Director of Lending Operations (Hybrid)

Default•Duluth, GA

1d•Hybrid

About The Position

Essential Duties/Responsibilities Directs the loan servicing and loss prevention portions of business plans; Manages third party vendors as appropriate to grow the areas of responsibility; Identifies and improves better ways to utilize our systems and constantly looks for ways to make our processes more efficient. Coaches and develops team members; fosters strong relationships with cross departmental leadership, monitors the loss prevention and loan servicing processes and performance metrics to understand the internal and external user experience throughout all stages. Ensures proper handling of bankruptcy filings, foreclosure actions, deceased accounts, and legal proceeding in coordination with legal counsel. Analyses loan servicing and loss prevention statistics, and compiles data to provide the Vice President, Senior Vice President, and Executive Leadership Team with insights into emerging trends. Conducts financial risk assessments in accordance with established loss prevention and loan servicing policies and procedures; authorizes hardship requests and modifications within designated approval limits. Oversees the full lifecycle of deceased member accounts, ensuring timely, accurate, and compliant handling. Develops creative solutions and strategies for loan servicing and loss prevention including utilizing robotic process automation to increase efficiency. Proactively looks for ways to improve processes, make processes more efficient, and use robotic process automation for appropriate processes. Develops and implement standard operating procedures for managing deceased accounts, including providing staff training and establishing escalation protocols. Oversees the administration and servicing of ancillary loan products, including Extended Warranty, GAP, MBP, Debt Protection, and CPI. Actively participates in professional networks, collaborating with loan servicing and loss prevention experts as well as advisory boards to acquire advanced strategies informed by evolving market conditions and emerging fraud trends. Participates and implements an efficient loan servicing and loss prevention department that will assist members with their servicing needs and loss prevention needs. Demonstrates decisive action, bold ideas, and skill in handling rapid change. Ensures that operational excellence and continuous improvement are key focuses and are supported throughout loan servicing and loss prevention; Work to improve the member experience by utilizing qualitative and quantitative data, design thinking, and journey mapping. Facilitates efficient communication and fosters high-performing, cross-functional collaborations with business units and internal stakeholders through constructive engagement. Develops and evaluates performance metrics and key performance indicators (KPIs), assesses market risk, and offers strategic guidance to leadership in achieving established goals; delivers comprehensive reports to GUCU leadership. Enhances service delivery expectations and systematically monitors outcomes, incorporating both member and team member feedback, to achieve objectives related to service quality, operational efficiency, and improved experiences for both members and internal stakeholders. Identifies efficiencies, engages in vendor sales presentations and project implementations, provides recommendations to enhance department processes. Tracks delinquency and recovery trends, leveraging data analysis to propose proactive strategies aimed at mitigating portfolio risk. Oversees foreclosure processes and manages REO inventory. Evaluates vendor performance, enforces compliance with contracts, and maintains cost efficiency. Adheres to all applicable Federal and State laws and regulations governing the Credit Union. Performs other job-related duties as assigned. Promotes and establishes strong, positive, and productive working relationships within the organization through commitment to the company’s purpose, mission, and core values.

Requirements

Strong adaptability, leadership supervisory and interpersonal skills with member service attitude
Ability to be a creative thinker and influential collaborator
Demonstrated leadership skills with ability to adapt to new situations quickly and professionally
Excellent verbal and written communication skills with demonstrated tact and diplomacy
Ability to create and support engaged team members and grow talent
Must be able to manage several priorities simultaneously; establish and meet deadlines; coordinate activities with other departments and perform job with accuracy and attention to detail

Responsibilities

Directs the loan servicing and loss prevention portions of business plans
Manages third party vendors as appropriate to grow the areas of responsibility
Identifies and improves better ways to utilize our systems and constantly looks for ways to make our processes more efficient
Coaches and develops team members
fosters strong relationships with cross departmental leadership, monitors the loss prevention and loan servicing processes and performance metrics to understand the internal and external user experience throughout all stages
Ensures proper handling of bankruptcy filings, foreclosure actions, deceased accounts, and legal proceeding in coordination with legal counsel
Analyses loan servicing and loss prevention statistics, and compiles data to provide the Vice President, Senior Vice President, and Executive Leadership Team with insights into emerging trends
Conducts financial risk assessments in accordance with established loss prevention and loan servicing policies and procedures
authorizes hardship requests and modifications within designated approval limits
Oversees the full lifecycle of deceased member accounts, ensuring timely, accurate, and compliant handling
Develops creative solutions and strategies for loan servicing and loss prevention including utilizing robotic process automation to increase efficiency
Proactively looks for ways to improve processes, make processes more efficient, and use robotic process automation for appropriate processes
Develops and implement standard operating procedures for managing deceased accounts, including providing staff training and establishing escalation protocols
Oversees the administration and servicing of ancillary loan products, including Extended Warranty, GAP, MBP, Debt Protection, and CPI
Actively participates in professional networks, collaborating with loan servicing and loss prevention experts as well as advisory boards to acquire advanced strategies informed by evolving market conditions and emerging fraud trends
Participates and implements an efficient loan servicing and loss prevention department that will assist members with their servicing needs and loss prevention needs
Demonstrates decisive action, bold ideas, and skill in handling rapid change
Ensures that operational excellence and continuous improvement are key focuses and are supported throughout loan servicing and loss prevention
Work to improve the member experience by utilizing qualitative and quantitative data, design thinking, and journey mapping
Facilitates efficient communication and fosters high-performing, cross-functional collaborations with business units and internal stakeholders through constructive engagement
Develops and evaluates performance metrics and key performance indicators (KPIs), assesses market risk, and offers strategic guidance to leadership in achieving established goals
delivers comprehensive reports to GUCU leadership
Enhances service delivery expectations and systematically monitors outcomes, incorporating both member and team member feedback, to achieve objectives related to service quality, operational efficiency, and improved experiences for both members and internal stakeholders
Identifies efficiencies, engages in vendor sales presentations and project implementations, provides recommendations to enhance department processes
Tracks delinquency and recovery trends, leveraging data analysis to propose proactive strategies aimed at mitigating portfolio risk
Oversees foreclosure processes and manages REO inventory
Evaluates vendor performance, enforces compliance with contracts, and maintains cost efficiency
Adheres to all applicable Federal and State laws and regulations governing the Credit Union
Performs other job-related duties as assigned
Promotes and establishes strong, positive, and productive working relationships within the organization through commitment to the company’s purpose, mission, and core values