Consumer Loan Servicing - Sup - Consumer Loan Servicing

Company: Golden 1 Credit Union
Location: Sacramento
Posted on: May 23, 2023

Job Description:

JOB TITLE: SUPERVISOR - CONSUMER LOAN SERVICINGSTATUS: EXEMPTREPORTS TO: MANAGER - CONSUMER LOAN SERVICINGDEPARTMENT: CONSUMER LOAN SERVICINGJOB CODE: 5005PAY SCALE: $78,700.00 - $80,000.00 ANUALLYGENERAL DESCRIPTION:Lead a Consumer Loan Servicing team and support other servicing teams' staff, motivating them to meet Golden1 Credit Union's strategic goals. Assist the Department Manager with all aspects of department functions and performance. Review, analyze, and evaluate consumer loan servicing processes in about risk, compliance, and loan servicing standards and requirements.Maintain and strengthen relationships with members, branch, contact center staff/management, and business partners by fostering an understanding of the credit union's Mission, Vision, and Core Values. Maintain a thorough understanding of the credit union's servicing standards, risk philosophy, culture, and prevailing market conditions. Demonstrate strong leadership, judgment, and critical thinking abilities. Support and engage a team by demonstrating the Golden Commitments to Leadership.TASKS, DUTIES, FUNCTIONS:1. Responsible for ensuring service excellence to all credit union staff, external business partners, and members of the Golden 1 Credit Union by continually reinforcing our Mission, Vision, and Core Values.2. Monitor and supervise specialized servicing functions related to Consumer and business Loans (excluding Credit Cards), including but not limited to:a. Collateral Loans, Personal Loans, Personal Lines of Credit, Share Secured Loans, Certificate Secured Loans, Equity Loans, Business Loans, Insurance Products, Periodic Statement validation and delivery as required.b. Research and process loan adjustments in accordance with regulation, policy, and as necessary for credit union purposes.c. Service Member Protection (SCRA/CMVC) oversight and administration.3. Foster a positive and engaging work environment by promoting skill development, coaching for improvement and growth, inspiring others through words and actions and encouraging positive employee morale throughout Golden 1 by living out our Mission, Vision, and Core Values.4. Monitor Consumer Loan portfolio including rates, and applicable system tables, to ensure periodic rate changes take effect according to prescribed timelines, in alignment with member loan documentation and in response to direction from leadership.5. Monitor, periodically evaluate, and report risk associated with the Loan portfolio as it relates to market conditions, corporate credit union risk controls, and department standards.6. Consistent focus on the Member Experience as it relates to all aspects of the entire Consumer Loan Servicing team by fostering teamwork across the department to ensure adequate service levels.7. Ensure all system enhancements, vendor programs, and product updates are thoroughly researched, tested, and installed with an exceptional member experience in mind.8. Develop new processes and enhance existing policy/procedures to ensure both service excellence and scalability. Establish processes that effectively monitor service provided and implement improvement protocols as necessary.9. Manage and provide monthly reporting for inbound telephone queue, receiving more than 4000 calls monthly.10. Ensure effective cross-collaboration and teamwork with all internal and external stakeholders by proactively developing and nurturing mutually beneficial partnerships.11. Responsible for production and service-related goals by driving production, managing the pipeline, eliminating bottlenecks, and ensuring optimal service levels and member experience at all times.12. Review, analyze, and evaluate Loan Servicing requests to ensure they are processed within guidelines. Apply appropriate servicing standards to approve or deny servicing requests by:a. Evaluating and ensuring the transaction is accurate, complete, and compliant.b. Reviewing supporting documentation for accuracy, authenticity, and truthfulness.c. Applying fraud detection, prevention, and reporting techniques as necessary.13. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance.14. Monitor General Ledger accounts associated with department tasks, including the review and prudent use of Member Accommodation.15. Promptly review, approve, and remit vendor billing statements for prompt payment.16. Review and submit appropriate legal filings, as well as necessary follow-up, including both internal and external attorney engagement as necessary.17. Administer, process, and maintain staff payroll, scheduling, personnel reports, disciplinary actions, performance appraisals, management analysis and summary reports.18. Perform other duties as assigned.19. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union's risk appetite, and ensure operational integrity and compliance with applicable regulations.PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:1. Effective oral and written communication skills required to interact with credit union staff and management and to perform constructive follow up on member loan requests, inquiries, and concerns.2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone.ORGANIZATIONAL CONTACTS & RELATIONSHIPS:1. INTERNAL: Credit union management and all levels of staff.2. EXTERNAL: Members, peers at other financial institutions, vendors, insurance companies, and title companies.QUALIFICATIONS:1. EDUCATION: Bachelor's degree in Business, Finance, or equivalent work experience in a related field preferred.2. EXPERIENCE: Five years of progressively responsible loan servicing experience within a financial institution, preferred.3. KNOWLEDGE/SKILLS:--- Strong knowledge of Consumer Loan Servicing Operations is required.--- Strong analytical skills, organizational skills, attention to detail, and problem-solving skills.--- Ability to use logical reasoning when interpreting facts and make objective observations, examinations, evaluations, decisions, and recommendations.--- Remain knowledgeable on key trends in the financial services industry that impact loan servicing which may also include current housing market conditions.--- Solid interpersonal, oral, and written communication skills to build and maintain professional relationships.--- Proven leadership abilities.--- Possess a high degree of integrity and use sound judgment to make appropriate and fair decisions on behalf of the member and the credit union.--- Utilize process management skills to effectively prioritize multiple objectives.--- Must work well in a fast paced, demanding, and flexible production-oriented department.PHYSICAL REQUIREMENTS:1. Prolonged sitting throughout the workday with occasional mobility required.2. Corrected vision within the normal range.3. Hearing within normal range. A device to enhance hearing will be provided if needed.4. Ability to lift 15 lbs. may be required.5. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.6. Must be flexible with scheduling, including evenings, weekends, and holidays.7. Minimal travel to attend meetings by car and/or public conveyance for conferences or training sessions held at out-of-area locations.THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS/ HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.REV. 5.19.2023

Keywords: Golden 1 Credit Union, Sacramento , Consumer Loan Servicing - Sup - Consumer Loan Servicing, Other , Sacramento, California