Schedule: Monday-Friday 8:00-5:00 (40 hours)

Summary/Objective:

Under the direction of the Loan Services Manager, the Assistant Manager will oversee the daily operations of the department and supports the strategic direction of the Loan Services Department. The Assistant Manager will directly supervise the work of the Loan Services Team Leaders and their respective teams. They will directly manage all loan services processes, including, but not limited to, SCRA, Solar loan servicing, Visa servicing, the title tracking program, CPI program, Credit Reporting Dispute processing and Credit Bureau reporting, considering regulatory requirements and timelines, efficiently managing volume, and continually seeking to optimize processes. The Loan Services Assistant Manager is responsible for cultivating a positive, productive work environment, which includes ensuring the development, training, and coaching of all team leaders and team members, and the meeting of all Service Excellence standards and Key Performance measurements. The Assistant Manager is an expert on industry knowledge, consumer loan and Visa products, SCRA regulations, credit disputes regulations and credit reporting guidelines for the Loan Services department.

Alongside the Manager, the Assistant Manager will provide knowledge and insight on Loan Servicing processes to develop ongoing department strategies that best meets members and DCU needs. The Assistant Manager will stay abreast of industry knowledge and best practices, recommend product enhancements related to loan services and initiatives to implement approved recommendations. They will lead projects as requested and may act as department representative in cross departmental initiatives. They will ensure all systems and upgrades are current and vetted as well as analyze work processes and make recommendations to improve efficiencies.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Directly manages the daily functions of the Loan Services Department to ensure that the needs of DCU members and employees are met and key performance standards are maintained
• Oversees the successful processing of services requests and emails, including all Loan Services tasks.
• Recommends enhancements and self-service options for efficiency and that will improve the member experience.
• Stays abreast of changes to regulations and ensures the relevant policies and procedures are updated and communicated to appropriate staff members
• Develops relationships with core vendors including Pega, DealerTrack, State National, Allied, First Corporate Solutions, e-Oscar, Cathedral, and related vendors to keep abreast of enhancements and changes within the industry.
• Works with the manager to develop strategic and tactical plans for department related projects and initiatives
• Liaison for the audit, compliance and enterprise risk areas for relevant assessments performed and actively involved in resolving findings to ensure future compliance. This will include Key Risk Indicator reporting, all audits related to loan servicing, Enterprise risk assessments, risk control assessments, and ensure that self-testing is performed
• Communicates effectively and regularly with all team members, though various methods, on DCU and department related initiatives, to ensure employees are engaged and feel part of a team dynamic.
• Oversees the tracking of member complaints in accordance with the Member Complaint Guidelines. Works with Team Leaders to provide timely resolutions to member complaints that have escalated to the highest level within the department. Reviews and approves recommendations made to management designed to reduce the volume of complaints.
• Coaches, develops, and motivates and supervises Team Leaders, sets performance goals and provides timely feedback through Call Monitoring, one on one meetings, team meetings, department meetings and employee performance evaluations.
• Oversee and/or assist in the management of projects, upgrades and enhancements relating to Core/Host, and related systems.
• Oversees the creation and maintenance of written procedures for accuracy annually or when changes are made. Ensures all Loan Services information in Knowledge Base remains concise and accurate.
• Ensures exceptional service provided by the Loan Services team members to members and internal customers
• Conduct interviews and participate in the hiring of new Loan Services Team Members and Team Leaders.
• Provides documents to management regarding performance measures and project updates, including writing and delivering reviews, annual employee evaluations and any necessary verbal and written warnings. Recognizes performance and provides constructive feedback as necessary for the growth and development of Team Leaders and team members. Perform other duties as assigned
• Actively contributes to DCU’s Success Sharing initiatives and practices DCU’s principles of People Come First; Do the Right Thing; Make a Difference
• Maintains a high level of professionalism and respect during interactions with both members, direct reports, team members and colleagues alike
• Maintains a working knowledge of and adheres to DCU policies and procedures related to the position as well as all applicable regulations
• Performs work functions with attention to detail, within established timeframes and follows through as needed to complete tasks
• Meets or exceeds performance goals, including but not limited to, service level achievement, timeliness of tasks, quality of work, service quality and others as assigned
• Perform all other job-related duties as assigned by Management Team

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Competencies:

• Coaching
• Guiding and developing staff
• Follow-up
• Influence
• Managing Work
• Applied Learning
• Building Trust
• Decision Making/Problem Solving
• Initiative
• Stress Tolerance
• Innovation
• Ability to handle multiple priorities and projects
• Conflict Management
• Advanced Written and Verbal communication skills
• Technical/Professional Knowledge and Skills
• Facilitating Change
• Ethical Conduct
• Collaboration
• Continuous Learning and Professional Development

Education and Experience Requirements:

• Minimum of two years related work experience; financial institution required
• Prior supervisory experience required
• Excellent PC skills required to include MS Word and Excel
• Prior customer service experience

Additional Eligibility Requirements:

• Excellent verbal and written communication skills
• Ability to effectively handle multiple priorities

Supervisory Responsibility:

Supervision of Team Leaders and all Team Members

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools, or controls and to reach with hands and arms.

Travel:
Travel may be required in order to attend offsite training.

Service Excellence: The DCU Way:
All employees are expected to provide service excellence the “DCU Way” through teamwork and by providing quality service to internal and external members, incorporating the Guiding Principles of DCU’s culture:

• People come first
• Do the right thing
• Make a difference

Bank Secrecy Act (BSA):

All Credit Union employees are required to complete all BSA related training annually and maintain knowledge of current BSA policies, specifically those related to functions performed within the department and identify and report possible suspicious activity.

We are proud to be an EEO/AA employer M/F/D/V.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)