Loan Servicing Leadership Position

1 week ago


San Diego, California, United States BluPeak Credit Union Full time
Job Description:
As a Loan Servicing Lead at BluPeak Credit Union, you will play a crucial role in overseeing the loan servicing tasks of our team. Your primary responsibility will be to ensure timely completion and delivery of team deadlines and commitments. You will assign tasks, monitor progress, and address any issues that arise, as well as handle escalated complaints. In addition, you will handle complex duties within Loan Servicing, including DMV title issues, insurance, mortgage servicing, and payment processing.

About the Role:
This is a leadership position that requires strong interpersonal skills, good phone and email etiquette, and a professional presentation. You must possess a high degree of personal initiative and be able to establish and maintain effective working relationships with a diverse group of people, including vendors, coworkers, staff, and other Credit Union employees. As a representative of BluPeak Credit Union, you will provide superior member service to both internal and external stakeholders.

Responsibilities:
- Member Service: Provide exceptional member service by proactively communicating with internal and external customers, resolving complaints, and tracking issues to ensure the best member experience. Communicate outstanding requests, issues, and complaints to management.
- Quality Control: Perform quality control of daily loan servicing functions ensuring compliance with policies, procedures, and guidelines, and 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 set deadlines. Perform and oversee the servicing functions on employee loans processed timely and accurately, communicating changes and other sensitive information with confidentiality.
- Lead Responsibilities: Model leadership, service excellence, cultural values, and commitments. Align responsibilities with the company's strategic roadmap, purpose, vision, strategic themes, and objectives. Coordinate work for others, provide direction for the loan servicing team, and oversee special projects. Handle escalated calls, provide feedback to management on performance assessment, address complaints, resolve issues, and complete and assist with complex transactions. Oversee and guide Loan Servicing staff, ensuring completion and accuracy through the utilization of various reports and monitoring tools.

Qualifications:
- 5 years of Loan Servicing Experience
- High school diploma or equivalent
- Minimum one year of lead or supervisory experience
- Knowledge of credit union loan products and applicable policies and standards
- Understanding of government regulations and legal requirements involving loan servicing
- Strong interpersonal skills, good phone and email etiquette, professional presentation, and high degree of personal initiative
- Ability to effectively work in a collaborative, inclusive team environment

Estimated Salary Range: $60,000 - $70,000 per year.

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