The Consumer Lending Operations Assistant Manager position assists the Consumer Lending Operations Manager in motivating their team to acquire, expand, and retain member relationships and leading staff to maximize the service/sales encounter. This position is a management development position. They assume responsibility for the operation of the Lending Center in the Operations Manager’s absence. This person is responsible for observing and coaching Lending Specialists in appropriate sales and service behaviors. The Consumer Lending Operations Assistant Manager leads through example as they are a working supervisor who has contact with members.
This role is responsible for coaching and developing staff through effective leadership and sound practices guided by the UWCU Performance Management Philosophy.
Must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of the Organization in a positive manner.
Achievement in Balanced Scorecard Results - 50%
a) Responsible for meeting specific department goals for coaching, sales and member satisfaction.
b) See current year scorecard addendum.
Leadership Expectations - 25%
a) Work closely with HROD and senior management to select and retain highly engaged employees.
b) Interpret and communicate overall organizational purpose, critical measures, strategies and progress as it relates to the department and individual team member goals and success. Cascade information.
c) Provide open and transparent communication with team members and departments across the organization.
d) Responsible for developing a staff of highly engaged employees as measured by the annual employee engagement surveys.
e) Provide broad based recognition by recognizing positive behaviors, achievements, and results exhibited by team members and all staff at all levels across the organization in a consistent and professional manner.
f) Review and communicate performance standards and expectations of team members as often as necessary to ensure accountability and effective execution.
g) Actively role model behaviors necessary to achieve goals.
h) Possess a commitment to the excellence of others through actions that support the growth and development that optimizes the talent of individual team members.
i) Provide timely, ongoing and consistent direction, performance coaching and honest feedback through dialogs, mid- year snapshots, year-end appraisals and informal in-the-moment coaching.
j) Maintain accurate, timely and transparent information regarding employee performance. Examples include, attendance (updating time and attendance information as required), dialogs, performance journals, and documented disciplinary actions and action plans as necessary.
k) Utilize progressive discipline practices to address sub-standard performance in a timely manner. Carry out progressive discipline and documentation with dignity and respect.
l) Invite and accept feedback from others and provide upward feedback.
m) Responsible for own continual individual self-development and improvement of UWCU’s Leadership Success Criteria.
Manage Consumer Loan Operations and Quality - 25%
a) Reviews and approves loans outside the authority of the Lending Specialists.
b) Create and maintain the schedule to ensure proper and adequate coverage. Serve as a backup to the Lending Specialists as needed.
c) Ensure that all scheduled audits are carried out in an efficient, timely, consistent, and accurate fashion.
d) Ensure Lending Specialists properly resolve and document credit bureau report alerts (Red Flags) to comply with UW Credit Union’s Identity Theft Prevention Program.
e) Ensure that employees apply appropriate skills in controlling loan and fraud losses.
f) Ensure proper maintenance, repairs and other facilities needs with assistance of the facility manager and their staff.
g) Resolve member and fellow employee complaints involving errors on loans and renegotiate appropriately.
h) Monitor volume, phone calls and staffing model to achieve and maintain service level standards.
i) Assist in maintaining relationships with Branch Operations, Consumer Loan Processing and Fulfillment, the Contact Center and Consumer Lending Sales and Support to ensure a cohesive team approach.
j) Evaluate Scorecard results to establish “norms” of behavior and results for non-sales/production data.
k) Create reports for exceptions and periodically review underwriting decisions for all Lending Specialists.
l) Run Delinquency Reports and review with Lending Specialists to identify underwriting trends or blind spots.
m) Responsible for any additional duties and or responsibilities as assigned by senior management.
-2 to 3 years experience Consumer Loan Processing Experience required
-Bachelors in Business Administration, Finance, Marketing or a related field required
-3 years of experience in consumer lending underwriting required.
-Bilingual - Fluent in Spanish and English referred
-Demonstrated leadership skills to motivate and develop staff.
-Experience in utilizing business analytics to determine membership needs and sales
-Expert knowledge of financial products and services with emphasis on Indirect Lending
products and services.
-Ability to work independently and manage multiple projects and competing priorities.
-Project management skills, demonstrated ability to analyze systems, problem solve,
make and implement recommendations for improving efficiency.
-Strong technical skills in the use of personal computers and various applications, i.e.
Word, Excel, PowerPoint and Outlook