Consumer Lending Operations Manager - Anaheim, United States - Wescom Credit Union

Description

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We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.

Salary Grade:

Salary Pay Range for This Position:

POSITION SUMMARY:

Manages and leads the Consumer Lending Operations department, creating a work environment where staff consistently focuses on delivering Signature Experiences. Fosters a culture within the entire branch network and all frontline staff that reinforces member service, teamwork, collaboration, financial discipline, operational integrity, process improvement and efficiency. Models desired behavior and promotes optimal member engagements through motivating direct and indirect staff, reinforcing a needs-driven sales approach designed to achieve departmental goals. Provides ongoing coaching to achieve organizational objectives and is responsible for education team members regarding all Consumer Lending Operations policies and procedures. Oversees ongoing employee development, training and applicable licensing.

Facilitates the Consumer Lending Operations area to provide general, operational and procedural support to the branch network, Member Contact Center and other member facing departments. Manages and oversees the servicing activities of all Consumer Lending products. Continues to focus on building cross-functional teamwork, streamlining processes and workflows.

Supports the organization's strategic objectives by establishing goals that are specific, measurable and attainable. Tracks results and leads staff to achieve assigned goals, coaches/reviews performance accordingly and establishes production and referral expectations for consumer loan products. Responsible for proactively resolving escalated member inquiries and problems.

ESSENTIAL POSITION FUNCTIONS:

Consistently provides a high level of service and is committed to increasing member satisfaction.

Demonstrates adherence to the Consumer Lending Service Standards in addition to the enforcement and modeling of our Mission Statement, Core Values, and Team Attributes.

Promotes advocacy and takes personal responsibility to ensure that member issues are handled expeditiously. Focuses on delivering Signature experiences.

Creates an environment that supports teamwork and collaboration within the Operations area, Consumer Lending division and organization-wide.

Oversees and coordinates daily operations of the Consumer Lending servicing functions, workforce management, lending software and loan origination reporting functionality.

Responsible for selecting, coaching, evaluating and developing department staff; focuses on career pathing of direct reports; oversees training of staff in member service, products and services, operations and interpersonal skills.

Ensures training objectives are met, including regulatory training.

Oversees and manages the Collateral Protection Insurance (CPI) program. Provides detailed reporting and maintains proper tracking procedures. Works closely with the CPI provider to effectively track insurance policies and process premiums/refunds.

Manages the vehicle title perfection and management processes, ensuring compliance and protecting the assets of the credit union.

Ensures regulatory compliance for all Consumer Lending servicing processes including but not limited to the California DMV Vehicle Code, The Fair Credit Reporting Act, Reg B – Equal Opportunity Act, Reg Z – Truth in Lending, Service Civil Relief Act (SCRA).

Responsible for the loan origination process of specific loan programs or applicants whether through the management of staff or individually.

Works collaboratively with Wescom University, branch and department management on Consumer Lending operational training and ongoing education.

Leads Consumer Lending Operations staff in providing technical support to all Branch and Call Center staff that originate Consumer Loans.

Develops annual goals for service, growth and other key areas for the department. Coaches staff to achieve growth through needs-based sales and service skills, matching Credit Union products and services to members' needs.

Extensive knowledge of consumer lending as well as experience with the loan origination and the servicing process, including application processing, pricing, documentation, disclosures, quality control and funding.

Works collaboratively with Marketing to direct and/or assist marketing efforts and provide support for credit union products and services.

Leads department compliance with audit and security standards, policies and procedures, loss prevention measures and the safeguarding of Credit Union assets. Ensures quality control of loans funded by the department.

Manages the centralized DMV Title Processing function which includes title tracking, perfection and release. Directs DMV staff in providing DMV support for the branch network, Member Call Center and Consumer Lending Department.

Manages the centralized Consumer Lending Credit Dispute process and ensures resolution and responses are completed within the mandated 30 day timeframe.

Administers the GAP and MMP programs including the billing, reconciliation, premium/refund posting and claim process. Coordinates and provides product knowledge training for frontline staff.

Responsible for tracking and monitoring all Consumer Lending servicing including loan record changes, loan payoffs, payment and due date revisions, loan corrections and skip-a-pay program.

Manages department payroll administration, employee files, conducts "Record of Discussion" with employee when appropriate and is responsible for the performance appraisal process.

Utilizes cross-functional operational knowledge in collaborating with all areas of the Credit Union to continuously optimize the lending products and member experience.

Assists with preparation and/or development of proposals, presentations and reports for the Consumer Lending area.

Evaluates and recommends strategic opportunities for improved functionality, applications, services and vendors to improve and enhance the organization's loan servicing operations.

Manages the development and revision of policies and procedures relative to Consumer Lending Operations. Balances monthly General Ledger (GL) and performs audits of all GL accounts.

Participates on project teams at the department/organizational level.

Contributes to organizational efforts in process improvement and business unit streamlining.

Supports organizational strategy and helps manage the change process within the department.

Required to work independently and has the ability to resolve issues with minimal external intervention.

COMMITTEE PARTICIPATION:

Member of : Joins with all of management to review and address member service delivery and related functions, operational policies, employee issues, quality control problems, planning items and other Wescom activities. The position is eligible for the Credit Union's Management Team Incentive Program and Team Award.

EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:

Bachelor's degree or 5+ years of progressive lending/loan operations supervision experience in a financial institution.

Detailed knowledge of Consumer Lending regulations including but not limited to The Fair Credit Reporting Act, Reg B – Equal Opportunity Act, Reg Z – Truth in Lending, Service Civil Relief Act (SCRA), is essential.

Extensive knowledge of DMV related processes, documentation and regulations preferred.

Registration:

Nationwide Mortgage Licensing System (NMLS) registration is required and must be maintained for all Consumer Lending Management Loan Originators.

Extensive knowledge and experience in originating and underwriting Consumer Lending products, including but not limited to Auto, Credit Card, and Personal Loans/Lines of Credit.

Extensive knowledge of Credit Union operations and management. Keeps current on industry news.

Ability to demonstrate excellent analytical skills; strong communication skills, both written and oral; ability to quickly embrace change and effectively lead others through change

Demonstrate professionalism; detail oriented; strong organizational skills; ability to work in a fast paced environment.

Ability to work well with others and be a team player; and ability to be creative, productive and goal oriented.

Must have excellent written and verbal communication skills.

Demonstrated interpersonal skills necessary to manage and motivate a group of people

Excellent analytical skills; accuracy, consistency, and completeness is critical. High integrity and outstanding work ethic required.

COMPUTER SKILLS:

Proficient in Microsoft applications (Word, Excel, Outlook). Must be proficient in technology applications including the Credit Union's operating system and specialized software required for performance of position.

Proficient in the following software applications preferred: Temenos, Epysis, eOscar, FocusNet, Unity and FDI.

Proficient in key lending applications and services, including Kelly Blue Book, Experian and GAP and MMP.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percent and to draw and interpret graphical analysis. Understanding of financial ratios, formulas, amortization and depreciation.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing functions of this job. The noise level in the work environment is moderately quiet. It is a non-smoking environment.

The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.

If you are applying for a Hybrid/Remote position, please note applicants are required to reside within our Wescom service areas which are defined as the following counties: Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial ,Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus and Tulare counties.