Consumer Loan Servicing - Sup - Consumer Loan Servicing
Company: Golden 1 Credit Union
Location: Sacramento
Posted on: May 23, 2023
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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
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