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Loan Servicing Lead
3 months ago
Loan Servicing Lead Location: US-CA-San Diego Job ID: 2024-1700 Type: Regular Full-Time # of Openings: 1 Category: Loan Services Overview The Loan Servicing Lead supports the Credit Union’s Purpose, Vision and Values We Embrace. This role will oversee the team’s loan servicing tasks and will ensure timely completion & delivery of team deadlines and commitments. Will assign tasks, monitor progress, and address all issues that arise along with escalated complaints. Additionally, will handle complex duties within Loan Servicing including tasks such as DMV title issues, insurance, mortgage servicing and payment processing. Responsible for the process development and documentation, contributing to the refinement of procedures for optimal efficiency and effectiveness. In the absence of the Loan Servicing Manager, will act in a leadership capacity to effectively manage day to day operations. Must lead by example and promote a culture of excellence to contribute to the success and growth of the Credit Union. Responsibilities Member Service Provides exceptional member service by proactively communicating with internal and external customers, resolving complaints, and tracking issues to ensure the best member experience. Responsible for team members continuity of service excellence and achievement of individual, team and organizational business goals that supports Loan Servicing goals. Responsible for conducting testing of core system updates and releases, providing necessary system overrides for the Loan Servicing department. Collaborates closely with Marketing and Compliance departments on required statement updates, communicating changes to third-party vendors, and ensuring quality control prior to statement approval. Responsible for researching and implementing process streamlining initiatives, updates, and creating loan servicing policies and procedures to enhance departmental efficiency. Responsible for managing workflow to effectively meet deadlines, setting priorities and organizing workloads to optimize departmental time management. Quality Control Performs quality control of daily loan servicing functions ensuring compliance with policies, procedures, and guidelines and addressing any issues promptly. Responsible for preparing monthly and weekly loan servicing updates for key performance indicators (KPI) and key risk indicators (KRI), providing them to management by set deadlines. Performs and oversees the servicing functions on employee loans processed timely and accurately. Lead Responsibilities Responsible for modeling leadership, service excellence, cultural values and commitments. Coordinates work for others and provides direction for the loan servicing team with oversight from Loan Servicing Manager. Acts as the Subject Matter Expert (SME) for special projects. Handles escalated calls, providing feedback to management on performance assessment, addressing complaints, and resolving issues. Oversees and guides Loan Servicing staff, ensuring completion and accuracy. Supervises Mortgage Servicing functions ensuring accuracy and compliance. Directs DMV Servicing functions ensuring accuracy and compliance. Oversees Insurance Servicing functions ensuring accuracy and compliance. Manages Payment Processing functions ensuring accuracy and compliance. Responsible for facilitating training for new employees and cross-training for current staff members. Other servicing duties include reviewing Loan Servicing reports for quality control and coordinating internal and/or external audits. Compliance Ensure servicing standards and practices are in compliance with all Federal Regulation Guidelines. Adhere to company policy and procedure, complete annual compliance training. Comply with all Anti Money Laundering laws and related policies. Other duties as assigned. SUPERVISORY RESPONSIBILITIES Supervisory responsibilities in the absence of management only. Qualifications EDUCATION and/or EXPERIENCE High school diploma or equivalent. 5 years of Loan Servicing Experience is required. Must have working knowledge of all consumer and real estate loan products, policies, procedures, services, and delivery methods. Minimum one year of lead or supervisory experience is required. OTHER QUALIFICATIONS To perform this job, the employee must possess strong interpersonal skills, good phone and e-mail etiquette, and a high degree of personal initiative. TECHNOLOGY PROFICIENCY To perform this job, the employee must possess applicable technology skills and demonstrated expertise in Microsoft Office applications. BluPeak Credit Union is an Equal Opportunity/Affirmative Action employer. Compensation details: 28-32 Hourly Wage #J-18808-Ljbffr
