AVP of Loan Operations

*This position is located in Oshkosh, WI. If you are interested in hybrid work, you must live in WI, MN or IL.*

Position Summary

The AVP of Loan Operations is responsible for leading all aspects of the operational duties for the consumer, mortgage, and commercial processing and servicing teams. This position ensures that the operational duties align closely with the sales team to give the best service to our members and growth goals are achieved while remaining operationally sound.

Position Responsibilities

• Responsible for Consumer, Mortgage, and Commercial processing and servicing operational effectiveness, productivity, and cost effectiveness.
• Embrace Servant Leadership philosophy to effectively manage and develop team members
• Ensure all credit union policies, procedures and regulations are followed.
• Track monthly performance of the operations teams.
• Contribute to Corporate and branch goals by supporting current business strategies.
• Maintain control over audit procedures to ensure compliance with controls. If weaknesses are identified, remediate as recommended.
• Ensure the support teams are compliant with federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies.
• Actively contributes to the success of the Credit Union by working positively with other leaders and teams and supporting the achievement of organizational goals.
• Lead and supervise the Processing & Servicing teams for consumer, mortgage and commercial lending.
• Build a cohesive and effective team by developing staff and creating a motivating environment.
• Evaluate (annual and semi-annual performance reviews), develop, motivate and coach back-office team members; coach team members in teamwork activities and the ability to look for efficiencies in process.
• Ensure team members have strong product and services knowledge.
• Lead performance management efforts to set clear expectations, provide appropriate training and resources, observe and document, coach and counsel, discipline and evaluate team member performance.
• Coach to modify team member performance by holding regular coaching sessions and documenting results.
• Serve as a mentor and role model for staff. Assist the individual team members in attaining their individual goals.
• Monitor monthly reports for the areas of lending operations to ensure the team is appropriately staffed, to look for gaps that may need to be addressed, and to celebrate successes.
• Work closely with our Internal Audit and Quality Assurance teams to ensure processes are effective and to address any improvements needed.
• Manage lending delivery channels for members and team members, to ensure that organizational service levels are maintained or exceeded.
• Manage the department’s annual budget dollars and work closely with the Finance team to create yearly budget for the department.
• Demonstrate advanced understanding of all loan related software used by the Credit Union as well as loan products and services offered to members.
• Demonstrate ability to look for efficiencies for the lending sales and support teams during the lending process.
• Foster and maintain an atmosphere of solutions, innovation, and continuous improvement.
• Maintain ongoing communication with leadership.
• Inform them of all pertinent problems, irregularities, new developments, changes, and other important information within their area of responsibility.
• Formulate recommendations and provide feedback to management regarding operational policies and procedures.
• Demonstrate the Credit Union’s philosophy in all interactions and adhere to Credit Union values with members, prospective members and team members.
• Uphold the Credit Union’s policies and procedures and champion organizational culture both internally and externally.
• Represent and promote the Credit Union within the business community.
• Additional duties as assigned.
  
  

Qualifications

EDUCATION AND EXPERIENCE

• Associate’s degree (A.A.) or equivalent from a 2-year college or technical school. Related work experience may substitute for education.
• Three or more years of previous supervisory experience.
• Five years of experience in the financial services industry with primary focus in loan operations.
  
  

KEY COMPETENCIES

• Use effective judgment to make sound decisions while minimizing the Credit Union’s exposure to risk.
• Superior communication skills to effectively listen and disseminate information; an outgoing professional demeanor/appearance required.
• Demonstrated or potential ability to supervise operations; train and coach team members.
• Experience with member/customer service operations to include the understanding of effective member service philosophy.
• Demonstrated ability to work independently, handle multiple priorities, exercise good judgment, and employ initiative.
• Proficient in the use of personal computers, loan related software administration and use of general office programs (e.g., word processing, spreadsheets, etc.).
• Demonstrated sales and public relations skills, practical knowledge of sales techniques and processes, and ability to work with a team to achieve results.
• Excellent understanding of regulations applicable to lending and deposit products.
• Must have capability to address and resolve problems involving several variables in standardized situations.
• Ability to write routine reports and correspondence.
• Familiar with the differences in products and services offered by other financial institutions to those offered by the Credit Union.
  
  

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work Environment: Business office, the noise level in the work environment is usually quiet to moderate.
• Physical Requirements: Ability to sit or stand at a desk the majority of the workday; talk or hear; stand or walk occasionally. While performing the duties of this job, the team member is typically utilizing a computer, keyboard and phone. May occasionally reach with hands and arms; stoop, kneel, and crouch. The employee may occasionally lift and move up to 30 pounds.
  
  

The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively.