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NASA Federal Credit Union · 2 weeks ago

Consumer Loan Servicing Team Lead

Upper Marlboro, MD

Full-time

Hybrid

Mid, Senior Level

$60K/yr - $71K/yr

3+ years exp

NASA Federal Credit Union is in search of a Consumer Loan Servicing Team Lead to assist with the daily operations of the Consumer Loan Servicing department and mentor Loan Servicing representatives. The role includes resolving account issues, maintaining compliance knowledge, delivering exceptional customer service, and identifying workflow improvements.

Credit CardsFinancial ServicesNon Profit

Responsibilities

Acts as a positive role model for all LSRs by demonstrating appropriate behaviors regarding professionalism, dress code, attendance, and most importantly a consistent sense of urgency in providing exemplary member service

Acts as the first level of assistance/contact for LSRs I-III issues

Assists with vendor system(s) based updates/release projects; participates on core system updates/release projects for Consumer loan products (lines/loans)

Possesses thorough knowledge of all Credit Union loan products and services

Recommends ways to streamline processes and improve member service based on observations and feedback from LSRs and members

Assists with new employee training on Consumer Loan Servicing processes

Conducts monthly Individual Dialogs with LSRs I-III and reviews with Consumer Loan Servicing Manager

Assists the Consumer Loan Servicing Manager with the preparation of performance appraisals for LSRs I-III and may attend subsequent meetings

Communicates with 3rd party vendors being used by Consumer Loan Servicing as needed

Assists with tests and reviews of software updates applicable to department processes and/or support department and corporate projects

May also be responsible for all or part of the duties of the Consumer Loan Servicing Representative I, II and III positions

May be in training to learn the job duties of the Consumer Loan Servicing Team Lead II position

Monitors the daily workload of LSRs and recommends adjustments to ensure adequate coverage is in place

Performs detailed quality checks and associated output of work to ensure processes are being maintained and completed on time

Creates and modifies reports to support department processes

Works with management to ensure system and product changes are updated according to changing department needs, volumes, and regulatory changes, as required

Assists LSRs with decision making and troubleshooting complex requests

Conducts regular refresher training sessions

Researches and resolves accounting inquiries

Follows-up on various system exception reports to validate data integrity and compliance

Leads or supports department level projects as assigned

Acts a back-up for all duties of the Consumer Loan Servicing Team Lead I position

May also be responsible for all or part of the duties of the Consumer Loan Servicing Representative I, II and III Positions (the Consumer Loan Servicing Team Lead II will not quality control their own work performed as a Consumer Loan Servicing Representative I, II or III.)

Qualification

Consumer loan servicingSupervisory experienceRegulationsTrainingMentoringCustomer service

Required

Must reside in Maryland, Washington DC or Virginia

Two+ years of directly related consumer servicing experience

Strong knowledge of consumer systems and procedures, credit union and governmental agency regulations and policies

Acts as a positive role model for all LSRs by demonstrating appropriate behaviors regarding professionalism, dress code, attendance, and a consistent sense of urgency in providing exemplary member service