Team Lead, Consumer Credit Workouts

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a (Hybrid) Team Lead, Consumer Credit Workouts at our San Antonio, Texas; Omaha, Neraska or Eugene, Oregon service center.  The primary purpose of this job is to lead and monitor the daily activities of the Consumer Credit Workouts team, ensuring the timely and accurate completion of all financial hardship requests. This role will assist staff in analyzing loan files to determine compliance with PenFed, and regulatory requirements.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Plan, direct, supervise and evaluate workflow, daily operations and execution of consumer credit workouts activities.

• Provide guidance and leadership to staff. Lead and mentor staff to develop and reinforce skills, improve processes and procedures, and increase overall effectiveness.

• Monitor daily work for accuracy and completeness of financial hardship applications to ensure loans meet all applicable requirements, assignment/completion of collection rates, negative share workouts and Courtesy Skip processing.

• Plan, schedule, lead, and evaluate effective staff meetings in support of strong communication and department effectiveness.

• Assist with team building activities or employee engagement to help maintain positive moral.

• Assist team members with escalated calls, daily assigned tasks and complex issues.

• Manage the Senior Loss Mitigation Analysts, Loss Mitigation Analysts and Support Representatives in the maintenance of efficient workflow to minimize turnaround time of all financial hardship related requests.

• Complete daily, weekly, and monthly reports for Collections and Servicing management.

• Assist Consumer Credit Workout leadership with the development and implementation of underwriting and additional workout policies and procedures.

• Maintain advanced knowledge of internal policies, applicable federal and state laws and regulations concerning consumer lending.

• Review and propose changes to policies and procedures, forms, training materials and other documents.

• Assist with writing and administering staff monthly performance score cards. Creating effective mid-year and yearly goals and objectives for staff performance.  Coordinate training and development to ensure performance goals are established and progress is monitored.

• Participate in cross-divisional projects and provide support to other departments as required.

• Monitors the CCW Salesforce queues, incoming/outgoing mail and inboxes to ensure prompt response to inquiries.

• Serve as Acting Manager in the absence of the Consumer Credit Workouts Manager or Senior Manager

• Reviews all PenFed employee hardship requests for assistance. 

• Help answering incoming/outgoing calls from member service regarding question on assistance requests.

Equivalent combination of education and experience is considered.

• Bachelor’s Degree in a related field required.
• Minimum four (4) years of experience in Loss Mitigation is required.
• Minimum of seven (7) years of experience in Consumer Lending is required.
• Minimum of one (1) year experience in a supervisory/management role preferred.
• Strong interpersonal skills including mentoring, coaching, collaborating, and team building.
• Strong leadership capability, executing as appropriate in the areas of responsibility.
• Strong written, verbal and presentation skills.
• Effective time management, problem solving and multi-tasking skills.

Supervisory Responsibility

This position will supervise employees. 

Licenses and Certifications

Consumer underwriting authority is preferred.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Limited travel to various worksites is required.

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.
 
We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.
 
Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.
 
PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.

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