Contact Center Lending Manager

Job Description:

PRIMARY FUNCTION:

Create and implement strategies that make us our members' first choice for their borrowing needs and drive loan production and growth for the department through cross-sell results, outbound results and retention results. Oversee the consumer lending and deposit products and services, first mortgage leads, business services lending, business services deposit and services of the Contact Center. Ensure team delivers quality to the members while maintaining sound lending practices to protect the interests of the credit union. Oversees a robust continuously evolving outbound sales program with clear goals and results-driven focus. Set a clear mission for the lending teams that aligns with VACU's mission and values. Hold supervisors and frontline lending advisors accountable to fulfill their duties properly and drive business results. Serve as a strong partner across the credit union to complete projects and move our business forward. Drive results and enhanced membership experience through a focus on continuous process improvement. In addition, responsible for consistently motivating staff, developing goals, and setting expectations to ensure staff delivers an exceptional lending experience to our members.

JOB DUTIES AND RESPONSIBILITIES:

• Partner with pertinent department management to develop strategies to enhance the lending process and experience and drive loan production and growth to include outbound calling activities, cross-sell activities and retention activities.

• Ensure Contact Center Lending staff is an integral part of Member Services in order to obtain maximum quality service and efficiency, meeting growth targets.

• Conduct consistent coaching and inspection to maintain and support lending initiatives.

• Identify needs, develop and implement action plans to promote staff development.

• Communicate strategies with staff to support Member Services initiatives.

• Maintain and ensure staff has a complete knowledge of underwriting guidelines, systems, credit reports, and stay up to date with all policy, procedure and system changes.

• Perform all necessary loan transactions and inquiries to assist members when needed.

• Monitor and analyze performance statistics and make changes as needed.

• Comply with regulations related to lending.

• Collaborate with managers to maintain and develop interdepartmental strategies to enhance the member experience and drive performance results.

• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.

• Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.

• Report all Risk Management Policy violations in accordance with policy.

• Perform other duties as assigned.

JOB QUALIFICATIONS:

Knowledge: Must have significant supervisory or management experience in a fast paced consumer lending environment. Vital to have excellent product and service knowledge related to financial institutions as well as the ability to handle difficult situations and support staff accordingly. Credit union or banking industry knowledge preferred. Experience that demonstrates ability to proactively research industry standards, recommend and implement best practices is preferred. Process improvement experience skills and the demonstrated ability to analyze data/results are required.

Skills: Must have exceptional written and verbal communication skills. Must have excellent PC knowledge and ability to learn and help implement new operating systems as needed.

Must be able to be actively registered with the Nationwide Mortgage Licensing System and Registry (NMLS).

This position description is not a complete statement of all duties and responsibilities comprising this position. It contains only the facts necessary to evaluate this position on a fair basis.

Minimum Education and Experience: College degree is preferable or equivalent work experience in consumer lending.

PHYSICAL REQUIREMENTS:

Ability to sit for long periods of time. Infrequent lifting or carrying of objects up to 10 pounds. Ability to speak and hear clearly with reasonable accommodation.