Description
Assists in leading the Consumer Lending Product Support Team. Responsible for ensuring quality service while helping to achieve department and credit union goals. Facilitates team and individual team member development. Responsible for the support/operations team’s performance including service levels and KPIs. Responsible for ensuring their team is within compliance with credit union operational policies and procedures. Responsible for member, vendor, and third party experiences with the support team.
To be effective, an individual must be able to perform each job duty successfully.
- Oversees the Consumer Lending Support/Operations Team and assists in all jobs/duties this team is responsible for
- Handles escalated service issues and exhibits high decision making skills to resolve the escalated situations that are brought to them
- Serves as point of escalation for system support issues, which may include interaction with developers, vendors, or other outside parties
- Assists with managing the LOS communication plan to ensure users, stakeholders, and vendors are well-informed about new features and system updates
- Assists in analyzing support records to identify common trends and underlying problems
- Assists in/conducts regular meetings with the team, including but not limited to: Monthly one on ones, quarterly reviews, bonus reviews, and merit increases
- Effectively and accurately performs, leads, directs and mentors Support Reps as they serve internal and external customers in accordance with established procedures
- Approves and processes good will claims up to tier 3
- Analyses/reconciles, adjusts, approves and processes all billing and refunds for the consumer lending product team
- Creates, maintains, publishes, and distributes procedures/policies and updates information following system, program and process enhancements etc.
- Partners with the Production team to facilitate training sessions related to consumer lending product knowledge and servicing
- Provide customer support for all consumer lending products
- Works on projects as an individual or as a team to enhance or improve processes, technology systems, department procedures, administrative functions and compliance initiatives.
- Updates and maintains tracking/ticketing systems or data worksheets
- Creates, produces, works, analyzes, updates and maintains various reports, data tracking spread sheets, and ticketing systems as requested
- Handles all tracking and reporting for the Support Team
- Responsible for monthly update reports on the Support Team and each team member
- Responsible for delegating work to the Support Team and tracking to ensure quality service
- Fills duties of the Operational Manager in the absence of or at the request of management
- Cross trained on the production teams duties and actively helps
- Other duties as assigned
KNOWLEDGE, SKILLS, and ABILITIES
The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Experience
- Five years’ experience in customer service (both in person and over the phone), to include at least three years' experience with insurance/lending products
- Two years' leadership experience preferred
Education
Associate’s degree in business, finance or related field required. Three additional years of experience in banking/finance may be substituted in lieu of a degree.
Licenses, Certificates, Registrations
n/a
Computer/Office Equipment Skills
- Advanced skills in Microsoft Office (Outlook, Word, PowerPoint and Excel) & Symitar
- Five years’ experience with lending software and products such as FocusNet, Unity, ALPS, Lending 360, Allegro, etc.
Language Skills
- Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
- Demonstrated ability to document outcomes and present information in a manner appropriate for senior management and other high-level stakeholders
Other Skills and Abilities
- Leadership: Motivates and builds team confidence. Applies clear and consistent performance standards/expectations, handles performance problems decisively and objectively, is direct but tactful, provides guidance and assistance to improve performance. Works with each team member to improve and build them in their current position and their career.
- Customer Focus: Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, and solicits opinions and ideas from customers, both internal and external.
- Decision Making/Judgment: Ability to make prudent decisions that are timely, well researched, and reflect awareness of impact. Demonstrates understanding and commitment to our Motto, "We place members first."
- Adaptability: Effectively adjusts and responds appropriately to changes in job conditions, assignments, priorities and schedules. Shows flexibility and willingness to learn/ objective and non-defensive in response to criticism.
- Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
- Quality/Thoroughness: The level of ability to perform work assignments free from mistakes, errors, or negativity. Strives for the best end product. Goes beyond acceptable standards resulting in superior outcomes.
- Team Focus: Builds and maintains team member relationships. Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader and other team members to meet goals, welcomes newcomers and promotes a team atmosphere.
- Ability to process and post payments and refunds for various consumer lending products
PHYSICAL ABILITIES / WORKING CONDITIONS
Physical Demands
Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently. Ability to stand, walk, kneel and crouch occasionally
Vision Requirements
Close vision (clear vision at 20 inches or less) Distance Vision (clear vision at 20 feet or more) Color Vision (ability to identify and distinguish colors
Weight Lifted or Force Exerted
Ability to lift up to 25 pounds often and up to 50 pounds occasionally
Environmental
There are no unusual environmental factors (such as a typical office)
Noise Environment
Moderate noise (business office with computers and printers, light traffic)
***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***
