Supervisor of MCC Consumer and Mortgage Lending

Overview

Launch Credit Union Partner

Compensation: $59,000 - $85,000 based on experience and credentials

Schedule: Monday through Thursday, 8:15 AM - 5:00 PM & Friday 8:15 AM - 6:00 PM.

Please note that this role will move to a Monday through Friday, 11:00 AM - 8:00 PM schedule in the future.

The MCC Consumer & Mortgage Lending Supervisor oversees the daily activities of their assigned MCC lending and mortgage staff. Key responsibilities of this role include maintaining superior member service by ensuring the daily functions of the call center are performed accurately by resolving escalated member calls, complaints, and complex member account issues. An ideal candidate exemplifies the highest level of customer service, demonstrates leadership skills, and effectively manages performance.

Responsibilities

• Supervise the daily activities of assigned staff to ensure all call center loan functions are performed accurately and promptly
• Review and monitor call queues and wait times
• Ensure the communication between members and credit union staff is prompt and accurate to meet the standards of the organization
• Assist with personnel activities such as training, performance reviews, disciplinary matters, and rewarding and motivating employees
• Ensure staff follows policies, procedures, and regulatory requirements pertaining to consumer and mortgage loan process
• Identify, research, resolve member escalations, and communicate resolutions with members
• Complete quality monitoring of calls to determine if additional training is needed and follow up with management on the outcome of counseling and recommendations
• Support staff by providing information, direction, resources, or feedback to successfully complete job responsibilities
• Conduct regular team meetings to keep staff informed on current topics, and address any questions or concerns
• Conduct monthly individual dialogs providing focus recognition and feedback
• Review and create reports to complete scorecards
• Review and recommend new efficiencies or procedures to improve daily operations
• Delegate responsibilities to staff and monitor progress to ensure goals are met
• Implement personnel activities such as hiring, training, performance appraisals, disciplinary matters, and lead employees
• Assist senior management with developing and implementing long-term and short-term business objectives
• Develop, monitor, and maintain the department budget in cooperation with senior management
• Assist senior management with regulatory compliance to ensure the credit union is in accordance with applicable laws and government regulations
• Attend educational events to increase professional knowledge
• Support and demonstrate Suncoast’s cultural beliefs
• Cultivate a strong team by building trust among the members
• Interpret and implement management policies for area of responsibility
• Maintain knowledge and understanding of current trends, laws, and issues affecting area of expertise
  
  

Qualifications

• Bachelor’s degree in a business-related field, CCUE or PCUE designation (A comparable combination of work experience and training may be substituted for education requirements)
• 4 years of call center experience, preferably with a financial institution
• Consumer and mortgage lending experience required
• Supervisory experience preferred
• Periodic travel required
• Ability to work extended hours outside of regular business hours
• Ability to prioritize tasks by effectively managing competing and changing priorities to meet deadlines
• Accurate, detail-oriented, and organized with task management
• Ability to analyze and resolve complex problems
• Ability to maintain a high level of confidentiality
• Good knowledge and understanding of the credit union products, services, policies, and procedures pertinent to the job
• Good knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities
• Good knowledge and understanding of all credit union computer systems and software applications required to perform job duties
• Good written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
• Ability to communicate policies, practices, and procedures for direct reports and other stakeholders to understand
  
  

Safe Act Statement

This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry (NMLS). The employee will obtain a unique identifier from the registry before engaging in mortgage loan originator activities. The employee must maintain and renew the registration on an annual basis, provide updated registration information with the registry on a timely basis, and provide a unique identifier to consumers as required by applicable SAFE Act regulations and Suncoast Credit Union policies and procedures.

Benefits

• Financial Well-Being: Bonus Program up to 18%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000 Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year
  
  

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.

For more information, please visit our careers site at https://careers.suncoastcreditunion.com/