LOAN SERVICING DIRECTOR

SANDIA AREA FEDERAL CREDIT UNION•Albuquerque, NM

3d•Onsite

About The Position

Manages the operations of three crucial departments: Special Accounts, Member Records, and Loan Servicing. The role requires strong leadership skills and in-depth knowledge of a variety of compliance issues, including collections and loan servicing regulations. The role will be called upon to approve or deny settlement requests for charged-off loans, monitor and ensure that liens are placed on vehicles in a timely manner, respond to SCRA requests, and answer any loan questions from participating credit unions, among other duties. This role plays a critical role in ensuring the efficient and compliant servicing of a $1 billion loan portfolio.

Requirements

Excellent interpersonal communication skills to motivate employees and elicit production output.
Excellent oral and written communication skills required.
Ability to adjust priorities to meet deadlines.
High level of analytical ability where problems are complex (i.e. personnel, transaction or loan problems).
Initiative to produce professional, accurate and timely reports.
High degree of success in accepting responsibility and accountability for department and personnel achievements and failures.
Ability to strategically plan department objectives with levels of senior management.
Knowledgeable regarding products, services, and processes within the consumer and indirect lending areas.
High level of organizational skills.
Bachelor degree in business or related field of study and five years similar financial institution experience.
Or, nine years credit union or financial industry experience with progressive responsibilities in management.
Knowledge of credit unions and operations required.

Nice To Haves

Must be able to lift up to 10 lbs.

Responsibilities

Manages and directs the Special Accounts, Member Records, and Loan Servicing departments.
Work with departmental supervisors on hiring, training, evaluating, assessing wages, controlling quality and costs, as well as discipline of the respective departments
Develop and implement department goals, policies, procedures, and workflows to ensure efficiency and effectiveness
Monitor departmental performance metrics and KPIs and take corrective actions as needed to achieve operational excellence
Provide support and assistance to the Special Accounts, Member Records, and Loan Servicing departments during times of heavy volume or increased workload
Coordinate resources, prioritize tasks, and implement strategies to maintain operational efficiency and meet service level expectations during peak periods
Conducts regular performance evaluations, set performance goals and recognize and reward outstanding performance
Identify areas for process improvement and optimization within the loan servicing lifecycle
Work with other departments to streamline processes, enhance system capabilities and ensure regulatory compliance
Ensure all staff activities are in compliance with state, federal and Credit Union regulatory guidelines
Ensure a high level of customer services across all loan servicing functions, addressing customer inquiries, escalations and complaints promptly and professionally
Stay abreast of industry regulations, compliance requirements and best practices related to loan servicing operations. This includes, but is not limited to, SCRA, record retention, rate change, loan participations, insurance monitoring and escrows for flood insurance
Prepare and deliver regular reports to lending management providing insights into loan servicing performance and trends
Collaborate with executive management to develop budgets and forecasts for the respective loan servicing departments.