Manager Loan Support - ON SITE

Are you looking to have a positive impact on people in your community?  Connex Credit Union is looking for diverse talent who are motivated to improve the financial well-being of others.  We’re a company with a long and successful history where trust is important and exceptional customer service is the standard.  We are committed to our employees, our members and the communities we serve.  If you want to make a difference and be part of a growing, inclusive organization, join us in our mission.

Benefits:

• Competitive compensation.
• Medical, Dental and Vision coverage.
• Paid time off.
• 401K contributory plan with company match.
• The opportunity to become involved in community outreach.

The Loan Support Manager is responsible for leading and overseeing the daily operations of the loan support function, including Loan Processing and Branch Liaison staff. This role ensures efficient workflow management, high-quality member service, and adherence to procedural guidelines, internal policies, and regulatory requirements.

The Loan Support Manager plays a critical role in bridging front-line sales and underwriting by facilitating communication, resolving complex loan scenarios, and ensuring timely and accurate loan fulfillment. This position also drives process improvements, supports team development, and ensures operational excellence across all loan support activities.

Essential Functions and Responsibilities:

Includes the following, and other duties may be assigned.

Team Leadership & Development

• Supervise, coach, and develop Processing and Branch Liaison and staff
• Establish clear performance expectations and conduct regular performance evaluations
• Provide ongoing training and mentorship, including development of underwriting knowledge to support deal structuring and member conversations
• Foster a collaborative, service-oriented team culture aligned with organizational values

Operational Oversight

• Manage daily workflow across Processing and Branch Liaison functions to ensure service level agreements (SLAs) are consistently met
• Monitor pipeline volume and allocate resources effectively to maintain efficiency and turnaround times
• Ensure accuracy and completeness of loan files prior to funding
• Oversee closing processes to ensure timely and compliant loan funding

Loan Fulfillment & Quality Control

• Ensure all loans are processed and closed in accordance with underwriting decisions, policies, and regulatory requirements
• Perform quality control reviews to mitigate risk and ensure documentation integrity
• Partner with underwriting to resolve complex or escalated loan scenarios, including structuring counter-offers or alternative solutions

Branch & Member Support

• Oversee Branch Liaison function to ensure strong communication between branches, underwriting, and operations
• Support escalations from branches and members, ensuring timely resolution and a positive member experience
• Provide guidance to Branch Liaisons on loan scenarios, policy interpretation, and deal structuring

Process Improvement & Efficiency

• Identify and implement process improvements to enhance efficiency, reduce cycle times, and improve member experience
• Collaborate with cross-functional teams to streamline workflows and optimize systems utilization
• Track and report on key performance metrics, identifying trends and opportunities for improvement

Compliance & Risk Management

• Ensure adherence to all internal policies, procedures, and regulatory requirements
• Stay current on lending regulations and ensure team compliance
• Support internal and external audits by providing documentation and addressing findings as needed

Qualifications

Education & Experience

• Degree in Business, Finance, or related field preferred, or equivalent work experience
• 5 years of consumer or residential lending experience, including processing, closing, or underwriting
• 2 years of leadership or supervisory experience preferred

Knowledge & Skills

• Strong understanding of consumer and home equity lending processes, underwriting guidelines, and loan documentation
• Ability to analyze and resolve complex loan scenarios
• Proven leadership, coaching, and team development skills
• Excellent organizational and time management abilities
• Strong communication and interpersonal skills, with the ability to collaborate across departments
• Detail-oriented with a focus on accuracy and compliance
• Proficiency in loan origination systems and related technology

Performance Measurements

• Achievement of established service level agreements (SLAs) for processing and closing timelines
• Loan quality metrics, including error rates and post-closing exceptions
• Team productivity and workflow efficiency
• Member and internal partner satisfaction scores
• Employee engagement, development, and retention
• Compliance with regulatory and internal audit standards

Salary : $62,409 - $93,613