Consumer Loan Servicing Team Lead

NASA Federal Credit Union•Upper Marlboro, MD

2d•$60,000 - $70,720•Hybrid

About The Position

This position is hybrid and will require working in our Upper Marlboro, MD location 1 to 2 days per week. You must reside in Maryland, Washington DC or Virginia. NASA Federal Credit Union is in search of a Consumer Loan Servicing Team Lead to assist the Consumer Loan Servicing Manager with daily operations of the department and mentors Loan Servicing representatives (LSRs) I-III. The Consumer Loan Servicing Team Lead II will provide assistance and acts as the information resource for LSRs I-III. This position will resolve account issues and handles escalated member contacts, as well as participate in all LSR I-III duties and responsibilities as needed. It will maintain a thorough knowledge of regulations and compliance related to consumer servicing and the associated internal policies and procedures. The CLS Team Lead II will deliver exceptional customer service via telephone, mail, and email, including assisting members with NASA FCU lending products and services. This position will maintain accurate data in the loan servicing systems for consumer loans as well as acts as a member and branch liaison for all consumer loan transaction-related questions, while identifying system and workflow improvements to enhance the team's efficiency and recommends updates to management. The CLS Team Lead II will complete special projects as assigned and prepare and present reports, while working in a fast-paced environment and manages multiple priorities while meeting deadlines.

Requirements

Two+ years of directly related consumer servicing experience
Strong knowledge of consumer systems and procedures, credit union and governmental agency regulations and policies
Two+ years of directly related consumer servicing experience and one-year supervisory experience
Strong knowledge of consumer systems and procedures, credit union and governmental agency regulations and policies

Nice To Haves

Bachelorâs degree a plus
Bachelorâs degree a plus

Responsibilities

Acts as a positive role model for all LSRs by demonstrating appropriate behaviors regarding professionalism, dress code, attendance, and most importantly a consistent sense of urgency in providing exemplary member service
Acts as the first level of assistance/contact for LSRs I-III issues
Assists with vendor system(s) based updates/release projects; participates on core system updates/release projects for Consumer loan products (lines/loans)
Possesses thorough knowledge of all Credit Union loan products and services
Recommends ways to streamline processes and improve member service based on observations and feedback from LSRs and members
Assists with new employee training on Consumer Loan Servicing processes
Conducts monthly Individual Dialogs with LSRs I-III and reviews with Consumer Loan Servicing Manager
Assists the Consumer Loan Servicing Manager with the preparation of performance appraisals for LSRs I-III and may attend subsequent meetings.
Communicates with 3rd party vendors being used by Consumer Loan Servicing as needed
Assists with tests and reviews of software updates applicable to department processes and/or support department and corporate projects.
May also be responsible for all or part of the duties of the Consumer Loan Servicing Representative I, II and III positions
May be in training to learn the job duties of the Consumer Loan Servicing Team Lead II position
Monitors the daily workload of LSRs and recommends adjustments to ensure adequate coverage is in place
Performs detailed quality checks and associated output of work to ensure processes are being maintained and completed on time
Creates and modifies reports to support department processes
Works with management to ensure system and product changes are updated according to changing department needs, volumes, and regulatory changes, as required
Assists LSRs with decision making and troubleshooting complex requests
Conducts regular refresher training sessions
Researches and resolves accounting inquiries
Follows-up on various system exception reports to validate data integrity and compliance
Leads or supports department level projects as assigned
Acts a back-up for all duties of the Consumer Loan Servicing Team Lead I position
May also be responsible for all or part of the duties of the Consumer Loan Servicing Representative I, II and III Positions (the Consumer Loan Servicing Team Lead II will not quality control their own work performed as a Consumer Loan Servicing Representative I, II or III.)

Benefits

Health Insurance (Choice of two nationwide PPO plans)
High Deductible Plan: 100% employer contribution toward premium. (HSA and FSA compatible)+
Low Deductible Plan: Generous employer contribution toward premium. (FSA compatible)+
Dental Insurance: Generous employer contribution toward premium+
Vision Insurance: Generous employer contribution toward premium+
Long-term Disability Insurance+
Flexible Spending Medical Account (FSA)+
Flexible Spending Dependent Care Account+
Health Savings Account (HSA)+
Voluntary Supplemental Life Insurance+
Voluntary Dependent Life Insurance+
Voluntary Short-term Disability Insurance+
Voluntary Long-term Care Insurance+
Remote or Remote / Hybrid work options based on position
401(k) with employer match up to 6% and immediate 100% vesting
Gain Sharing Bonus (eligibility rules apply)
Life Insurance/AD&D+
Vacation Leave (excluding Outside Loan Officers)
Sick and Safe Leave
11 Paid Holidays
Education Assistance
Employee Referral Bonus
Credit Union Membership Eligible
Employee Assistance Program+
Identity Theft Protection (Additional fee to add family members)+
Pet Health Insurance
Employee Discount Program
Remote or Remote / Hybrid work options based on position