Consumer Lending Team Lead- Underwriter - Signal Financial Federal Credit Union

Position Description

The consumer lending team lead will provide oversight, leadership, and development to the consumer lending team, ensuring that all loan decisions are made effectively and delivered to members appropriately. They will encourage the team's delivery of exceptional member service and motivate them to reach monthly goals. The consumer lending team lead will oversee and mentor the consumer lending underwriters and specialists in accordance with established laws and regulations in addition to internal credit union policies, procedures, and security safeguards. This position is also responsible for assuring quality control in the activities that occur in the team's daily tasks.

A substantial portion of the workday is spent underwriting loans, answering member inquiries, and ensuring the delivery of outstanding service through leading by example. Another portion of the workday is spent actively coaching in one-on-one sessions, mentoring, and leading staff while acting as the first point of escalation for issues and concerns. The consumer lending team lead helps train staff on products, services, policies, and procedures while coaching to the best communication techniques to ensure our members' complete understanding. This role acts as a partner and backup to the consumer lending manager in their absence and as needs arise.

Position Responsibilities

• Adhere to regulatory compliance requirements and credit union policies and procedures.
• Support the department and credit union in achieving new member, loan, and deposit product acquisition, growth, and retention goals.
• Plan, organize, and oversee the workflow of the underwriters and specialists to maintain effective productivity consistent with department and credit union standards and goals.
• Meet/exceed personal and team lending goals by proactively identifying opportunities utilizing the fundamentals of relationship building.
• Support and work with other business areas to increase effectiveness of consumer loan processes and drive overall success.
• Ensure members are provided quick and accurate information.
• Participate in departmental and organizational project teams regarding product and service development, policy, and procedure changes.
• Maintain a professional manner to build member and employee confidence and trust.
• Provide training and guidance to ensure the team follows all standard operating procedures, fair lending practices, and federal and state regulations
• Monitor quality assurance and timeliness of workflow through the following:
  • Perform staff audits to determine if inconsistencies exist
  • Analyze and monitor team workflow
  • Implement procedures/guidelines for uniformity and quality standards
• Promote the credit union and membership growth through community activities and engagement.
• Monitor and provide feedback on the achievement of performance goals, productivity, efficiency, and quality of work product of the team.
• Suggest changes to policy and procedures to increase efficiencies.
• Maintain service level agreements for all assigned channels
• Establish customer service delivery standards and monitor service levels against such standards on a regular basis
• Perform other related duties as assigned

Position Requirements

• High School Diploma or GED required. College degree preferred
• A minimum of three years of consumer lending operations experience required
• May be required to work periodic Saturdays to provide coverage while branches are open
• Must demonstrate a thorough knowledge of SFFCU guidelines as well as credit union lending policies, procedures, and regulations
• Must possess a thorough understanding of the requirements and features of the consumer loan programs offered by SFFCU
• Excellent oral and written communication skills required
• Strong loan math calculation skills including the use of automated spreadsheet development and basic analytics required
• Solid time management skills and the ability to organize prioritize and perform multiple tasks simultaneously
• Ability to communicate clearly and effectively, both verbally and in writing, across a variety of audiences
• Proficiency with Microsoft office suite including Outlook, Word, and Excel
• Ability to learn and work in a fast-paced work environment