Assistant Manager, Consumer Loan Servicing

We’re always looking for diverse, talented, service-oriented people to join our exceptional team.

Pay Range: $96,110.00 - $

Scheduled Weekly

Hours:

40

• Promotes and maintains a positive work atmosphere and communicates with Members, team members, management, and vendors in a manner consistent with the credit union’s professional standards.
• Identify and lead continuous improvement of processes in loan servicing, title administration and credit reporting & disputes to provide greater efficiencies.
• Serves as primary point of escalation for Members and team members by providing technical support and problem resolution on complex servicing issues. Researches and resolves Member complaints, including those arising from the Voice of the Member, CFPB, and other areas. Also leads changes to systems and procedures when necessary to prevent future complaints.
• Accountable for the overall quality of Members’ service experience and continued process enhancements to improve service quality levels.
• Assists with managing the DMV functions to ensure that loans secured with collateral have perfected titles within a timely manner.
• Responsible for ensuring all department desktop procedures are up-to-date and accurately reflect current processes. Reviews department standard operating procedures (SOPs) on a regular basis to ensure accuracy and both recommends and assists with updates as needed.
• Provides daily oversight of information and reports pertaining to all areas of loan servicing including but not limited to, analyzing data, internal system research, and looking for trends affecting service with the goal of recommending solutions.
• Responsible for oversight and/or approval of various department functions, including (but not limited to) benefits under the Service member Civil Relief Act (SCRA), Letters of Guarantee, Substitution of Collateral, and short loan payoffs. Follows the assigned level of department approval limits.
• Works with our Credit Reporting Agency (CRA) partners to ensure the highest quality in data reporting for our consumer loan portfolio. Also oversees and supports the credit dispute functions related to credit reporting.
• Monitors performance of third party vendors to ensure high levels of Member service.
• Oversees the testing, validation and training of process changes. Participates in core processing update and/or business continuity testing as needed.

• Supervises team members directly, including selection, training, performance appraisal and work allocation. Responsible for scheduling staff.
• Helps establish, communicate and achieve the credit union’s goals and standards, ensuring these are fully communicated to and understood by all department staff.
• Identifies areas to streamline department and credit union operations.
• Complies with all government regulatory policies, internal policies and procedures, audit standards, remains current on and informed of Standard Operating Procedures (SOP) and apprises staff.
• May act in the capacity of the Manager in his or her absence.
• Performs other duties as assigned.
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions.

• High School Diploma or GED required
• Bachelor's Degree or equivalent years of experience preferred
• 3-5 years of previous related experience required
• 1-3 years previous supervisory experience preferred

• Advanced computer related and typing skills
• Excellent verbal and written communication skills along with active listening
• Ability to multi-task, prioritize, and manage time effectively
• Previous Symitar system and/or loan servicing experience preferred

Schools First FCU is committed to Diverse, Equitable, and Inclusive Hiring.

At Schools First FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you’re excited about a position or wanting to make a career change but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.

Schools First Federal Credit Union is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. Schools First FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information.

This organization participates in E-Verify.