Assistant Manager, Consumer Loan Servicing

SchoolsFirst Federal Credit Union•Tustin, CA

2d•$96,110 - $153,777

About The Position

We’re always looking for diverse, talented, service-oriented people to join our exceptional team. Assistant Manager, Consumer Loan Servicing The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity. Pay Range: $96,110.00 - $153,777.00 Scheduled Weekly Hours: 40 What You’ll Be Doing Assists the department manager in directing and overseeing the daily operations of the Consumer Loan Servicing Department. Ensures that the procedures and best practices of the loan servicing, title administration, DMV, and credit disputes functions are in alignment with credit union service expectations. Promotes and maintains a positive work atmosphere and communicates with Members, teammembers, management, and vendors in a manner consistent with the credit union’s professional standards. Identify and lead continuous improvement of processes in loan servicing, title administration and credit reporting & disputes to provide greater efficiencies. Serves as primary point of escalation for Members and teammembers by providing technical support and problem resolution on complex servicing issues. Researches and resolves Member complaints, including those arising from the Voice of the Member, CFPB, and other areas. Also leads changes to systems and procedures when necessary to prevent future complaints. Accountable for the overall quality of Members’ service experience and continued process enhancements to improve service quality levels. Assists with managing the DMV functions to ensure that loans secured with collateral have perfected titles within a timely manner. Responsible for ensuring all department desktop procedures are up-to-date and accurately reflect current processes. Reviews department standard operating procedures (SOPs) on a regular basis to ensure accuracy and both recommends and assists with updates as needed. Provides daily oversight of information and reports pertaining to all areas of loan servicing including but not limited to, analyzing data, internal system research, and looking for trends affecting service with the goal of recommending solutions. Responsible for oversight and/or approval of various department functions, including (but not limited to) benefits under the Servicemember Civil Relief Act (SCRA), Letters of Guarantee, Substitution of Collateral, and short loan payoffs. Follows the assigned level of department approval limits. Works with our Credit Reporting Agency (CRA) partners to ensure the highest quality in data reporting for our consumer loan portfolio. Also oversees and supports the credit dispute functions related to credit reporting. Monitors performance of third party vendors to ensure high levels of Member service. Oversees the testing, validation and training of process changes. Participates in core processing update and/or business continuity testing as needed. Additional Job Functions Supervises teammembers directly, including selection, training, performance appraisal and work allocation. Responsible for scheduling staff. Helps establish, communicate and achieve the credit union’s goals and standards, ensuring these are fully communicated to and understood by all department staff. Identifies areas to streamline department and credit union operations. Complies with all government regulatory policies, internal policies and procedures, audit standards, remains current on and informed of Standard Operating Procedures (SOP) and apprises staff. May act in the capacity of the Manager in his or her absence. Performs other duties as assigned Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions

Requirements

High School Diploma or GED required
3-5 years of previous related experience required
1-3 years previous supervisory experience preferred
Advanced computer related and typing skills
Excellent verbal and written communication skills along with active listening
Ability to multi-task, prioritize, and manage time effectively

Nice To Haves

Bachelor's Degree or equivalent years of experience preferred
Previous Symitar system and/or loan servicing experience preferred

Responsibilities

Assists the department manager in directing and overseeing the daily operations of the Consumer Loan Servicing Department.
Ensures that the procedures and best practices of the loan servicing, title administration, DMV, and credit disputes functions are in alignment with credit union service expectations.
Promotes and maintains a positive work atmosphere and communicates with Members, teammembers, management, and vendors in a manner consistent with the credit union’s professional standards.
Identify and lead continuous improvement of processes in loan servicing, title administration and credit reporting & disputes to provide greater efficiencies.
Serves as primary point of escalation for Members and teammembers by providing technical support and problem resolution on complex servicing issues.
Researches and resolves Member complaints, including those arising from the Voice of the Member, CFPB, and other areas. Also leads changes to systems and procedures when necessary to prevent future complaints.
Accountable for the overall quality of Members’ service experience and continued process enhancements to improve service quality levels.
Assists with managing the DMV functions to ensure that loans secured with collateral have perfected titles within a timely manner.
Responsible for ensuring all department desktop procedures are up-to-date and accurately reflect current processes.
Reviews department standard operating procedures (SOPs) on a regular basis to ensure accuracy and both recommends and assists with updates as needed.
Provides daily oversight of information and reports pertaining to all areas of loan servicing including but not limited to, analyzing data, internal system research, and looking for trends affecting service with the goal of recommending solutions.
Responsible for oversight and/or approval of various department functions, including (but not limited to) benefits under the Servicemember Civil Relief Act (SCRA), Letters of Guarantee, Substitution of Collateral, and short loan payoffs.
Follows the assigned level of department approval limits.
Works with our Credit Reporting Agency (CRA) partners to ensure the highest quality in data reporting for our consumer loan portfolio. Also oversees and supports the credit dispute functions related to credit reporting.
Monitors performance of third party vendors to ensure high levels of Member service.
Oversees the testing, validation and training of process changes.
Participates in core processing update and/or business continuity testing as needed.
Supervises teammembers directly, including selection, training, performance appraisal and work allocation.
Responsible for scheduling staff.
Helps establish, communicate and achieve the credit union’s goals and standards, ensuring these are fully communicated to and understood by all department staff.
Identifies areas to streamline department and credit union operations.
Complies with all government regulatory policies, internal policies and procedures, audit standards, remains current on and informed of Standard Operating Procedures (SOP) and apprises staff.
May act in the capacity of the Manager in his or her absence.
Performs other duties as assigned
Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.