Contact Center Lending Manager

Job Description

Job Description

Position Title : Contact Center Lending Manager Department : Contact Center

Classification : Exempt Approved By : CEO

REPORTING RELATIONSHIPS

Position Reports To : VP of Consumer Lending

Positions Supervised : Member Service Representative (Sales)

POSITION PURPOSE

Responsible for managing, scheduling, and training Contact Center lenders and ensuring that lending objectives are well supported. Assists with the training of new personnel and for existing personnel as necessary. Provides leadership to Contact Center lenders. Ensures that professional relations exist with members and that reporting and informational needs are met. Assists to ensure that the Contact Center reaches growth and sales targets. Provides lending to members and ensures that members and prospective members are promptly and professional served. Attends and participates in meetings as assigned and keeps management well informed of activities and significant problems.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for effectively supervising and training Contact Center lenders, ensuring optimal performance.

• Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication.
• Assigns, schedules, and coordinates personnel to maintain adequate staffing levels at all times.
• Identifies, develops, and implements training programs as appropriate. Ensures that Contact Center lenders are thoroughly trained in all Credit Union products and services.
• Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.
• Assit Contact Center Director to ensure that staffing levels are appropriate. Assists in interviewing and assigning new personnel as necessary.
• Coaches lenders to help them serve members and reach their assigned goals.
• Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvements.
• Attends seminars and workshops to enhance training knowledge and skills.
• Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.
• Assumes responsibility for effectively scheduling personnel and maintaining adequate staffing levels at all times.
• Monitors timekeeping and attendance records.
• Ensures that all department files are current, accurate, and well maintained.

2. Assumes responsibility for effectively overseeing sales activities, ensuring optimal performance.

3. Assumes responsibility for effectively receiving, reviewing, and processing loan applications.

needs.

4. Assumes responsibility for maintaining effective working relations, communication, and coordination with co-workers as well as management.

a. Keeps Contact Center Director informed of area activities and significant problems.

b. Completes required reports and records accurately and promptly.

5. Assumes responsibility for related duties as required or assigned.

PERFORMANCE MEASUREMENTS

4. Existing accounts are maintained or expanded, and new ones developed.

5. Accounts are managed in accordance with established Credit Union policies and procedures.

6. Good communication and effective working relationships exist with Creidt Union personnel.

7. Professional relations exists with members and other external business contacts.

8. Sales and lending goals are met or exceeded.

9. The Credit Union’s professional reputation is conveyed and maintained.

10. Maintain a dependable record of attendance and timeliness.

11. Management is appropriately informed or area activities and of any significant problems.

QUALIFICATIONS

Education / Certification : (1) A two-year college degree, (2) completion of a specialized certification or licensing, (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Required Knowledge : Good knowledge of Credit Union products and services.

Understanding of product positioning and competitive conditions.

Knowledge of sales and marketing techniques and principles.

Experience Required : Three years to five years of similar or related experience.

Supervisory experience preferred.

Skills / Abilities : A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.

Work involves extensive personal contact with others and / or can be of a personal or sensitive nature.

Work may involve motivating or influencing others.

Outside contacts become important and fostering sound relationships with other entities (companies and / or individuals) becomes necessary.

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 frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing : Able to hear average or normal conversations and receive ordinary information.

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 common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.

MATHEMATICS ABILITY : Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard; ounce, and pound (or their metric counterparts).

LANGUAGE ABILITY : Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.

Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.

Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.