Loan Servicing Team Leader, Full-Time, Marlboro - Digital FCU

Description

** Loan Servicing Team Leader, Full-Time, Marlboro**

**Job Category****:** Loan Services **Requisition Number****:** LOANS004040 Showing 1 location **Job Details**

**Description**

Schedule: Mon - Fri: 8 AM - 5 PM, Alt Sat Hours)

Summary/Objective:

The Team Leader is responsible for cultivating a positive, productive work environment which includes ensuring the development, training and coaching of team members and meeting all Service Excellence expectations and Key Performance measurements. The Team Leader is required to support and manage the teams resources using data to determine, daily, weekly and monthly priorities and responsibilities by supervising all workflows on the Loan Servicing Team. The Team Leader will work closely in the management and successful completion of team and department projects.

**Essential Functions:**

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Possesses a high level knowledge of SCRA/MLA. Maintains industry knowledge on SCRA/MLA and makes recommendations to management to enhance processes.

Possesses a thorough understanding of Skip A Payment processing, Amend A Notes, Gap and Debt Protection claims and daily loan servicing functions. Makes recommendations to management to improve and automate processes. Adheres to all related established deadlines.

Stays current on changes to regulations and ensures the relevant polices and procedures are updated and communicated to appropriate staff members.

Creates policies and procedures in areas of oversight in DCU required format; ensures polices and procedures are updated as changes are made

Key contact for researching and resolving daily operating issues and member complaints related to; loan servicing functions, third party payoffs and lien releases, skip a payments, letter requests, Gap and Debt Protection claims, SCRA/MLA and additional team responsibilities.

Develops relationships with vendors such as XP, Pega, Dealertrack and Allied to remain current on enhancements and changes within the industry. Works collaboratively to address issues, facilitate upgrades and offer new benefits with said vendors

Works with manager to develop strategic and tactical plans for Loan Servicing related projects and initiatives

Liaison for the audit, compliance and enterprise risk areas for relevant assessments performed and actively involved in resolving findings to ensure future compliance. This will include Key Risk Indicator reporting, all audits related to Loan Servicing processes, Enterprise risk assessments, risk control assessments, and ensure that self-testing is performed

Communicates effectively and regularly with all team members, though various methods, on DCU and department related initiatives, to ensure employees are engaged and feel part of a team dynamic.

Manages daily staff schedules, workflow and phone coverage relating to Service Requests, Email, reports, auditing and all other team functions to ensure the completion of assigned tasks are within service expectations.

Address all employee performance issues in an acceptable timeframe and format.

Coaches and develops staff by providing adequate training and cross-training for all job responsibilities. Sets performance goals and mentor staff on Service Excellence expectations, providing timely feedback through Call Monitoring, one on one meetings, team meetings, and employee performance evaluations.

May oversee and/or assist in the management of projects, upgrades and enhancements relating to XP, Pega/CRM, Project Finance, Loans PQ, and all other systems utilized by the team.

Perform system validation for internal releases and enhancements and reports findings.

Conduct interviews and participate in the hiring of new Loan Servicing Team Members

Perform other duties as assigned

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Competencies:

Coaching

Guiding and developing staff

Follow-up

Influence

Financial Acumen

Managing Work

Applied Learning

Building Trust

Team Leadership

Decision Making/Problem Solving

Initiative

Member Focus

Delegating Responsibility

Stress Tolerance

Innovation

Ability to handle multiple priorities and projects

Adaptability

Conflict Management

Advanced Written and Verbal communication skills

Technical/Professional Knowledge and Skills

Facilitating Change

Ethical Conduct

Collaboration

Continuous Learning and Professional Development

Education and Experience Requirements:

Minimum of two years related work experience, financial institution preferred

Prior supervisory experience preferred

Excellent PC skills required to include MS Word and Excel

Excellent prior customer service experience

Additional Eligibility Requirements: None

Supervisory Responsibility:

Team Leader would be responsible to manage a team of up to 10 members.

Work Environment:

This job operates in a professional office and remote environment. This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.

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. This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools or controls and to reach with hands and arms.

**Travel:**

Travel may be required in order to attend offsite training.

Service Excellence: The DCU Way:

All employees are expected to provide service excellence the *DCU Way* through teamwork and by providing quality service to internal and external members, incorporating the Guiding Principles of DCUs culture:

People come first

Do the right thing

Make a difference

Bank Secrecy Act (BSA):

All Credit Union employees are required to complete all BSA related training annually and maintain knowledge of current BSA policies, specifically those related to functions performed within the department and identify and report possible suspicious activity.

**We are proud to be an EEO/AA employer M/F/D/V.**

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)