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General Summary

Responsible for our Lending Center inbound and outbound online and telephone lending, the expansion of existing member relationships, development of new business, and supervision of designated lending center staff. Serve our membership by providing and promoting all deposit and lending offerings to meet new or existing members' financial needs. In addition to performing in a lending role, manage lending center staff by solving problems, guiding and advising staff, coaching, mentoring, and overseeing the efficient handling of work needs.

Job Duties:

Department Manager

• Responsible for the development and growth of the department's key drivers, which include growth of loans, deposits, and net income, while managing risk.

• Establish and maintain a highly motivated, well-trained staff with effective associate teamwork relations.

• Provide leadership, motivation, direction, coaching and mentoring for credit union associates to strive for excellence.

• Develop position standards, chart workflow, and adjust workloads when necessary, according to type/amount of volume. Assess and recommend staffing levels within area of responsibility.

• Monitor associates’ workflow of applications, title follow-ups, CPI, DP (debt protection) percentages to ensure they are being handled timely and correctly.

• Monthly coaching and ongoing mentoring of associates including evaluating and performing reviews of designated staff to ensure quality of work and service.

• Hold periodic staff meetings to discuss areas needing improvement, changes in procedures, new developments, or services and to present general information. Attending management meetings as scheduled, providing effective feedback and support to the executive team, including assisting and supporting current and future needs.

• Monitor key products/sales reports to ensure profitable and sound business practices are being done, a high quality of service for members is being provided, and that associates are maximizing opportunities to sell all products. Assist members and associates with complex account issues.

• Ensure consistent member services are being met by collaboration with all departments and managers, fostering a teamwork approach. Assist all credit union staff with development opportunities to increase the level of member service.

• Recommend changes to enhance productivity, service, sales, products, procedures, and policies.

• Recommend strategies for improving sales and service based on market research and competitor analysis.

Lending Sales & Service

• Handle outbound and inbound Lending Center calls and process transactions as required.

• Interview loan applicants and provide information on products that best meet the members' needs. Request and review all required information and documentation to secure a loan.

• Assist members with completing loan applications over the phone and/or electronically, obtain and evaluate credit reports and calculates debt-to-income ratios.

• Provide financial counseling based on results of interviewing to approve or deny member lending products within product guidelines or as directed by designated management. .

• Notify applicant of loan decision. Correspond with members, applicants, and creditors to resolve questions regarding application information

• Develop the knowledge and maintain the ability to cross sell all credit union products/services to provide financial needs for new and current members.

• Determine collateral needs and assist members with payment arrangements.

Credit Union Job Duties

• Maintain knowledge of all state and federal regulations that are applicable to the transactions performed in the lending areas to stay in compliance.

• Be a champion of the contact management system.

• Develop a working knowledge of the credit union's technical systems, history, philosophy, organization, bylaws, and operational procedures.

• Actively support our "sales and service" culture and demonstrate these skills by communicating to members the benefits and features of all our products and services.

• Work proactively to build relationships necessary to meet the set performance goals and expectations for the department.

• Expect and embrace change by being flexible and adaptable.

• Participate in community/business related events conducting oneself in a professional manner in relationship to all credit union activities.

• Foster sound relationships with outside entities, with the ability to build rapport and have excellent selling skills to develop business.

• Maintain members' confidentiality.

• Manage delinquency of assigned loan files.

• Complete in-house training based on required classes set up for this position.

• Assist in any area as directed by management.

Requirements

• Education

  • Advanced coursework in Business, Finance, or a related field strongly preferred.

• Experience/Knowledge

  • Some supervisory experience required, 3 years or more preferred. Experience should include performance management, training, staffing and managing compliance.

  • Credit Union or banking experience required. 2 or more years’ experience in a role including lending and developing deposit portfolios required, 3-5 years preferred.

  • Requires knowledge of all related banking regulations, and ability to learn and effectively apply policies/procedures for all services and products.

  • Must have demonstrated leadership experience and qualities to support the needs of the department

  • Must have demonstrated experience and success in a goal-oriented role and managing a team with deliverables and expectations.

• Skills

  • Must have professional, well-developed interpersonal skills necessary for handling all member needs and supervising staff.

  • Must have demonstrated excellent decision making, judgement and time management.

  • Must have demonstrated ability to promote products and services in a sales and service environment to reach the credit union’s financial goals.