OVERVIEWThis position will provide support to the Director, Home Equity by performing tasks related to Home Equity loan requests for members ensuring completeness, accuracy, timeliness, and providing quality member service while guaranteeing financial security for the respective Credit Union and its members.The primary goal of the Home Equity Manager will be to support staff by answering questions, providing feedback and coaching, as well as training and development of staff. This position will communicate with appropriate leadership to keep them informed of department issues.The Manager, Home Equity will support all staff and management to ensure service levels are adhered to and exceptional service is provided to all members (internal and external).S3 has a commitment to excellence and the highest standards of member service. Our values and beliefs are critical to the success and growth of the business and they were all created with a unique cultural foundation.RESPONSIBILITIESDemonstrates exceptional service in all interactions with members, prospective members and personnel in other Credit Union departmentsRepresent S3 and all respective credit unions in a professional and friendly manner by practicing Quality Service Standards in all interactions with members, prospective members, vendors, and credit union personnelAssist in training, developing, and coaching department staff to meet expectation and service levelsDevelop methods and procedures to improve effectiveness and efficiency of the processesAssist others in completing daily tasks, and provide resources needed for training and coaching purposesHandle member, employee, and vendor calls, effectively resolving issuesUse and create resources to effectively resolve difficult loan processing problemsProficient at educating and clearly explaining to members and co-workers all areas of services, products, and procedures. Effectively present key features and benefits of applicable Credit Union products and services to members and assist staff with recognizing needs and offering products/servicesResolve errors made in loan processing when dealing with members, including working with other departments and outside vendors to ensure proper resolution and follow upUnderstand and explain all aspects of a loan account, including: Repayment history, ownership, history, and dateMust be familiar with and abide by applicable rules, regulations, and Credit Union guidelines, policies, and proceduresMaintains a thorough working knowledge of loan processing and origination rules and regulationsAssist management with staffing and scheduling, including maintaining calendars, reviewing timesheets, time off requests, and recommends and implements adjustments to meet service levelsEnsures member and Credit Union asset quality while reducing risk to the credit unionAssists in coordination and disbursement of workflow, ensuring deadlines are metProvides accurate and timely reports to management and executive staff as neededDevelops well-rounded knowledge of all Credit Union departments, and knows how and where to refer members as neededWork in collaboration and partnership with other team membersMay assume additional responsibilities in manager's absencePerforms additional duties and responsibilities as required and requestedQUALIFICATIONSPositive attitude and team-orientedMaintains professionalism in every interaction; serves as a role model for teamPrioritize workload based on requirements and member service level agreementsStrong analytical skills required with a high degree of accuracyMust communicate accurately and effectively in both written and verbal formWorking knowledge of Microsoft officeLending knowledge of HMDA, TILA-RESPA/FCRAAbility to work flexible hours as neededAbility to multi-task in other areas of the unitAbility to function in a changing environmentPrevious lead or supervisory experience is preferredMinimum 2 years of experience in Home Equity Loan or Real Estate processing is preferredAssociate's Degree or equivalent work experience