Manager of Consumer Loan Servicing and Support

Advia Credit Union-posted 11 days ago
Full-time • Mid Level
Hybrid • Kalamazoo, MI
251-500 employees
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Accountable for the strategic vision and leadership of the Consumer Loan Servicing and Support team that facilitates all consumer & mortgage servicing operations and serves as lending subject matter experts on PMO-led strategic projects. Implements process improvement changes for increased efficiency of departmental operations to accommodate all servicing and regulatory requirements related to consumer lending. Works closely with internal and external stakeholders to ensure that all members receive efficient, courteous and quality service. This position aids efforts to meet the strategic goals of the credit union, including providing outstanding service to internal and external members as defined by living and demonstrating the core values of the credit union; Act with Integrity, Drive Progress, Build & Strengthen Relationships, and Keep People at the Core.

  • Manages team to maximize productivity, efficiency, and the potential of the human assets of Advia, including monitoring performance, coaching, mentoring, training, assuring compliance with regulatory requirements and organizational mission, values, service standards, policies, and work guidelines.
  • Appraise performance and provide recommendations for promotion, disciplinary action, and termination, as appropriate.
  • Manages the Consumer Loan Servicing function by communicating, coordinating, coaching and reviewing direct reports to ensure outstanding member service, efficient operations, appropriate controls and appropriate levels of productivity and effectiveness.
  • Initiates projects and manages implementation that result in a reduction in expense, compliance adherence, and improved service.
  • Provides aid on system conversions during mergers and acquisitions to ensure a smooth transition of loan data and positive experience for new members.
  • Identifies and implements process improvement enhancements by reviewing and analyzing operational data.
  • Monitors trends and recommends loan retention strategies and/or cost saving opportunities.
  • Ensures the Credit Union’s professional reputation is maintained and that escalated member situations and internal staff requests/questions are promptly and courteously resolved.
  • Manages the record retention strategy for Consumer and Mortgage loans.
  • Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.
  • Five to eight years of similar or related experience, including preparatory experience.
  • Experience in loan operations and processing.
  • Experience in working with loan servicing data processing systems.
  • A college degree.
  • A significant level of trust, credibility and diplomacy is required.
  • Knowledge of consumer lending risk management practices, industry rules and regulations with the ability to stay current with CFPB, NCUA, and UDAP regulations and best practices.
  • Strong analytical skills and the ability to interpret and apply data to improve team performance and operations.
  • Ability to manage multiple priorities and projects in a fast-paced environment.
  • Self-motivated with strong communication acumen.
  • Computer skills including a working knowledge of Microsoft Office products and loan servicing software and systems.
  • Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
  • Must be capable of climbing / descending stairs in emergency situation.
  • Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
  • Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
  • Must be able to work extended hours whenever required or requested by management.
  • Must be capable of regular, reliable and timely attendance.
  • Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
  • Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
  • Must be able to read and carry out various written instructions and follow oral instructions.
  • Must be able to speak clearly and deliver information in a logical and understandable sequence.
  • Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
  • Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
  • Must be able to effectively handle multiple, simultaneous, and changing priorities.
  • Must be capable of exercising highest level of discretion on both internal and external confidential matters.
  • Medical, dental, and vision insurance to keep you and your family healthy.
  • 401(k) with company match, life insurance, and disability coverage.
  • Generous paid time off (PTO), paid holidays, and paid parental leave.
  • Learning and development programs, plus tuition reimbursement to support your career journey.
  • Free Telemedicine
  • Employee Assistance Program (EAP)
  • Wellness initiatives
  • Paid Community Action Volunteer Hours
  • Parental Leave and Tuition Reimbursement are available after one year of service.
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