Loan Operations Leader

TBA Credit Union•Traverse City, MI

5d•Hybrid

About The Position

The primary purpose of this position is to assist TBACU to live out its mission, “To serve our community and build trusted relationships.” A key component of this service is to identify members’ needs and provide appropriate TBACU product solutions which ultimately helps grow the credit union. To adequately and effectively serve members and TBACU’s team members by providing prompt and accurate financial data and maintaining financial security. Lead and support the credit union’s consumer loan processing and underwriting functions. This role ensures lending operations run smoothly, decisions are consistent and sound, and the team delivers outstanding service to members and team members. Responsible for establishing expectations for reporting teams while ensuring superior service is provided to create an outstanding experience for credit union members. Ensure outstanding service to internal and external members is delivered in alignment with our Service Standards which state. 1. I will provide an immediate and friendly greeting. 2. I will service you with a smile. 3. I will address you by name. 4. I will give you my full attention. 5. I will make recommendations to improve your financial well-being. 6. I will treat you with courtesy and respect. 7. I will thank you for your business. 8. I will respond to messages before the end of the day.

Requirements

High school diploma or equivalent, required.
Three to five years of consumer lending experience required.
Three years of underwriting experience, required.
Three years of demonstrated leadership experience, which may include peer leadership, training, mentoring, or leading projects or initiatives, required.
Participate on committees and special projects.
Build relationships with key individuals including members of area chambers of commerce, service organizations and non-profit groups to help influence growth of credit union.
Possess good time management and organizational skills, and the flexibility and determination to handle deadlines and a wide variety of duties each day.
Knowledge of and successful experience with conflict resolution.
Ability to take initiative in recommending/making changes to improve efficiency.
Share responsibility for managing the public reputation of the credit union.
Maintain a positive and cooperative approach towards work and working with team members and members.
Service focused behavior with strong commitment to excellence.
Excellent listening, clear verbal, and professional written communication skills.
Comfortable speaking in public.
Self-motivated and willing to learn new technology and applications.
Accurate and detailed self-starter who can exercise independent judgement and make sound decisions.
Ability to lead small and large groups.
Proficient in Windows Operating System and Microsoft Office Suite/o365 Suite.
Strong typing (Includes: 10 keys) and basic technology problem solving skills.
Must be able to lift and carry up to 25 pounds.
Must be able to sit or stand for 2-4 hours.
Must maintain a neat and orderly work area.
Protect the confidentiality of credit union employees and members by locking drawers and removing items from desk/workstation when away.
Ability to be bonded.
Ability to clear credit and criminal history check.
Compliance with the U.S Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
Compliance with the Gramm-Leach-Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, systems, and locations.

Nice To Haves

Bachelor’s degree with a concentration in business, finance or related field or equivalent work experience, preferred.
Proven implementation of new products, services and/or processes, preferred.

Responsibilities

Lead, mentor, evaluate, and coach following teams. Including operations, priority setting, and performance monitoring to ensure exceptional member experience.
Consumer Loan Processing
Consumer Loan Underwriting
Assume responsibility for maintaining a strong sales and service culture within the credit union.
Establish individual and departmental goals and coach team members to exceed expectations.
Develop and train team members in coordination with Human Resources to achieve efficiency in the operations of reporting teams. Maintain high team member morale, ensure conformance to policies, procedures, and regulatory requirements. Recognize team members who perform at a high level.
Ensure reporting departments and team members are compliant with credit union regulations and procedures as set forth by the NCUA and other regulatory agencies.
Review, analyze, and underwrite consumer loan applications within established authority and policies.
Ensure loan decisions are made based on complete and accurate information.
Partner with internal departments, dealers, vendors, and members to resolve questions, clarify decisions, and maintain strong working relationships.
Oversee the operational administration of specialized lending programs involving third‑party partners, ensuring clear communication, consistent processes, and strong relationships that support smooth program execution.
Support ongoing improvements in consumer lending operations, recommend policy updates, procedure streamlining, and system enhancements.
Ensure consumer lending operations remain compliant with all regulations, credit union policies, and audit expectations.
Assist leadership with reporting, analysis, and progress toward consumer lending goals and strategic initiatives.
Administer loan operations software, and related applications, ensure team members are trained to use the system with proficiency, and troubleshoot with vendor when required.
Administer collateral security filling systems to ensure liens are processed accurately and timely.
Project professional and courteous behavior.
Responsible for supporting the strategic plan of the credit union.
Maintain comprehensive knowledge of credit union products and services.
Meet established minimum expectations.
Ability to be bonded.
Ability to clear credit and criminal history check.
Compliance with the U.S Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
Compliance with the Gramm-Leach-Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, systems, and locations.
Assist and collaborate with department leaders about special projects, compliance, policy and procedure expectations, and development of new products and services.
Conduct periodic reviews of existing systems, products, and procedures. Make recommendations to improve efficiency.
Underwrite consumer direct, consumer indirect, and small business loans providing approvals, counteroffers, and denials within lending policies.
Make loan decisions based on the analysis of the credit profile, ratings, collateral evaluation, loan policies and guidelines within established timeline expectations.
Ensure all loan processing and supporting documentation are complete, compliant, and meeting time expectations prior to closing loans.
Serve as primary support for all consumer loan processing tasks, ensuring timely and accurate completion of required steps.
Ensure that loan packages prepared by outside partners meet the same documentary standards as our internally prepared document packages.
Ensure loan processes are documented, accurate and efficient, proactively working towards continual improvement.
Oversee follow‑up trackers for post‑closing needs (titles, exceptions, insurance updates, etc.) and ensure timely resolution.
Maintain consistency in underwriting decisions through training, communication, and review of loan files.
Collaborate with Compliance Officer for audit and compliance recommendations.
Interact effectively with other departments, leaders, and external partners to ensure quality service delivery throughout the credit union.
Manage the security and safety of the team, analyzing security and safety policies and procedures and alerting team members to any changes.
Stay abreast of industry trends by participating in seminars, training sessions, and workshops.
Conduct team meetings and regular 1:1 meetings to ensure team members are well informed and have an opportunity to share feedback.
Hold team members accountable to performance expectations, service standards, and credit quality requirements.
Exemplify the credit union mission, core values, and service expectations.
Support the culture of TBACU and employee engagement.