CENTRALIZED CONSUMER LENDING TEAM LEAD

Fox Communities Credit Union • Appleton, WI

1d • Onsite

About The Position

The Centralized Consumer Lending Team Lead works closely with the Centralized Consumer Lending team to deliver exceptional loan products and services while meeting the evolving needs of our members. This role combines a passion for service with strong lending expertise to build meaningful member relationships and guide lenders in turning phone and internet inquiries into impactful financial solutions. The Team Lead is responsible for the day-to-day performance, engagement, and development of the team, providing coaching, managing workflow and phone queue coverage, and ensuring lenders are equipped for success. In addition to leadership responsibilities, the Team Lead actively maintains an individual pipeline, managing inbound and outbound loan opportunities, originating and closing loans, and consistently meeting established production and service KPIs. By balancing personal production with team leadership, this role serves as a model of performance excellence while ensuring member needs and business goals are consistently achieved.

Requirements

• A high school education or GED (two-year college degree or higher preferred), or Completion of a specialized course of study at a business or trade school, or Completion of a specialized and extensive in-house training or apprenticeship program
• Two or more years of consumer lending experience
• Two or more years of leadership experience (formal or demonstrated team lead responsibility preferred)
• Experience with coaching sales/service behaviors in a phone-based or centralized environment preferred
• Working knowledge of origination documentation and operational handoffs
• Complete understanding of financial credit counseling tools
• Excellent verbal and written communication skills
• Organizational and time management skills to balance workload and meet deadlines
• Proficiency in Microsoft Office suite products
• Strong communication, problem solving, and conflict resolution skills
• Comfort managing change, reinforcing standards, and improving processes
• Ability to comply with all job-related state and federal laws and regulations
• Ability to enforce expectations, build accountability, and develop team member talent

Responsibilities

• Promoting and upholding the Fox Purpose, Mission, Vision, and Values
• Assisting with hiring, onboarding, and training of new team members for the Centralized Consumer Lending team
• Supporting the growth and development of the Centralized Consumer Lending team by partnering with department leaders to provide daily performance coaching to team members
• Ensuring delivery of exceptional service in a fast-paced consumer lending call center environment
• Maintaining personal loan production by actively managing an individual pipeline, originating and closing consumer loans, and consistently meeting or exceeding established individual production KPIs (including volume, quality, pull‑through, service levels, and compliance standards), while serving as a model of best practices for the team
• Managing phone and internet inquiries and online application queues in a timely manner to meet or exceed established KPIs
• Managing daily staffing, scheduling, and coverage for a phone-based lending environment
• Reinforcing the team in outbound calling campaigns that meet or exceed our company objectives
• Providing reporting, insights, and recommendations to the AVP of Consumer Lending
• Driving accountability in member follow-up, pipeline management, and service expectations
• Developing lenders to effectively communicate the member’s story while working with the underwriting team to identify best solutions
• Educating lenders on guarantee asset protection (GAP), mechanical breakdown protection, DPW and payment protection to enable them to have meaningful conversations with members about these protection solutions
• Providing leadership support for complex or escalated loans in partnership Lending Operations and AVP of Consumer Lending
• Partnering with the AVP of Consumer Lending on performance trends, initiatives, and strategic execution
• Leading the rollout and adoption of the “Lending Member Experience” program within Centralized Consumer Lending, directly coaching and reinforcing team member behaviors by embedding the “art of lending” principles and GOFOX! model into daily workflows, training reinforcement, and performance expectations
• Equipping the team to address member questions or concerns pertaining to consumer loans, credit cards, and other products and services offered by the credit union
• Confirming compliancy of all loans
• Cultivating a fun and exciting environment that encourages the team to own the request each and every day to help our members

Benefits

• medical
• dental
• vision
• life
• short term and long-term disability insurance
• 401k (Roth and Traditional), which includes company contributions including match
• paid time off
• caregiver leave
• Paid Volunteer Time Off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED