Consumer Lending Manager
Consumer Lending Manager - Kensington, MDThe Consumer Lending Manager is responsible for the successful management of all aspects of consumer lending operations, from loan set-up through funding, for all channels including branch, online, telephone and auto indirect. The incumbent provides leadership, guidance, and support to the team, and ensures administrative and operational compliance with regulatory requirements and Signal Financial FCU policies and procedures. Position Responsibilities:Operations ExecutionEnsure the thorough and responsible underwriting of all loans in compliance with SFFCU guidelinesDesign and implement work flow processes and practices from set-up through post-closing that result in efficient and accurate loan processing and closing and ensures the highest levels of productivity and qualityWork with SVP of Consumer & Real Estate Lending on product development efforts including creation and maintenance of program guidelines and loan documents as well as systems enhancements to both the LOS and online applicationsWork with the SVP of Consumer & Real Estate Lending, develop strategic direction, set productivity goals and turn-time requirements to ensure collaboration to maximize funding volume while maintaining strict adherence to SFFCU policies and guidelinesProvide guidance in resolving complex or challenging loan transactions to yield the best possible outcome while giving staff the opportunity to develop and recommend the solutionManage and forecast staffing needs to support the changing demands of production levelsProvide training and guidance to ensure the department is in compliance with all standard operating procedures, fair lending practices, and federal and state regulationsMaintain responsibility for quality assurance review responsesMonitor quality assurance and timeliness of workflow by:Perform staff audits to determine if inconsistencies existAnalyze and monitor team workflowImplement procedures and guidelines for uniformity and quality standardsEnsure adherence to regulatory and compliance requirementsResponsible for the administration of all aspects of SFFCU's loan origination system including but not limited to document creation and maintenance, interfaces with third parties, data integrity, implementation of system and software updates, training and workflow design to ensure optimal performanceMaintain knowledge of current industry practices and trends; identify opportunities for improvements of established practices and customer satisfaction. Member ServiceProvide leadership, training and coaching to operations staff to ensure the highest level of member service throughout the processAssist, as necessary, with the resolution of any customer service issues escalated to management level and exercise professional judgment in further escalating to the SVP of Consumer & Real Estate Lending only when necessaryRespond to all escalated loan-level scenarios promptly and thoroughly, and communicate resolved issues to all stakeholders to further improve processes and/or avoid similar problems from arising in the futureEstablish customer service delivery standards and monitor service levels against such standards on a regular basis Staff Development, Coaching and TrainingRecommend staffing levels and personnel actions such as hiring, promotions, transfers, salary actions, staff training and separationsAccountable for recruiting, hiring, developing and retaining qualified, high-performing operations staffDevelop staff through a combination of goal-setting, delegation, training, coaching and performance management to ensure all employees have the knowledge, skills, and abilities to meet performance quality and productivity targetsPerformance management activities include, but are not limited to: performance reviews, performance improvement plans, coaching and training, scheduling work hours, and cross-trainingManage, monitor and provide feedback on the achievement of performance goals, productivity, efficiency, and quality of work product Position RequirementsHigh School Diploma or GED required.College degree preferredA minimum of five to ten years of consumer lending operations experience requiredA minimum of two years of experience in an operations management role requiredMust demonstrate a thorough knowledge of SFFCU guidelines as well as credit union lending policies, procedures, and regulationsMust possess a thorough understanding of the requirements and features of the consumer loan programs offered by SFFCUExcellent oral and written communication skills requiredStrong loan math calculation skills including the use of automated spreadsheet development and basic analytics requiredSolid time management skills and the ability to organize prioritize and perform multiple tasks simultaneouslyAbility to communicate clearly and effectively, both verbally and in writing, across a variety of audiencesProficiency with Microsoft office suite including Outlook, Word, and ExcelAbility to learn and work in a fast-paced work environment The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem as necessary.