What are the responsibilities and job description for the Loan Servicing Manager (Hybrid) position at External?
Maintain a consumer loan servicing department and manage all aspects of loan Duties include quality assurance, audits and file maintenance reports, titles, legal issues on shares and loans occasionally, maintenance of accounts, corrections of errors, forced place insurance, etc.
Manage all aspects of operations including processing, servicing, documentation review, post-closing and overall internal operations customer service.
Manage regulatory and member complaints, including researching, responding, documenting, etc.
In collaboration with other lending leaders, grow the consumer loan portfolio, find additional ways to say yes and help more members and team members, and be easier to do business with while utilizing data to make decisions.
Coach and develop team members and lending peers; foster strong relationships with branch leadership and lender
Lead the loan servicing portions of business plans; Manage third party vendors as appropriate to grow the areas of responsibility; Provide feedback to other leaders across the organization to reduce errors.
Enhance monitoring by building out additional reporting and review capabilities; Be the liaison for lending and audits including pulling documentation, communicating directly with auditors, developing reports, and responding to audits and issues that arise.
Serve internal team members on loan corrections, daily loan servicing activities, and participate in loan servicing related projects including credit reporting, title projects, core system changes, etc.
Implement automation to enhance the member and team member experience to reduce team member error rates associated to manual work.
Develop processes and procedures for loan servicing needs across the organization including communicating needs and issues, working on requests, and follow up on completion of member needs.
Get involved and build a network of other lending managers, advisory boards, etc. to learn enhanced servicing strategies based on market changes and fraud trends.
Have a strong bias for action, bold thinking, and the ability to manage the complexities brought about by rapid
Ensure the highest levels of member loyalty in alignment with our purpose and
Ensure that operational excellence and continuous improvement are key focuses and are supported throughout the consumer lending network; Work to improve the member experience by utilizing qualitative and quantitative data, design thinking, and journey mapping.
Collaborate with all key stakeholders in the execution of strategic, transactional, and operational
Have fun and recognize employees and
Develop and analyze performance metrics and KPIs as well as market competition and provide strategic direction to the consumer lending network in accomplishing defined objectives; provide reporting to GUCU leadership.
Improve service delivery expectations; monitor results utilizing Genesys, member, and employee feedback to attain objectives for service, profitable growth, efficiency and enhanced member and internal experiences.
Identify efficiencies, participate in vendor sales presentations and project implementations, make recommendations to improve department processes.
Adheres to all applicable Federal and State laws and regulations governing the Credit
Performs other job-related duties as
Promotes and establishes strong, positive and productive working relationships within the organization through commitment to the company’s purpose, mission and core values.
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