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Consumer Lending Supervisor

Corporate Office (Central Park)

Pay Range: $81,475.00 - $99.829.00

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

 

General Purpose of the Position 

Responsible for managing and overseeing daily operations for the Consumer Lending team.  In addition, they will be responsible for managing all incoming mortgage and consumer loan applications coming through online or through the phones, processing loan applications, ensuring quality of our loan documents, working closely with branches, underwriters, and third-party vendors to provide exceptional customer service to our members. Trains, directs, and assists in supervising department staff. 

ESSENTIAL DUTIES AND RESPONSIBILITIES (includes the following). May perform other duties as requested or assigned.   

  • Creates a positive work environment and ensures optimum staffing.  Provides direction and leadership to staff with emphasis on delivering excellence in member service, teamwork, and achieving team goals. 
  • Assumes managerial role in absence of Consumer Lending Director 
  • Evaluates, develops, motivates, trains, and coaches’ staff. 
  • Oversees employees on site as well as remote employees. 
  • Tracks individual progress and conducts performance appraisals Formulates and implements corrective actions as needed. Supports individual with development plans and professional goals. 
  • Conducts interview and provides recommendations for employment and/or promotions. 
  • Monitors productivity and service quality of Lending Specialists 
  • Acts as a driver of change to continually challenge best practices for the lending team. 
  • Communicates policies and procedures, business goals, training, organizational updates, and department metrics. 
  • Answers Lending Specialist, Member Advocate and Member questions, solves problems, and assists with complex transactions and sensitive member relations problems. Explains policies and procedures to members. 
  • Maintains a high degree of member contact, through inbound and outbound member calls. 
  • Serves as a role model for staff across the organization regarding member service and professionalism. 
  • Exhibits expertise in forecasting, scheduling, and reporting for all incoming mortgage and consumer loan calls. 
  • Proactively supports mortgage and consumer lending with the technical knowledge of the Cisco telephony and IVR systems. 
  • Serves as a system administrator for online, indirect and balloon lending platforms. 
  • Oversight of Net Promotor survey results focused on mortgage and consumer loan applications, providing insights and identify potential improvements and making recommendations. 
  • Reviews mortgage and consumer lending operational workflows; documents findings and provides recommended solutions for improvement. 
  • Works on all consumer and mortgage loans coming into the Member Lending Center team. 
  • Serves as one of the lending experts. 
  • Coordinates efforts with Consumer Lending staff and other departments to research and resolve issues. 
  • Partners with other departments and branches to create a quality member experience. 
  • Maintains accurate reporting, appropriate tracking and measurements of department activities and results. 
  • Executes established operational goals and ensures that corporate-wide objectives are complemented and supported. 
  • Monitors and evaluates work quality, efficiency, and productivity.  Ensures that optimal efficiency is maintained in lending activities. 
  • Completes required reports and records. 
  • Tracks workflow and ensures that deadlines are met. 
  • Consistently acts as a “champion of change” to assist team members in analyzing and understanding the benefits of change and appropriately communicate the benefits. 
  • Coordinates, schedules, and directs Lending Specialists functions. 
  • Ensures that personnel are well trained, effective, and optimally utilized.  Identifies training needs and develops appropriate training programs.  Conducts training sessions and cross-trains as appropriate. 
  • Instills expectations of employee’s roles, provides regular feedback, and appropriately acknowledge employee and team accomplishments. 
  • Provides excellent service by demonstrating courtesy and personal concern for members and co-workers needs and follows-up to ensure those needs are met. 
  • Demonstrates “escalation resolution” skills to effectively address critical member needs and concerns.  
  • Represents the Credit Union in contacts with business and vendor relations. 
  • Ensures the members are informed of Credit Union services, products, and policies. 
  • Stays informed regarding developments and changes in the credit field including best practices. 
  • Assists with promotional activities.  Cross-sells services 
  • Completes special projects as assigned. 
  • Holds member account information in strictest confidential manner. 
  • Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA) and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position. 
  • Adhere to all Federal and State laws and regulations applicable to the credit union, including OFAC. 

