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Loan Servicing Supervisor

2 months ago

Del Mar, California, United States BluPeak Credit Union Full time
Loan Servicing Supervisor

Location:
US-CA-San Diego

Job ID:

Type:
Regular Full-Time

# of Openings: 1

Category:
Loan Services

Overview
The Loan Servicing Supervisor plays a crucial role in upholding the Credit Union's Purpose, Vision, and Values.

This position is responsible for overseeing the loan servicing operations of the team, ensuring that all tasks are completed in a timely manner and that team commitments are met.

The supervisor will delegate responsibilities, track progress, and address any challenges that arise, including escalated member concerns.

Additionally, this role will manage complex functions within Loan Servicing, including DMV title resolutions, insurance matters, mortgage servicing, and payment processing.

The supervisor will be tasked with developing processes and documentation, contributing to the enhancement of procedures for maximum efficiency and effectiveness.

In the absence of the Loan Servicing Manager, this individual will assume leadership responsibilities to manage daily operations effectively.

Leading by example, the supervisor will foster a culture of excellence, contributing to the Credit Union's success and growth.


Responsibilities
Member Service

Deliver exceptional member service by proactively engaging with both internal and external customers, resolving complaints, and tracking issues to ensure a superior member experience.

Accountable for ensuring team members maintain service excellence and achieve individual, team, and organizational objectives that align with Loan Servicing goals.

Conduct testing of core system updates and releases, providing necessary system overrides for the Loan Servicing department.

Work closely with Marketing and Compliance departments on required statement updates, communicating changes to third-party vendors, and ensuring quality control prior to statement approval.

Research and implement process improvement initiatives, updates, and create loan servicing policies and procedures to enhance departmental efficiency.

Manage workflow effectively to meet deadlines, prioritize tasks, and organize workloads to optimize departmental time management.


Quality Control

Conduct quality control of daily loan servicing functions to ensure compliance with policies, procedures, and guidelines, addressing any issues promptly.

Prepare monthly and weekly loan servicing updates for key performance indicators (KPI) and key risk indicators (KRI), providing them to management by established deadlines.

Oversee the servicing functions on employee loans, ensuring timely and accurate processing.


Lead Responsibilities

Model leadership, service excellence, and cultural values.

Coordinate work for team members and provide direction for the loan servicing team under the guidance of the Loan Servicing Manager.

Act as the Subject Matter Expert (SME) for special projects.

Handle escalated calls, providing feedback to management on performance assessments, addressing complaints, and resolving issues.

Guide Loan Servicing staff, ensuring completion and accuracy of tasks.

Supervise Mortgage Servicing functions to ensure accuracy and compliance.

Direct DMV Servicing functions, ensuring accuracy and compliance.

Oversee Insurance Servicing functions, ensuring accuracy and compliance.

Manage Payment Processing functions, ensuring accuracy and compliance.

Facilitate training for new employees and cross-training for current staff members.

Review Loan Servicing reports for quality control and coordinate internal and/or external audits.


Compliance

Ensure servicing standards and practices comply with all Federal Regulation Guidelines.

Adhere to company policies and procedures, completing annual compliance training.

Comply with all Anti-Money Laundering laws and related policies.

Perform other duties as assigned.


SUPERVISORY RESPONSIBILITIES
Supervisory responsibilities in the absence of management only.

Qualifications
EDUCATION and/or EXPERIENCE
High school diploma or equivalent. A minimum of 5 years of Loan Servicing experience is required. Must possess a working knowledge of all consumer and real estate loan products, policies, procedures, services, and delivery methods. At least 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 email 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

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