Manager, Consumer Loan Servicing

SchoolsFirst Federal Credit Union•Tustin, CA

1d•Onsite

About The Position

The Manager, Consumer Loan Servicing is responsible for planning, organizing, and directing the Consumer Loan Servicing functions and team. This role ensures maximum accuracy, efficiency, and compliance in all post-funding activities for consumer loans and lines of credit, including title administration. The position monitors service performance to ensure exceptional Member and team member service in a high-volume environment. Key responsibilities include overseeing the operations and quality control of consumer loan servicing, focusing on Member experience, and developing processes to enhance service levels. The role also manages vehicle loan title administration, provides support and problem resolution to Members and team members, handles loan payoff requests, ensures timely tax statement issuance, and manages vendor relationships and risk assessments. Additionally, the Manager serves as a liaison for internal and external audits and contributes to the overall management team's goals.

Requirements

High School Diploma or GED required
Bachelor's Degree or equivalent years of experience required
5-7 years of prior functional experience required
1-3 years of prior management experience required
Previous minimum total loan servicing portfolio 200k+ loans or $1B in balances required
Familiar with all federal and state regulatory requirements related to consumer loans
Familiar with vendor management

Responsibilities

Plans, organizes, and directs the Consumer Loan Servicing functions and team to ensure maximum accuracy, efficiency, and compliance related to all post funding activities, including title administration, on consumer (personal and vehicle) loans and lines of credit.
Monitors service performance of the department to ensure exceptional Member and team member service, within a high volume environment.
Responsible for the operations and quality control of consumer loan servicing, including but not limited to: loan re-amortization, file maintenance, deceased loans, loan payment corrections, research requests, and oversight and compliance with Service Civil Relief Act (SCRA).
Focuses on the Member's experience as it relates to the servicing of their loan and looks to develop or enhance processes that progress the level of service.
Establishes processes to effectively monitor the service provided and implement improvements as necessary.
Responsible for the vehicle loan title administration processes and oversight to ensure the Credit Union has secured our collateral by working closely with state and local agencies, and third parties.
Provides support to Members and team members, including answering questions, problem resolution, and escalations.
Investigates and responds to Member concerns and complaints in a timely manner.
Oversees the loan payoff requests/demands, including related payment processing, file maintenance, insurance and GAP claims as appropriate, and appropriate and timely title release.
Ensures IRS form 1098 and other year-end tax statements are issued and mailed to Members as required.
Analyzes and compares vendor responses, conducts vendor risk assessment, negotiates contracts, and provides a summary and recommendations as needed.
Manages existing vendor relationships, vendor performance, reviews audit reports, and contract renewals.
Reviews various reports to ensure that proper tracking is in place to effectively evaluate and improve processes and metrics within the department.
Serves as liaison for internal and external audits, including the NCUA and CFPB, relating to department audit activities to ensure that department functions meet regulatory policies and guidelines.
Provides daily support to staff, including answering questions and problem resolution, communicating job expectations; planning, monitoring, and appraising job results; training, coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures and analyzing variances.
Contributes to organizational goals and priorities as a member of Management team.
Establishes and implements plans that have short-term (1-2 year) impact on business results in alignment with organization objectives.
Evaluates operating procedures and policies, ensuring the highest levels of Member service, productivity and internal control.
Initiates, researches, coordinates and implements department or division projects intended to benefit Members, internal team members or department operations.
Ensures compliance with state and federal laws as well as any other applicable regulations.
Understands the Credit Union organizational goals and key performance indicators and takes the necessary actions to achieve desired results.
Performs other duties as assigned.
Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions.