarding member loans, identifying and closing any gaps discovered.
• Monitor all MVD titling processes to ensure SLFCU has secure collateral, MVD invoices are accurate in order to eliminate company losses, and members secure their license plates and registration in a timely manner.
• Develop and document procedures as they relate to the consumer servicing team and provide staff training on specific procedures. Encourage staff input and empower employees to make proper decisions within the scope of their job.
• Actively support management in achieving established department goals. When required, actively participate in department and organizational projects, representing the best interests of the Loan Services Department.
• Maintain a solution-oriented viewpoint when interacting with members, employees, vendors and other Credit Union departments. Anticipate, identify and analyze situations, and develop or offer solutions.
• Manage employee, Credit Union board/committee member loans (service, audit, research, folder security, etc.).
• Ensure that member and Credit Union information is treated with the utmost confidentiality and security to support the Credit Union’s core purpose of being “Our Members’ Trusted Partner for Financial Success”.
• Provide a superior member experience by actively listening to and assessing the needs of the member, identifying and recommending solutions, and referring members to the appropriate person or department.
• Perform other duties as assigned by management.

Requirements

Experience and Knowledge:

• Minimum three years’ experience in a lending, loan service or real estate department performing work of the type supervised by this position.
• Minimum two years supervisory experience, or team lead experience
• Exceptional knowledge of consumer/mortgage loans, loan documentation requirements, pertinent regulations and other financial services.
• Thorough knowledge of Credit Union products and services, features, and benefits.
• Proficient in the use of personal computer applications (i.e. Microsoft Office products and the Internet) and in-house software. Demonstrates ability to learn new software.
• Mortgage processing or underwriting experience desired.

Education:

• Associate's degree (bachelor’s degree desired) in business or related field, and/or successful completion of a specialized course or study in real estate; or equivalent work experience in lieu of degree.

Interpersonal Skills:

• Demonstrates excellent interpersonal skills. Able to handle difficult situations appropriately and professionally, de-escalating when necessary.
• Takes the initiative in responding courteously and efficiently to internal and external members through various delivery channels.
• Demonstrates daily the Credit Union’s commitment to maintaining a close and caring touch with its members.
• Possesses strong leadership skills. Serves as a positive role model to others.
• Able to gain the cooperation of others and interact with internal/external contacts and all levels of staff appropriately.
• Demonstrates willingness and ability to train others effectively.
• Functions effectively within a team environment.

Communication:

• Demonstrates excellent oral and written communication skills.

Other Skills:

• Experience handling detailed type tasks. Demonstrates outstanding attention to detail and accuracy.
• Demonstrates ability to research and analyze complex issues.
• Makes independent decisions to resolve complex issues appropriately.
• Displays excellent organizational, time management and problem-solving skills. Able to manage a heavy workload through prioritizing tasks, organizing paperwork and meeting deadlines.
• Able to make prudent decisions that are timely, well researched and reflect awareness of impact.