Manager of Loan Servicing and Support

US-MI-Parchment
Job ID
2017-1338
Category
Support/Funtional Management

Roles

What you should know about Advia

Advia is a fast-growing Credit Union that is positioned in the top 3% of credit unions across the United States with over 1 billion in assets.  We offer very similar product and services as the big banks with a focus on saving our members money while providing financial advantages.  We are rooted in our communities and believe we have a responsibility to give back outside of our four branch walls through volunteering and charitable donations.  The work environment at Advia is fast-paced, performance based and fun infused.  We certainly live by the saying “work hard, play hard.”  As an employee of Advia, you can expect regular and constructive feedback, development opportunities, great benefits, excellent co-workers and engaged managers.

 

What you should know about the role

This position is responsible for the vision, leadership and management of the Loan Servicing and Support team that supports consumer and mortgage servicing operations, including payment/payoff processing, direct/indirect loan titling, claims processing and procedural related inquiries pre and post loan for both Consumer and Mortgage loans. This position will assist in the development and strategic direction in a rapidly changing organization.  Works closely with manager to obtain maximum department productivity and effectiveness. Implements process improvement changes to improve efficiency of departmental operations to accommodate all servicing and support needs and requirements of established consumer loan products. Ensures that internal and external members receive efficient, courteous and quality service.

 

As a  Manager of Loan Servicing and Support, you will have opportunities to:

  • Coach and drive progress with a very knowledgeable team.
  • Get creative to find extraordinary ways to support internal and external members.
  • Be mentally simulated and provided with the opportunity to use problem solving skills.

Major Duties

  • Leads the Consumer Loan Servicing function by communicating, coordinating, coaching and reviewing direct reports to ensure efficient operations, appropriate controls and appropriate levels of productivity and effectiveness. 
  • Manage direct reports to maximize productivity, efficiency, and the potential of the human assets of the company, including: hiring, directing job assignments, monitoring staff performance, coaching, counseling, training, assuring compliance with the credit union mission, values, policies and work rules.
  • Effectively coaches and develops employees to drive efficiency and provide outstanding member service.
  • Directs the functions involving CPI, GAP and Debt Protection to ensure proper payments, adjustments and refunds. 
  • Leads the record retention strategy for Consumer and Mortgage loans.
  • Initiates projects and manages implementation that result in a reduction in expense and /or improved service and support.
  • Provides support on financial institution/systems conversions and acquisitions to lessen impact on acquired members
  • Other duties as assigned.

 

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

 

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

 

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

 

Acknowledgement

Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time. Advia Credit Union is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills & Experience

Experience

Experience in consumer loan servicing, support and operations. Experience in working with loan servicing data processing and loan ticketing systems.

 

Education/Certifications/Licenses

A four-year college degree

 

Interpersonal Skills

Excellent written and verbal communications skills even under stressful deadlines.

 

Other Skills

Computer skills including a working knowledge of Microsoft Word, Windows, PowerPoint and Excel.

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