Leads and develops a high-performing team of consumer loan specialists by hiring top talent, providing comprehensive training, and ensuring effective scheduling and support
Inspires a culture of accountability and excellence by setting clear service level expectations and actively supporting staff in achieving them
Provides regular performance feedback through reviews and coaching, and partners with team members to identify growth opportunities and implement improvement plans when needed
Monitor individual and team sales performance through call reviews and quality audits; provide feedback and coaching to improve sales and service quality for both core Consumer Lending products as well as ancillary products
Promote cross-selling of credit union products and services, ensuring CLS are equipped to identify member needs
Collaborate with the AVP, Consumer Lending to meet production goals and implement process improvements
Ensure compliance with internal policies and procedures, and state and federal regulations, pertaining to consumer lending
Demonstrate decisiveness, integrity, flexibility, and critical thinking that advances team, department, and organizational success
Successfully manage unexpected situations using anecdotal and factual data to resolve challenges decisively
Monitor the quality and integrity of loan applications submitted and the actions of the CLS in connection with loan originations
Monitor red flags or trends in connection with new loan applications, CLS, and dealership partners and take appropriate actions to prevent and resolve as needed
Set service level expectations and hold staff accountable when expectations are not met
Conduct performance reviews, corrective action plans, and coach staff on areas for improvement
Regularly complete pre-defined quality control audits; recommend adjustments as needed
Represent the department during internal and external exams and audits as needed
Provide training and development for branch and retail staff on consumer loan products, and to CLS on deposit and other products, to increase referrals between teams
Assist in planning, development, and implementation of lending processes, programs, and policies
Participate in budgeting and financial forecasting/planning
Support the department’s satisfaction and Net Promoter Score (NPS) goals by delivering high-quality service and fostering a culture of excellence
Demonstrate excellent customer service skills to both internal and external audiences
Consistently demonstrates SCU Values
Regular and reliable attendance
Requirements
Associate degree or equivalent combination of education and experience
2+ years of experience in a people management role, with a proven ability to lead and develop high-performing teams
3+ years of experience in a sales-driven environment with performance metrics tied to goals or quotas
Solid understanding of consumer lending products, practices, and lifecycle
Strong knowledge of federal and state lending regulations and compliance standards
Exceptional organizational and time management skills, with the ability to prioritize and manage multiple tasks effectively
Excellent written and verbal communication skills, with the ability to convey complex information clearly and professionally
Strong analytical and problem-solving abilities, including basic financial and mathematical calculations
Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Visio) and comfort with learning new technologies
Benefits
employee-paid medical benefits
401k matching
generous time off, such as for volunteering and even to celebrate your birthday
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
