SchoolsFirst Federal Credit Union · 15 hours ago
Assistant Manager, Real Estate Operations
Tustin, CA
Full-time
Onsite
Mid, Senior Level
$96K/yr - $154K/yr
5+ years expSchoolsFirst Federal Credit Union is seeking an Assistant Manager for their Real Estate Operations team. This role involves overseeing daily operations, ensuring service quality, and managing team performance to enhance member satisfaction.
Finance
Responsibilities
Assists the department manager by overseeing the day-to day operations of the assigned Real Estate operational team
Work with Members, teammembers and vendors to address and resolve any Member service issues promptly and effectively
Ensure teammembers are meeting performance metrics and SLAs., adhering to company policies, regulatory requirements, and best practices
Monitors service performance levels of the department to ensure exceptional Member and teammember service
Monitor and manage team workloads to ensure balanced distribution of tasks
Develop and implement strategies to enhance Member satisfaction
Provides strong leadership and direction, fostering a positive and productive work environment
Monitor and manage the production pipeline to meet or exceed service level agreements
Ensure exceptional service delivery to Members by maintaining high standards of communication, accuracy, and timeliness in all loan activities
Respond to audit findings and is responsible for ensuring processes are in place to minimize findings
Collaborate with management team to develop and execute strategic plans
Conduct regular team meetings, performance reviews, and professional development sessions to ensure continuous improvement and career growth
Manage time and attendance ensuring compliance with company policies and optimizing staffing levels
Research and resolve escalated Member inquiries, complaints, and issues promptly and effectively
Implement and monitor metrics to evaluate performance and drive process improvements
Ensures that SOP’s and written Desktop Procedures are current and maintained
Oversees activities focused on improving and maintaining service quality, such as monitoring/observing recorded or live calls, emails and other forms of communication
Stays current with industry developments including, but not limited to, changes in regulations, technology, etc
Ensures adherence to state and federal laws regulating real estate secured lending and NCUA, CFPB, ECOA, Fair Lending, HMDA, UDAAP, Safe Act and credit union policy and procedures
Provides ongoing training to develop teammember skills
Ensures that the team is current on all training activities by proactively monitoring reports
Ensures the team is updated on all departmental and compliance related SOP’s
Acts as an area expert and team resource
Assists team with reviewing complex loans
Responsible for handling escalated Member calls and complaints
Works with Members as needed to resolve service issues
Ensures teams are adequately trained to maintain exceptional service levels and are able to deliver effective solutions to complex Member interactions
Establishes and maintains reporting systems on productivity call monitoring and loan pipelines; ensures that key information is disseminated to department manager
Interacts with vendors and works to resolve service issues
Develops dynamic teammembers by way of example and coaching, develops fair standards and a performance management strategy and recognizes top performers and noteworthy achievements
Partner with other departments to ensure smooth and efficient end-to-end loan processing
Responsible for ensuring that service commitment expectations are met; this includes Service Quality Score goals, turnaround times, productivity and Member communication
Some travel may be required within Credit Union facilities and/or events
Supervises teammembers directly, including selection, training, performance appraisal and work allocation
Responsible for scheduling staff
Helps establish, communicate and achieve the credit union’s goals and standards, ensuring these are fully communicated to and understood by all department staff
Identifies areas to streamline department and credit union operations
Complies with all government regulatory policies, internal policies and procedures, audit standards, remains current on and informed of Standard Operating Procedures (SOP) and apprises staff
May act in the capacity of the Manager in his or her absence
Performs other duties as assigned
Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties
Qualification
Required
High School Diploma or GED required
5-7 years of previous related experience required
Register with the Nationwide Mortgage Licensing System and Registry as a mortgage loan originator in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act (the 'SAFE Act') when applicable required
Knowledge of real estate loan processing, underwriting, and processing of first and home equity loans
Excellent spelling and grammar skills
Excellent communication skills, including business writing experience
Preferred
Bachelor's Degree or equivalent years of experience preferred
1-3 years previous supervisory experience preferred
Company
SchoolsFirst Federal Credit Union
Since our founding in 1934, we have been singularly focused on one thing: providing world-class personal service and financial security to our Members.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Terry Agius
CEO
Dana Schuller
Chief Administrative Officer
Recent News
Cal State Long Beach
2023-12-22
2022-08-19
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