Consumer Lending Manager

Signal Financial Federal Credit Union•Kensington, MD

1d•Hybrid

About The Position

The Consumer Lending Manager is responsible for the successful management of all aspects of consumer lending operations, production, and cross-selling behaviors. The ability to lead a team to achieve loan funding targets is key. This ranges from loan set-up through funding, for all channels including branch, online, telephone, and any future added channels. The incumbent provides leadership, guidance, accountability, and support to the team. In addition, they ensure administrative and operational compliance with regulatory requirements and Signal policies and procedures. The position is located at Kensington, MD headquarters. The role is hybrid, in office Tuesdays, Wednesdays, and Thursdays.

Requirements

High School Diploma or GED required.
A minimum of five to ten years of consumer lending operations experience required
A minimum of two years of experience in an operations management role required
Must demonstrate a thorough knowledge of Signal guidelines as well as credit union lending policies, procedures, and regulations
Must possess a thorough understanding of consumer lending and loan origination systems
Strong loan math calculation skills including the use of automated spreadsheet development and basic analytics required
Time management skills and the ability to plan, organize, and prioritize tasks and projects
Ability to communicate clearly and effectively, both verbally and in writing, across various audiences
Proficiency with Microsoft office suite including Outlook, Word, Excel, PowerPoint and Teams
Ability to learn and work in a fast-paced work environment

Nice To Haves

College degree preferred

Responsibilities

Ensure the thorough and responsible underwriting of all loans in compliance with guidelines
Design and implement work-flow processes that maximize efficiency, accuracy, and productivity
Take initiative on product development efforts including creation and maintenance of program guidelines and loan documents as well as systems enhancements to both the Loan Origination System and online applications
Work with the AVP of Consumer & Real Estate Lending to develop strategic direction
Set productive processes that lead to achievement of loan origination targets, reduction in turn-time
Collaborate with branch staff and other internal/external departments to maximize funding volume
Resolve complex or challenging loan transactions to yield the best possible outcome
Provide training and guidance to ensure the department follows all standard operating procedures, fair lending practices, NCUA, and federal and state regulations
Monitor quality assurance and timeliness of workflow by: Perform staff audits and quality control checks to determine if inconsistencies exist
Analyze and monitor team workflow and member follow-up
Implement procedures and guidelines for uniformity and quality standards
Ensure adherence to regulatory and compliance requirements
Manage of all aspects of Signal's loan origination system including but not limited to document creation and maintenance, interfaces with third parties, data integrity, implementation of system and software updates, training and workflow design to ensure optimal performance
Maintain knowledge of current industry practices and trends
Identify opportunities for improvements of established practices and customer satisfaction.
Provide leadership, training and coaching to staff to ensure the highest level of member service
Assist with the resolution of any customer service issues escalated to management level and exercise professional judgment in further escalating to the SVP of Consumer & Real Estate Lending only when necessary
Respond to all escalated loan-level scenarios promptly and thoroughly, and communicate resolved issues to all stakeholders to further improve processes and/or avoid similar problems from arising in the future
Establish customer service delivery standards and monitor service levels against such standards on a regular basis
Recommend staffing levels and personnel actions such as hiring, promotions, transfers, salary actions, staff training and separations
Accountable for recruiting, hiring, developing and retaining qualified, high-performing operations staff
Develop staff through a combination of goal setting, delegation, training, coaching and performance management to ensure all employees have the knowledge, skills, and abilities to meet performance quality and productivity targets
Performance management activities include, but are not limited to performance reviews, performance improvement plans, coaching and training, scheduling work hours, and cross-training
Manage, monitor and provide feedback on the achievement of performance goals, productivity, sales goals, cross-selling, efficiency, and quality of work product