Member Service Center Lending Assistant Manager

Member Service Center Lending Assistant Manager

The primary function of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in our community.” One of the primary means to achieve this is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution.

The Member Service Center Lending Assistant Manager is responsible for ensuring the member service center runs smoothly and efficiently; provides leadership, training, and supervision within the member service center and promotes the CCU Mission and Service Promises. The individual is responsible for attaining established member service center goals through active participation in quality service management and assuming responsibility and accountability for adherence to Credit Union policies and procedures. The incumbent will supervise, coordinate, and control Credit Union services and activities of the Member Service Center.

Community Credit Union is an Equal Opportunity Employer (EEO) and supports a drug-free workplace.

ESSENTIAL DUTIES

1. Demonstrates enthusiastic support of corporate mission, core values and long-term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.
2. Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises and meets all established service goals.
3. Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects opinions, abilities and contributions of others and conveys a willingness to assist and cooperate with others for the benefit of the organization.
4. Assists in attaining established departmental goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines.
5. Manages the lending team to maximize productivity, efficiency, and the potential of the human assets of the company, including directing job assignments, setting performance expectations, monitoring staff performance, coaching, counseling, training, assuring compliance with regulatory requirements and organizational mission, values, service standards, policies, and work rules. Appraises performance and provides recommendations for staff compensation, promotion, and termination, as appropriate.
6. Coordinates activities of the MSC lending team. Communicates sales information, marketing initiatives, policy, procedure, and/or operational changes to the branch team.
7. Maintains loan and membership portfolios in a manner that is consistent with annual team goals. Consistently applies sound decision-making techniques as they apply to existing policies and procedures; keeps within assigned approval limits and uses instances of assisting staff as learning tools for development.
8. Assists with telephone support by responding to escalated member inquiries and problems in a professional, timely manner, follows up on inquiries with informational materials and/or phone contact, investigates and corrects errors and resolves problems or other issues and helps members to utilize electronic delivery channels for convenience.
9. Provides consistent quality service and projects a positive image of the credit union to internal and external members. Coaches Member Service Center Lenders to achieve individual sales and appropriate member view scores based on service each month, loan production, new account production, payment protection products, and speed of service.
10. Responsible for maintaining a thorough knowledge of credit union membership, dividend rates, interest rates, products, services and the required document disclosures to ensure compliance with current regulations.
11. Maintains on-going communications with immediate supervisor, relates pertinent problems, irregularities, new developments, changes and other important information within the area of responsibility. Provides input and evaluates daily practices and procedures, makes recommendations for changes or modifications for more efficient operations.
12. Responsible for the planning, coordination, and direction of the member service center, including incoming lending and new account calls and, if applicable, outgoing calls and/or automated/predictive/call-back solutions. Implements and monitors service center procedures to comply with credit union policies and governmental rules and regulations. Reviews and recommends revisions as needed in the procedures used with the service center.
13. Instills and maintains a positive sales environment through education of the credit union’s products and services; monitors team in quality of service and product presentation compared to goals. Coaches team members to maximize opportunities to cross-sell products and services.
14. Trains or assists in training of member service center staff with cross-selling skills to promote credit union products and services as appropriate. Consistently maintains and improves member service center lender skills and knowledge for efficient service delivery and high-quality member service.
15. Monitors calls for professionalism, accuracy, cross-selling, and content. Monitors call volumes, abandon ratios, average talk time and other service center productivity measures for adherence to member service center goals and expectations.
16. Creates, develops, and implements new procedures to support policy and product changes that ensure smooth implementation.
17. Maintains on-going communication with Member Service Center Director, informing of all pertinent problems, irregularities, new developments, changes, and other valuable information within the area of responsibility.
18. Keeps abreast of changes in the industry and changing trends in lending and reacts to changes in a way that maintains competitiveness.
19. Attends training sessions and meetings as required.
20. Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
21. Performs other related duties as assigned and special projects as assigned.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Associate degree (AA) from college; or three (3) to five (5) years of related experience and/or training; or the equivalent combination of education and experience. Work related experience in a call center setting with knowledge of financial institution operations, exceptional customer service and sales background. Educational experience, through in-house training sessions, formal school, or financial industry related curriculum, should be business or financial industry related.
• Intermediate experience and knowledge of credit union activities, terminology, products and services, and knowledge of related state and federal compliance regulations and operational policies.
• Intermediate skills in personal computer operation, word processing, spreadsheet, and software programs.
• Intermediate typing skills to meet the production needs of the position.
• Basic math skills, calculate interest and balance accounts, add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, locate routine mathematical errors in a timely manner.
• Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to members and employees.
• Effective organizational and time management skills, with ability to multi-task and the ability to provide leadership, supervision and training using positive supervisory techniques to ensure maximum productivity, demonstrated ability in organization and delegation skills. Ability to work with moderate supervision and inspection of work while performing duties, and be a strong team player.
• Ability to handle simple problems in nature requiring some analysis or research to determine the best solution.

The incumbent must be able to perform this position safely, without endangering the health or safety of the individual or others.