- Position Summary: The Loan Operations Support Supervisor will take “ownership” for the daily operation, and management of a Loan Operations Consumer “Support” Team; by providing coaching, knowledge, leadership, and training. Responsibilities will include performing functions pertaining to lending support, maintaining credit union policies, procedures, and regulations to sustain effective departmental operations while minimizing risk to the organization. This includes document requests, lien perfection, loan file retention, maintaining proper storage guidelines, organizational development, quality control review, and resolving payment posting problems.
- Essential Duties and Responsibilities:
- Create engaged employees through development and positive coaching within the Loan Operations Team. Drives engagement through action planning designed to challenge and inspire the team. Proactively identifying employee talents and providing coaching, mentoring, performance reviews, and stretch goals for advancement. Prepares employee scheduling and effectively utilizes overtime, extended hours, vacation, and other options to ensure the best use of staff resources while maintaining sufficient coverage.
- Supports team members, assists with daily questions, and coordination of the following team activities: processing title releases on paid-off loans, conducting title research (electronic and paper), and Electronic Lien and Title (ELT) reviews, processing payoffs and insurance settlements, and submitting vehicle loan lien status data to management.
- Ability to actively provide general support in collateral perfection, loan support, and review of loan documents for quality control as needed.
- Receives DMV packets from the loan department, review for accuracy, and complete fee submissions and GL balancing in a timely manner.
- Develop and maintain an ongoing and effective relationship with DMV, vendors, members, dealers, and regulatory agencies to obtain titles, and solve problems timely.
- Maintain knowledge of current DMV laws and regulations as they relate to vehicle title and interpret titling regulations in each state for which vehicles are processed.
- Assist members, employees, and clients by answering questions related to accounts, procedure, and services.
- Secures liens on collateral for various loan types in accordance with state/agency guidelines. Processes DMV paperwork and assists members in completing paperwork accurately.
- Communicates with dealers, lease companies, and various third parties to perfect titles. Processes requests (e.g., add-ons, refunds, filing claims) related to collateral protection insurance (CPI), credit life and disability insurance, debt protection, guaranteed asset protection (GAP), and extended vehicle warranty programs.
- Review exception reports and perform loan research to identify errors or issues impacting member accounts. Posts loan adjustments to correct or modify loan files (e.g., payment or fee reversals, interest refunds, due date changes).
- Prepares and researches core critical change reports for compliance audits. Report’s findings to designated management team members.
- Facilitates individual and departmental meetings to communicate policies and procedures, develop team motivation, and enhance employee communication.
- Other duties/tasks as assigned within the department,
- Ensures accurate and timely responses are prepared and submitted addressing inquiries from management, internal employees, and members.
- Review’s quality of all work completed by the Loan Operations Team, including direct, indirect, consumer secured and unsecured loans.
- Acts as subject matter expert for collateral management, auto and boat titling, in conjunction with consumer loan servicing.
- Tracks key departmental metrics by KPI’s and SLAs to ensure workloads are in balance; thereby, delivering an exceptional experience.
- Selects the right talent for today and tomorrow. Defines the right outcomes for success and develops the talent portfolio of the Loan Operations Team to ensure strategic competitiveness.
- Monitors digital imaging operations ensuring quality of optical database.
- Provides support on mergers, upgrades, and special initiatives in cooperation with Manager and Project Management to find solutions to gain efficiencies on internal processes.
- Keeps abreast of compliance regulations within the Consumer Loan Servicing area and plans for special projects to sustain growth within the department.
- Participates in inter-departmental meetings to support the organization’s business continuity.
- Stays abreast of changes within the credit union relating to services and procedures.
- Actively participates in community relations activities and groups to represent the credit union.
- Minimum Qualifications:
Education
Experience
Associates degree or related job experience is required.
Prior supervisory experience is required with five to seven years of related work experience in consumer loans, indirect loans, loan servicing, or similar related field. Prior credit union experience a plus.
Knowledge, Skills, And Abilities
- Working knowledge of relevant software is a plus including Fiserv- DNA, Nautilus, Workday, Dealertrack, Meridian Link – LPQ, and Microsoft Office.
- Passion for accuracy. Substantial ability to prioritize tasks and solve complex problems.
- Ability to handle and maintain confidential information in a sensitive manner.
- Strong interpersonal communication skills, strategic and critical thinking abilities.
- Ability to handle and maintain confidential information in a sensitive manner.
- Skilled in building collaborative and productive relationships across departments.
- Demonstrates effective time management with the ability to prioritize tasks.
- Ability to analyze and calculate figures and amounts on complex loan transactions. Experience with large data sets through collection and research. Uses intuition and experience to complement data.
- Knowledge of principle and processes for providing customer service including customer needs and assessments, meeting quality standards for services and evaluation of customer satisfaction.
Physical Demands And Work Environment
(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
- While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit. An employee must frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds to perform essential position functions.
- Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.
- Must have a valid Drivers License.
- This position may require travel up to 10% of the time in local and regional areas based on business needs.
Disclaimer
The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
While performing the essential duties of this position, an employee must be able to routinely perform work on a computer for an average of 8 hours per day, or more if necessary. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate. This position may require travel based on business needs.
Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.
Arrangement Hybrid Production: On average 1-2 days per month, depending on business need.