 

Requirements 

EDUCATION AND EXPERIENCE 

Associate’s (A.A.) or equivalent from two-year college or technical school, plus a minimum of four years lending experience with direct and indirect consumer loans and mortgages within a financial institution; or equivalent combination of education and experience.  Must have thorough knowledge of all aspects of consumer lending, including auto lending practices common to dealerships Previous supervisory experience preferred.

OTHER SKILLS AND ABILITIES 

Strong leadership, supervisory, and interpersonal skills.  Good organizational, project management, and problem-solving abilities.  Familiarity with loan promotions and marketing practices.  Thorough knowledge of Credit Union loan products and applicable policies and standards, and of Member Representative and Consumer Lending loan operations and procedures.  Ability to exercise judgment and discretion in applying and interpreting credit union policies and procedures.  Understanding of government regulations and legal requirements involving lending, and related functions.  Ability to operate related computer applications and business equipment. 

DIRECT REPORTS 

Lending Advocate, Lending Specialist and Senior Lending Specialist 

PHYSICAL DEMANDS   

While performing the duties of this job, the employee is typically required to sit for long periods.  The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop and reach with hands and arms. The employee will occasionally lift and/or move up to [10] pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  [Limited travel required to visit CU locations as needed.]   

 

Core Competencies 

MEMBER FOCUSED 

Seeks and uses first-hand member information to improve products and services. Acts with the member in mind. Is never satisfied. 

COOPERATION AND TEAMWORK  

Can inspire and motivate entire units or organizations. Blends people into teams when needed and leverages individuals’ strengths. Willing to balance support for organizational initiatives over own department needs. Can be counted on to exceed goals successfully. 

DECISION QUALITY  

Conveys a sense of urgency for arriving at a decision, when appropriate. Has an opinion, takes a stand. Is able to build upon other’s ideas and facts to form a better decision. 

PROBLEM SOLVING  

Seeks opportunities for different and innovative approaches to addressing problems while prioritizing urgent issues. Brings issues to closure. Challenges and supports decisions of direct reports through coaching to the best outcome. 

ACTION ORIENTED 

Overcomes procrastination through execution. Places a top priority on getting results. 

ADAPTABLE 

Embraces and drives change. Assists others through transitioning to a new state. Is self-aware of areas of opportunity and strengths. 

INNOVATION 

Creates an environment that encourages innovative solutions or improvements and fosters experimentation for the benefit of the members. Recognizes and rewards those who take initiative with new approaches and act in a creative manner. Assesses, manages and takes calculated risks to achieve goals. Constantly looks for ways to improve products, processes and infrastructure of the organization to enhance employee and member benefit. Stays abreast of current and future trends both in and outside of industry to forecast and build future business vision including on-going evaluation of future directions and associated risks.  

STRATEGIC AGILITY 

Thinks/plans strategically. Understands the organization’s vision, mission, and goals and can articulate to others. Defines/owns vision/purpose and aligns ideas to inspire others to follow. Looks to the future and adjusts strategic actions and goals based on anticipated future state.  

LEADING COURAGEOUSLY THROUGH VISION AND VALUES 

Makes decisions and acts in ways consistent with our core values; demonstrates the courage to do what is right despite personal risk or discomfort. Challenges others to make tough choices. Communicates a compelling and inspired vision or sense of core purpose and makes the vision sharable by everyone.  

MARKET KNOWLEDGE & COMPETITIVE MINDSET 

Knows the basics of the market and business context. Aware of local and national competitors. Understands the similarities and differences of our business model to other financial institutions. Brings forth ideas to keep our business competitive.  

FISCAL RESPONSIBILITY 

Fosters an environment that encourages fiscal responsibility. Maintains and applies a general understanding of financial management principles to ensure decisions are fiscally sound and responsible. Prepares and manages the budget for area of responsibility. Uses cost-benefit thinking to align priorities. Identifies cost effective approaches. Brings forward any financial concerns to the attention of Senior Management. 

 

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. 

Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.

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