POSITION PURPOSE

The Consumer Loan Servicing Manager is responsible for the managing the overall performance of the Loan Servicing Team and the controls environment to attain strategic business results. Acts as a senior point of escalation and resolves exceptions. Processes and/or reconciles transactions of varying risk and financial value in accordance with established policies and procedures. Interacts with customers and/or third parties in completing transactions or resolving escalated issues. Manages all human resources related activities for direct and indirect reports and maintains employee engagement. Provides coaching and development to team members. Leads staff meetings, communicates strategy, translating it into tactical operating plans. Recommends policy improvements. Oversees the control framework for unit(s) of responsibility. Reviews reports to identify exceptions, monitor quality, and ensure compliance. Manages and is accountable for risk mitigation and business resiliency activities. Verifies completeness and accuracy of procedures. May review transactions and related documents. Verifies work processes to ensure completeness, accuracy, and conformance to established service levels and applicable procedures.  

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Manages and provides leadership to the Loan Servicing Team. Coaches, mentors, and provides guidance to Supervisors in areas of staffing, career development, performance evaluations, problem solving, training, etc.
• Holds one-on-one meetings, Department meetings, huddles on a regular basis to develop skills and expertise while improving overall engagement level of the team. Implements activities to keep the team engaged, share information, solicit input, and provide exceptional service to both internal and external customers.
• Accountable for performance of the team to achieve established goals and a high level of service. Holds team accountable for results and SLAs for member service.
• Develops and maintains loan servicing objectives, policies, and procedures. Regularly reviews the department’s systems, procedures, and policies. Leads the teams in identifying and implementing changes for improved efficiency and overall quality of the department’s operations.
• Develops and maintains an understanding of compliance and regulatory expectations for Loan Servicing including but not limited to Flood Insurance tracking, Forced Placed Insurance, and Consumer disputes.
• Analyzes processes and workflows to enhance efficiencies, timeliness, and appropriate segregation of duties. Designs solutions and implements changes to increase the efficiency and workflows. Makes recommendations regarding the automation of servicing procedures using available technologies and system applications or 3rd party vendors.
• Manages, assists, monitors, and provides oversight to the Loan Servicing team and day-to-day responsibilities to ensure exceptional member service, loan data accuracy and loss mitigation. These staff duties include:

• Paid loan processing - ensuring paid notes are processed and documents are returned to borrowers in an accurate and timely manner.
• Loan transaction posting such as payment reversals/corrections; waiving of late charges, fees, and interest – ensuring timeliness and accuracy.
• Monitoring the timeliness/accuracy of branch or phone requests.                    

• Interacts with auditors, loan review, compliance, and examiners to assist as necessary. Follows-up and corrects items as addressed to ensure the necessary changes or recommendations have been implemented as directed.
• Able to work at any Credit Union location that may include extended hours, holidays or Saturdays.
• Ensures work area and assigned equipment are clean, secure, and well-maintained.
• Performs other job-related duties as assigned by management.

 PERFORMANCE MEASUREMENTS

• Maintain a cohesive, highly trained, motivated staff sufficient to meet loan demand; ensure service level standards are met and that the team is delivering quality results.
• Ensure all consumer lending processing activities are compliant with established policies and regulations.
• Ensure consumer servicing procedures are current.
• Ensures that servicing workflows and processes are streamlined, efficient and compliant.
• Keep management informed regarding key operational issues affecting the department or the credit union.
• Ensure direct reports achieve individual goals and receive ongoing developmental training.
• Coach team members monthly; complete performance reviews within the prescribed timeframe.
• Comply with all applicable rules, regulations, and policies, including but not limited to BSA, OFAC and Physical Security.
• Sales and Service Standards are met.
• Fortera Core Values are satisfactorily demonstrated.

Special Note: Fortera Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, sex, race, color, national origin, disability, pregnancy genetic information, religious preference, protected veteran status, sexual orientation, gender identity or any other trait protected by state or federal law.

Please be advised, visa sponsorship is not available for this position.

Required Skills

• Preference for working in organizations that place priority on personal humility, diversity, inclusion, teamwork, and collaboration.
• Ability to accurately assess the cultural environment, exhibiting emotional intelligence and appropriate sensitivity while maintaining individuality.
• Excellent oral, written and interpersonal communications skills. 
• Ability to translate and drive business strategy.
• Comfortable with, and can effectively navigate through, ambiguity.
• Versatile and open learning new skills; open to change.
• Results orientated; able to accomplish results through others.
• Strong supervisory skills; able to build positive relationships.
• Ability to work in a cooperative manner with others.
• Displays leadership and appropriate decision-making abilities. Able to exercise sound judgement.
• Ability to meet deadlines while maintaining and effective and efficient workflow.
• Well organized, and attentive to detail.
• Solid project management abilities.
• Able to operate PC, related software applications and standard business equipment.
• Ability to help establish department goals and implement plans for achievement thru team member participation.
• Ability to work independently, as a part of a team, and handle multiple tasks in a fast-paced environment. 
• Professional dress, appearance, and attitude.
• Ability to work well under pressure while always promoting a professional image of the Credit Union.
• Regular and predictable attendance.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Finger Dexterity:     
                              

• Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Talking:       
                                                   

• Especially where one must convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing:     
                              

• Ability to hear average or normal conversations and receive ordinary information.

Repetitive Motion:    
                             

• Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities:  
              

• Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

Physical Strength:           
                    

• Sedentary work; sitting most of the time.  Exerts up to 10 lbs. of force occasionally.  (Almost all office jobs.)

 WORKING CONDITIONS

None:                             
                                    

• No hazardous or significantly unpleasant conditions (such as in a typical office).

 MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability:        
                         

• Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions. 
• Ability to interpret a variety of technical instructions and can deal with multiple variables.

Mathematics Ability:        
               

• Ability to compute discount, interest, profit and loss, commission markup, and selling price; ratio, proportion, and percentage.
• Able to perform very simple algebra.

Language Ability:              
                     

• Ability to read scientific and technical journals, abstracts, financial reports, and legal documents.
• Ability to prepare articles, abstracts, editorials, journals, manuals, and critiques.  
• Ability to prepare and make comprehensive presentations, participate in formal debate, communicate extemporaneously, and professionally communicate before an audience.

Required Experience

Education/Certification:    
                                   

• Two years college or three years of similar experience in lieu of education.
• Continuing education, a plus.
• NMLS certification or ability to obtain.   
                                          

Required Knowledge:       
                      

• Thorough knowledge of Credit Union loan products, services, operations, policies, and standards.
• Understanding of government regulations and legal requirements involving lending and related functions.
• Familiarity with loan promotions and marketing practices.

Experience Required:             
                 

• At least five years of progressive experience in lending related positions.
• Three to five years administrative and supervisory experience.