Job Abstract

Rize Credit Union is seeking an experienced and motivated Manager of Consumer Loan Processing and Servicing to lead our Loan Services Department. The ideal candidate will have a robust background in consumer loan administration and a dedication to providing exceptional member service. This role is critical in ensuring our loan processing and servicing operations are efficient, compliant, and member-centric.

A hybrid remote work arrangement is available for this position.

Department Oversight and Leadership

• Lead, mentor, and motivate a team of loan servicing professionals, fostering a culture of excellence, teamwork, and member-centric service.
• Manage and optimize consumer loan administration, DMV processing, and loan funding processes, ensuring accuracy, efficiency, and compliance with regulations.
• Oversee the processing and funding of all Consumer Loans, including Visa, Personal Line of Credit, Recreational, and Auto loans.
• Monitor and adjust rates related to Visa portfolio.
• Resolve complex member inquiries, complaints, and escalations related to loan servicing.
• Manage the auto leasing program post-funding processes, including turn-ins, early terminations, end-of-lease procedures, total loss, extensions, payoffs, address changes, sales tax updates, and billing.
• Develop and implement key performance indicators (KPIs) to measure department performance and report regularly to senior management.
• Identify opportunities for process improvements to enhance efficiency and member experience.
• Oversee loan-related insurance products (GAP, MBP, DP, CPI) by producing monthly sales reports, conducting training, and providing member and team support.
• Supervise post-funding activities on indirect products, including loan servicing, GAP refunds, sales tax review, and GL balancing.
• Prepare and present regular reports on department activities and performance to senior management and the board of directors.

Project Management:

• Participate in the Credit Union’s corporate goal-setting process and implementation of strategies to achieve them.
• Assist in implementing new loan products and services.
• Manage strategic projects in alignment with the Credit Union’s strategic plans.
• Collaborate with cross-functional teams to identify and implement process improvements, automation, and technology solutions.

Compliance and Risk Management:

• Stay up-to-date with industry regulations and ensure departmental compliance with all legal and regulatory requirements.
• Develop, manage, and recommend revisions to current policies and procedures.
• Work closely with the Loss Prevention Department on delinquent loans, repossessed vehicle titles, and collateral management.
• Review bi-weekly File Maintenance reports to ensure accurate and authorized loan account changes.
• Ensure timely and accurate loan adjustments to minimize financial loss and member impact.
• Oversee daily audits on funded loans, ensuring policy and procedure adherence, and assist with internal and external audits.
• Comply with all Credit Union policies and procedures, including Bank Secrecy Act regulations.
• Monitor UCC filings and maintenance for lending products.

Third Party Relationships:

• Build strong relationships with vendors and maintain open communication with third parties to ensure timely, accurate, and cost-effective loan processing support.
• Monitor and review title tracking services, Collateral Protection Insurance, and other third-party reports to ensure proper insurance coverage and protection for the Credit Union.

• 5 years of experience in consumer loan servicing, with at least 2 years in a managerial or supervisory role.; or equivalent combination of education and experience.
• Strong knowledge of lending regulations and compliance requirements.
• Proven project management and process improvement experience.

• Bachelor's degree

• Demonstrated passion for delivering superior member experiences and resolving issues promptly and efficiently.
• Exceptional verbal and written communication skills, with a friendly and professional demeanor.
• Exceptional problem-solving and decision-making abilities.

• Strong working knowledge of Microsoft 365 products (Outlook, Teams, Word, Excel).
• Proficient in using PCs, smartphones, and mobile apps.
• Experience developing and analyzing reports utilizing data warehouse systems is preferred.

• Must possess strong supervisory and management skills. Must be capable of uniformly directing the activities of subordinates, handling a large volume of detail, and instructing others.
• Must be detail oriented, can multi-task and provide exceptional customer service.
• Exceptional problem-solving, analytical abilities and organizational skills.

• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be capable of climbing/descending stairs in an emergency.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day.
• Must be able to work extended hours whenever required or requested by management.
• Must be able to talk and hear.