Assistant Manager, Real Estate Operations

SchoolsFirst Federal Credit Union•Tustin, CA

About The Position

We’re always looking for diverse, talented, service-oriented people to join our exceptional team. Assistant Manager, Real Estate Operations 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 by overseeing the day-to day operations of the assigned Real Estate operational team. Work with Members, teammembers and vendors to address and resolve any Member service issues promptly and effectively. Ensure teammembers are meeting performance metrics and SLAs., adhering to company policies, regulatory requirements, and best practices. Monitors service performance levels of the department to ensure exceptional Member and teammember service. Monitor and manage team workloads to ensure balanced distribution of tasks. Develop and implement strategies to enhance Member satisfaction. Provides strong leadership and direction, fostering a positive and productive work environment. Monitor and manage the production pipeline to meet or exceed service level agreements Ensure exceptional service delivery to Members by maintaining high standards of communication, accuracy, and timeliness in all loan activities Respond to audit findings and is responsible for ensuring processes are in place to minimize findings Collaborate with management team to develop and execute strategic plans. Conduct regular team meetings, performance reviews, and professional development sessions to ensure continuous improvement and career growth Manage time and attendance ensuring compliance with company policies and optimizing staffing levels Research and resolve escalated Member inquiries, complaints, and issues promptly and effectively. Implement and monitor metrics to evaluate performance and drive process improvements. Ensures that SOP’s and written Desktop Procedures are current and maintained. Oversees activities focused on improving and maintaining service quality, such as monitoring/observing recorded or live calls, emails and other forms of communication. Stays current with industry developments including, but not limited to, changes in regulations, technology, etc. Ensures adherence to state and federal laws regulating real estate secured lending and NCUA, CFPB, ECOA, Fair Lending, HMDA, UDAAP, Safe Act and credit union policy and procedures. Provides ongoing training to develop teammember skills. Ensures that the team is current on all training activities by proactively monitoring reports. Ensures the team is updated on all departmental and compliance related SOP’s. Acts as an area expert and team resource. Assists team with reviewing complex loans. Responsible for handling escalated Member calls and complaints. Works with Members as needed to resolve service issues. Ensures teams are adequately trained to maintain exceptional service levels and are able to deliver effective solutions to complex Member interactions. Establishes and maintains reporting systems on productivity call monitoring and loan pipelines; ensures that key information is disseminated to department manager. Interacts with vendors and works to resolve service issues. Develops dynamic teammembers by way of example and coaching, develops fair standards and a performance management strategy and recognizes top performers and noteworthy achievements. Partner with other departments to ensure smooth and efficient end-to-end loan processing. Responsible for ensuring that service commitment expectations are met; this includes Service Quality Score goals, turnaround times, productivity and Member communication. Some travel may be required within Credit Union facilities and/or events 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
5-7 years of previous related experience required
1-3 years previous supervisory experience preferred
Register with the Nationwide Mortgage Licensing System and Registry as a mortgage loan originator in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act (the "SAFE Act") when applicable required
Knowledge of real estate loan processing, underwriting, and processing of first and home equity loans
Excellent spelling and grammar skills
Excellent communication skills, including business writing experience

Nice To Haves

Bachelor's Degree or equivalent years of experience preferred

Responsibilities

Assists the department manager by overseeing the day-to day operations of the assigned Real Estate operational team.
Work with Members, teammembers and vendors to address and resolve any Member service issues promptly and effectively.
Ensure teammembers are meeting performance metrics and SLAs., adhering to company policies, regulatory requirements, and best practices.
Monitors service performance levels of the department to ensure exceptional Member and teammember service.
Monitor and manage team workloads to ensure balanced distribution of tasks.
Develop and implement strategies to enhance Member satisfaction.
Provides strong leadership and direction, fostering a positive and productive work environment.
Monitor and manage the production pipeline to meet or exceed service level agreements
Ensure exceptional service delivery to Members by maintaining high standards of communication, accuracy, and timeliness in all loan activities
Respond to audit findings and is responsible for ensuring processes are in place to minimize findings
Collaborate with management team to develop and execute strategic plans.
Conduct regular team meetings, performance reviews, and professional development sessions to ensure continuous improvement and career growth
Manage time and attendance ensuring compliance with company policies and optimizing staffing levels
Research and resolve escalated Member inquiries, complaints, and issues promptly and effectively.
Implement and monitor metrics to evaluate performance and drive process improvements.
Ensures that SOP’s and written Desktop Procedures are current and maintained.
Oversees activities focused on improving and maintaining service quality, such as monitoring/observing recorded or live calls, emails and other forms of communication.
Stays current with industry developments including, but not limited to, changes in regulations, technology, etc.
Ensures adherence to state and federal laws regulating real estate secured lending and NCUA, CFPB, ECOA, Fair Lending, HMDA, UDAAP, Safe Act and credit union policy and procedures.
Provides ongoing training to develop teammember skills.
Ensures that the team is current on all training activities by proactively monitoring reports.
Ensures the team is updated on all departmental and compliance related SOP’s.
Acts as an area expert and team resource.
Assists team with reviewing complex loans.
Responsible for handling escalated Member calls and complaints.
Works with Members as needed to resolve service issues.
Ensures teams are adequately trained to maintain exceptional service levels and are able to deliver effective solutions to complex Member interactions.
Establishes and maintains reporting systems on productivity call monitoring and loan pipelines; ensures that key information is disseminated to department manager.
Interacts with vendors and works to resolve service issues.
Develops dynamic teammembers by way of example and coaching, develops fair standards and a performance management strategy and recognizes top performers and noteworthy achievements.
Partner with other departments to ensure smooth and efficient end-to-end loan processing.
Responsible for ensuring that service commitment expectations are met; this includes Service Quality Score goals, turnaround times, productivity and Member communication.
Some travel may be required within Credit Union facilities and/or events
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.