$1000 Signing Bonus effective 1/20/2023 Note:All full-time positions include the option of $0 out-of-pocket premium cost for Employee Only PPO AND exceptionally low premiums for all other PPO coverage levels Hours: Monday - Friday rotating 8:00am - 4:30pm THIS IS AN ON-SITE ROLE AT TOWER WITH A HYBRID SCHEDULE SUMMARY OF POSITION:
The Supervisor, Consumer Lending Sales and Support is responsible for leading the daily coordination of the Consumer Lending Sales and Support team to provide effective consumer lending services for each delivery system in compliance with state and federal regulations and Tower Federal Credit Union (TFCU) policies and procedures. This position is responsible for leading and providing operational, technical, and sales support for consumer loan products and services for loans originated via different channels. Lead and organize the team that will respond to member inquiries from branches, the member contact center and online in a timely, professional manner that represents TFCU's brand and service commitment.This position requires advanced human relations skills and a broad scope of consumer loan knowledge related to products, services, sales, regulations and the overall functions and procedures of the operational departments within TFCU.
Principal Accountabilities AND FUNCTIONS: Leads, coordinates and oversees the daily work of the staff to support the operations of the Consumer Lending Sales and Support unit to provide effective member service. Acts as the Manager, Consumer Lending Sales and Support when necessary. Schedules team across rotating shifts to ensure adequate coverage to support the efficient operations of the CL Sales and Support team and other business units, to include coverage for extended hours. Supports the timely and effective service of members using TFCU's CL Sales and Support services, web site applications, including operational and technical support. Handles intricate questions, reconstructs accounts, researches problems, and communicates solutions to members/employees in conjunction with Tower's CL Sales and Support services. Services, tests and maintains CL Sales and Support applications to ensure accuracy, security and appropriate resolution of member and operational problems through research and communications with third parties. Assists Manager, CL Sales and Support in reviewing quarterly mobile release notes for MeridianLink Loans PQ and making any necessary changes to system and procedures based on updates, and communicating changes to end users. Oversees day to day operations of Tower's outbound sales initiatives for promotions, the online auto buying service, the vehicle trade service, and third party products and services, ensuring that all follow-up is completed in a timely manner. Prepares relevant recurring production and analytic reports. Coaches the team when interviewing members to determine their needs in order to evaluate and review loan applications in compliance with Tower FCU lending policy, procedures and government regulations. Provides guidance to the team as to the referral of appropriate loan products and assists with completion of forms, using this as a tool to identify any additional cross-selling opportunities. Ensures quality control and accuracy within CL Sales and Support in compliance with all applicable policies and procedures and Federal and State regulations. Interprets policy and procedure manuals, regulations, legal documents and reports to answer routine questions from members and employees. Completes all required credit union compliance and product knowledge training. Acts as liaison between members, Information Systems, TFCU's website provider, and any other third party vendor/provider dealing with TFCU's CL Sales and Support Services to provide members with timely and effective service. Ensures the physical security of Consumer Lending Sales and Support space including securing confidential records. Performs administrative duties for Consumer Lending Sales and Support systems to include report generation, maintenance of security requirements and procedures. Instructs, trains and mentors new Consumer Lending Support Specialists, Consumer Lending Products Coordinators, Consumer Lending Sales Executives and Indirect Lending Account Executives in their daily duties and responsibilities. Monitors individual team member service levels against the performance level standards set forth by Management and makes recommendations for coaching and corrective action as necessary to the Manager, CL Sales and Support.Provides instruction and coaching in one-on-one or group situations with employees to assist in development. Creates, updates and maintains written procedures for the team workflow within the Consumer Lending Department, and provides necessary training, coaching and procedural reviews for the team. Participates in team meetings to promote team morale, inclusion, and cooperation to foster consistent communication within the team and grow a sales team that is focused on service excellence. Performs related duties when assigned. REQUIRED QUALIFICATIONS: Possession of B.A. or B.S. degree in business administration or an equivalent field. Five to 10 years of progressively responsible experience in consumer lending operations that successfully demonstrates analytical decision making capabilities. One to three years supervisory or management experience in a consumer lending function. Experience analyzing, implementing and troubleshooting website financial applications preferred. Four years of progressive consumer lending experience Demonstrated thorough knowledge of State and Federal laws pertaining to the banking industry, and specifically consumer lending. Demonstrated proficiency working with Word, Excel, Outlook, internet, e-mail and consumer loan origination software platforms. Or, an equivalent combination of education and experience. COMPETENCIES:Ability to demonstrate analytical decision making ability with attention to detail. Ability to reconcile and balance transaction records. Ability to write, read, analyze and interpret consumer loan procedure manuals (operational or technical). Ability to write routine reports, business correspondence and internal communications. Ability to exchange information in one-on-one situations with employees and management. Ability to provide explanation or instruction and effectively respond to questions in one-on-one situations either in person or over the telephone. Ability to prioritize diverse job assignments and meet established deadlines. Ability to complete tasks with a high degree of accuracy and attention to detail. Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to respond to sensitive inquiries and complaints in a timely, effective manner. Ability to maintain sensitive and confidential information. Ability to work in a team environment and demonstrate the ability to help others. Ability to provide and receive constructive feedback related to members and employees. Ability to work independently and to identify/solve problems and to seek guidance when necessary and to resolve them in an expeditious manner. Ability to determine needs and sell solutions to others who have demonstrated a need. Ability to facilitate group discussion and gain consensus in group settings. Ability to effectively represent the credit union to members and third-party strategic partners. Ability to arrive at work routinely and promptly. Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC. WORKING CONDITIONS:Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment. Ability to lift up to 20 lbs. with or without assistance. Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate Perform primarily sedentary work with limited physical exertion. TFO Clearance required.
