Consumer Lending Supervisor

Northwest Federal Credit Union • Herndon, VA

394d • Remote

About The Position

The Consumer Lending Supervisor at Northwest Federal Credit Union is responsible for overseeing the front line staff to ensure exceptional member service while meeting production and sales goals. This role involves supervising the underwriting staff, implementing procedural updates, and monitoring team performance. The supervisor plays a crucial role in training and developing staff, ensuring quality production, and addressing member inquiries and concerns.

Requirements

• High school diploma or equivalent.
• Minimum 5 years of consumer lending underwriting experience.
• Ability to maintain confidentiality.
• Ability to collaborate effectively.
• Accuracy and detail-orientation.
• Effective oral and written communication skills.
• Effective sales techniques and problem-solving skills.
• Ability to work under critical time constraints with a high sense of urgency.
• Ability to interact effectively with all levels of the organization and/or with members.
• Ability to work the hours of M-F 8am - 4:30pm and occasional Saturdays 9am - 1pm.

Nice To Haves

• Previous leadership experience.

Responsibilities

• Develop staff through continuous coaching, training, and cross-training to ensure proficiency in all aspects of their job and to prepare them for future advancement.
• Plan, organize, and supervise the workflow of staff to maintain effective productivity consistent with department standards and goals.
• Provide timely feedback, set performance goals, review individual progress, and maintain monthly performance documentation.
• Conduct yearly employee performance evaluations.
• Respond to telephone inquiries/complaints and written correspondence in a professional and timely manner.
• Maintain a complete knowledge of all NWFCU products/services with an emphasis on direct consumer loan program, loan policies and loan guidelines.
• Support and work with all other business areas to increase their consumer loan proficiency and ensure members receive quick and accurate information.
• Continuously look for ways to streamline the application process and increase the consumer loan approval and funding ratios.
• Support lending in achieving new loan acquisition, growth, and retention goals.
• Develop departmental schedules to ensure adequate coverage for unexpected events, training, and extended hours, ensuring a high level of efficiency and member service.
• Develop and mentor staff for the purposes of achieving team and personal goals.
• Review individual and team performance statistics.
• Maintain service level agreements for all channels.
• Work in partnership with teams across the organization to deliver on projects that improve visibility into the member experience.
• Proactively identify opportunities to provide product/service solutions to members.
• Serve as the first point of contact for all escalated member issues and concerns, with the goal of first contact resolution.
• Participate in organizational project teams regarding product and service development, policy and procedure changes, etc.
• Remain cognizant of and adhere to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA).

Benefits

• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Parental leave
• Vision insurance
• Life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED