Director of Consumer Lending

Northern Credit Union•Watertown, NY

20d•$89,158 - $112,791•Hybrid

About The Position

While exhibiting Humble, Hungry and People Smart Virtues, the Director of Consumer Lending is responsible for driving the Credit Union’s success by providing the highest quality advanced Member Services through a hybrid environment while maintaining a focus on relationship building with members to maximize mutual value and achieve the Standard of Excellence. The Director of Consumer Lending develops team members, ensuring they become highly engaged, motivated and productive Relationship building role models for the organization. This leader also reviews incoming loan inquiries and prepares outgoing correspondence and documents in support of consumer lending activities to meet Northern's mission, vision, and strategic direction. Essential Job Functions : Proactively serves as a role model and demonstrates individual commitment to Northern’s Ownership philosophy by: Exhibiting high energy, a positive attitude, creativity, and passion for member service. Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally. Engaging in the recommendation, research, development, and implementation of enhancements to further promote Northern’s Culture and the Standard of Excellence for Member Service. Keeping open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings, and publishing regular announcements. Committing to improve our engagement with local communities within our chartered areas. Strengthens Northern’s people-first culture by providing inspirational leadership that leads to an engaged workforce enabling our organization to be profitable, efficient, and well capitalized by: Establishing and communicating clear performance standards and proactively coaching, counseling, and developing the team, ensuring they are effective with delivering outstanding service to internal and external owners. Providing leadership that progressively builds confidence and inspires team members to challenge boundaries in pursuit of reaching their maximum potential. Mentoring internal owners on blending exceptional member service with value-added programs and providing education and guidance for members on Northern’s consumer lending opportunities. Leading and motivating team members in establishing department goals and objectives that meet/exceed the needs of our internal owners while holding team members accountable for their level of performance and delivery of products by effectively modeling Credit Union service standards and owning the member service experience in accordance with established policy guidelines and standards. Effectively communicating team achievements and successful service accomplishments to internal owners, rewarding team members who deliver upon well-executed plans, inspiring the organization, team and individual goals. Assisting in the overall direction and performance of the team including hiring, department scheduling, training, meetings, projects, and following department budget requirements in order to meet short and long-term goals of the department and the Credit Union. Ensuring team members are well equipped and highly efficient in fulfilling their responsibilities. While working in a hybrid environment, ensures the overall growth and success of the Member Relations lenders and the quality of member service by ensuring lenders are providing trusted advice to enhance relationships by: Identifying cross sell opportunities and educating members on Credit Union products and services, following up on referrals, identifying new relationship opportunities. Ensuring loan and relationship generation responsibilities are prioritized and met by all consumer lending team members in accordance with organizational goals. Assisting with the consumer lending queue to support the team as needed to maintain member service levels while fully utilizing the technology, tools and resources as well as providing tools and resources for owners’ to find answers as needed while maintaining alignment with the Credit Union’s vision. Verifying all loan applications are prepared, monitored, reviewed, submitted, funded and closed, ensuring overall timeliness of information and completion, as well as follow-up processes such as filing lean documentations correctly, and internal quality control resolutions are accomplished effectively and timely with consideration of member expectations. Collaborating with all departments to ensure standards of excellence are met and team projects are working harmoniously in conjunction at all times with other managers on cross department functions through all remote delivery channels supported by the Member Relations lenders. Maintaining focus and perspective while handling member escalations, even during difficult situations. Generating a variety of monthly and periodic reports to analyze overall performance and providing ongoing reviews of existing systems and procedures to ensure maximum efficiency and legal compliance. Proactively using the data to recommend changes to increase efficiency along with communicating strategies and results with all Credit Union teams and improving member service and member relationship development. Conducting other day-to-day functions as needed to ensure overall success of the team Assisting the VP of Member Relations in implementing strategies to develop relationships with lending partners in order to obtain loan growth and enhance member relationships. Leading, coordinating and collaborating with targeted business plans to conduct presentations for Member Relations lending partners to develop new business. Other Job Functions : Through Ownership Pride, promotes Northern's Core Values throughout the organization. Promotes teamwork within the Credit Union and actively seeks solutions to issues related to member and internal owner expectations. Actively participates in other Credit Union duties, functions, committees, and events as may be reasonably requested, or on a volunteer basis. Provides informed, prompt, professional and accurate communication, service and support to all members and internal owners. Establishes and maintains professional business relationships with internal and external members, partners, association groups, service vendors, and other parties as necessary and appropriate in support of Credit Union programs. Stays informed and maintains a working knowledge of state and federal regulations pertaining to lending compliance as well as changes in credit union regulations, policies and procedures, products/services and delivery channels as well as culture and trends within the Credit Union industry. Participates in the Credit Union’s future by offering constructive suggestions that may attract new members and/or enhance product penetration. Continually identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences to develop greater knowledge and expertise in leadership, lending, and member service. Takes initiative for personal career development and seeks opportunities to learn new skills. Regular workday in addition to evenings and weekends. Hybrid environment with travel between relationship centers.

Requirements

Bachelor’s degree or completion of specialized training is required.
5+ years of progressive leadership for a sales team experience is required.
Knowledge of Consumer Lending related requirements and procedures for underwriting criteria and loan documents.
The incumbent must be a persuasive communicator with excellent command of verbal and written presentations.
Clear communication with internal and external customers through verbal and written correspondence is required along with the ability to effectively develop and motivate people in one-on-one and in small group situations is essential.
Strong problem resolution and assertive communication skills in effectively dealing with members, external vendors, leaders, and internal owners.
Proven ability and maturity to handle confidential/sensitive information in a professional manner is required.
The position requires confident leadership abilities.
This individual will be instrumental in maintaining effective teamwork among members of the Consumer Lending team in addition to internal owners in other departments.
A significant level of diplomacy is required with a proven ability to work under pressure and remain calm in tense situations with both internal and external members.
Ability to write routine reports and correspondence.
Ability to work within a team while working independently.
Ability to multi-task and move quickly between priorities.
Ability to prioritize a wide range of responsibilities, handle multiple tasks and projects accurately and completely while meeting conflicting deadlines.
Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.
Must adapt well to new or non-traditional environments and display a commitment to the community, to increasing member engagement and to Northern’s objectives.
Exceptional member service skills are required: Relationship focused approach, product and service knowledge, attention to detail, adherence to operational policies and procedures.
A full working knowledge and ability to utilize a broad range of PC-based software programs, including Microsoft Office Suite and other internal database programs.

Responsibilities

Develops team members, ensuring they become highly engaged, motivated and productive Relationship building role models for the organization.
Reviews incoming loan inquiries and prepares outgoing correspondence and documents in support of consumer lending activities to meet Northern's mission, vision, and strategic direction.
Exhibiting high energy, a positive attitude, creativity, and passion for member service.
Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally.
Engaging in the recommendation, research, development, and implementation of enhancements to further promote Northern’s Culture and the Standard of Excellence for Member Service.
Keeping open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings, and publishing regular announcements.
Committing to improve our engagement with local communities within our chartered areas.
Establishing and communicating clear performance standards and proactively coaching, counseling, and developing the team, ensuring they are effective with delivering outstanding service to internal and external owners.
Providing leadership that progressively builds confidence and inspires team members to challenge boundaries in pursuit of reaching their maximum potential.
Mentoring internal owners on blending exceptional member service with value-added programs and providing education and guidance for members on Northern’s consumer lending opportunities.
Leading and motivating team members in establishing department goals and objectives that meet/exceed the needs of our internal owners while holding team members accountable for their level of performance and delivery of products by effectively modeling Credit Union service standards and owning the member service experience in accordance with established policy guidelines and standards.
Effectively communicating team achievements and successful service accomplishments to internal owners, rewarding team members who deliver upon well-executed plans, inspiring the organization, team and individual goals.
Assisting in the overall direction and performance of the team including hiring, department scheduling, training, meetings, projects, and following department budget requirements in order to meet short and long-term goals of the department and the Credit Union.
Ensuring team members are well equipped and highly efficient in fulfilling their responsibilities.
Identifying cross sell opportunities and educating members on Credit Union products and services, following up on referrals, identifying new relationship opportunities.
Ensuring loan and relationship generation responsibilities are prioritized and met by all consumer lending team members in accordance with organizational goals.
Assisting with the consumer lending queue to support the team as needed to maintain member service levels while fully utilizing the technology, tools and resources as well as providing tools and resources for owners’ to find answers as needed while maintaining alignment with the Credit Union’s vision.
Verifying all loan applications are prepared, monitored, reviewed, submitted, funded and closed, ensuring overall timeliness of information and completion, as well as follow-up processes such as filing lean documentations correctly, and internal quality control resolutions are accomplished effectively and timely with consideration of member expectations.
Collaborating with all departments to ensure standards of excellence are met and team projects are working harmoniously in conjunction at all times with other managers on cross department functions through all remote delivery channels supported by the Member Relations lenders.
Maintaining focus and perspective while handling member escalations, even during difficult situations.
Generating a variety of monthly and periodic reports to analyze overall performance and providing ongoing reviews of existing systems and procedures to ensure maximum efficiency and legal compliance.
Proactively using the data to recommend changes to increase efficiency along with communicating strategies and results with all Credit Union teams and improving member service and member relationship development.
Conducting other day-to-day functions as needed to ensure overall success of the team
Assisting the VP of Member Relations in implementing strategies to develop relationships with lending partners in order to obtain loan growth and enhance member relationships.
Leading, coordinating and collaborating with targeted business plans to conduct presentations for Member Relations lending partners to develop new business.
Through Ownership Pride, promotes Northern's Core Values throughout the organization.
Promotes teamwork within the Credit Union and actively seeks solutions to issues related to member and internal owner expectations.
Actively participates in other Credit Union duties, functions, committees, and events as may be reasonably requested, or on a volunteer basis.
Provides informed, prompt, professional and accurate communication, service and support to all members and internal owners.
Establishes and maintains professional business relationships with internal and external members, partners, association groups, service vendors, and other parties as necessary and appropriate in support of Credit Union programs.
Stays informed and maintains a working knowledge of state and federal regulations pertaining to lending compliance as well as changes in credit union regulations, policies and procedures, products/services and delivery channels as well as culture and trends within the Credit Union industry.
Participates in the Credit Union’s future by offering constructive suggestions that may attract new members and/or enhance product penetration.
Continually identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences to develop greater knowledge and expertise in leadership, lending, and member service.
Takes initiative for personal career development and seeks opportunities to learn new skills.