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Advia Credit Union · 1 month ago

Manager of Consumer Loan Servicing and Support

Kalamazoo, MI

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Advia Credit Union is a fast-growing financial institution serving nearly 200,000 members. The Manager of Consumer Loan Servicing and Support is responsible for leading the Consumer Loan Servicing team, implementing process improvements, and ensuring compliance with regulatory requirements while delivering outstanding service to members.

BankingFinancial Services

Work & Life Balance

Responsibilities

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

Qualification

Loan operations experienceConsumer lending knowledgeProcess improvement skillsAnalytical skillsMicrosoft Office proficiencyCommunication skillsCustomer serviceTeam managementInterpersonal skillsProject management

Required

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