Operations Associate verifying loan applications and ensuring customer satisfaction. Engaging in inbound and outbound calls while maintaining documentation and providing feedback.
About the role
- Director of Lending Operations overseeing loan servicing and loss prevention processes at the Credit Union. Leading teams and managing vendors to enhance efficiency and compliance.
Responsibilities
- Directs the loan servicing and loss prevention portions of business plans;
- Manages third party vendors as appropriate to grow the areas of responsibility;
- Identifies and improves better ways to utilize our systems and constantly looks for ways to make our processes more efficient.
- Coaches and develops team members; fosters strong relationships with cross departmental leadership, monitors the loss prevention and loan servicing processes and performance metrics to understand the internal and external user experience throughout all stages.
- Ensures proper handling of bankruptcy filings, foreclosure actions, deceased accounts, and legal proceeding in coordination with legal counsel.
- Analyses loan servicing and loss prevention statistics, and compiles data to provide the Vice President, Senior Vice President and Executive Leadership Team with insights into emerging trends.
- Conducts financial risk assessments in accordance with established loss prevention and loan servicing policies and procedures; authorizes hardship requests and modifications within designated approval limits.
- Oversees the full lifecycle of deceased member accounts, ensuring timely, accurate and compliant handling.
- Develops creative solutions and strategies for loan servicing and loss prevention including utilizing robotic process automation to increase efficiency.
- Proactively looks for ways to improve processes, make processes more efficient, and use robotic process automation for appropriate processes.
- Develops and implement standard operating procedures for managing deceased accounts, including providing staff training and establishing escalation protocols.
- Oversees the administration and servicing of ancillary loan products, including Extended Warranty, GAP, MBP, Debt Protection, and CPI.
- Actively participates in professional networks, collaborating with loan servicing and loss prevention experts as well as advisory boards to acquire advanced strategies informed by evolving market conditions and emerging fraud trends.
- Participates and implements an efficient loan servicing and loss prevention department that will assist members with their servicing needs and loss prevention needs.
- Demonstrates decisive action, bold ideas and skill in handling rapid change.
- Ensures that operational excellence and continuous improvement are key focuses and are supported throughout loan servicing and loss prevention; Work to improve the member experience by utilizing qualitative and quantitative data, design thinking and journey mapping.
- Facilitates efficient communication and fosters high-performing, cross-functional collaborations with business units and internal stakeholders through constructive engagement.
- Develops and evaluates performance metrics and key performance indicators (KPIs), assesses market risk and offers strategic guidance to leadership in achieving established goals; delivers comprehensive reports to GUCU leadership.
- Enhances service delivery expectations and systematically monitors outcomes, incorporating both member and team member feedback, to achieve objectives related to service quality, operational efficiency, and improved experiences for both members and internal stakeholders.
- Identifies efficiencies, engages in vendor sales presentations and project implementations, provides recommendations to enhance department processes.
- Tracks delinquency and recovery trends, leveraging data analysis to propose proactive strategies aimed at mitigating portfolio risk.
- Oversees foreclosure processes and manages REO inventory.
- Evaluates vendor performance, enforces compliance with contracts, and maintains cost efficiency.
- Adheres to all applicable Federal and State laws and regulations governing the Credit Union.
- Performs other job-related duties as assigned.
- Promotes and establishes strong, positive and productive working relationships within the organization through commitment to the company’s purpose, mission and core values.
Requirements
- Bachelors or better in Business Administration or related field.
- 10+ years in lending background with 5+ years in a leadership capacity required.
- Understanding of government regulations and legal requirements involving lending and related functions.
- Computer proficiency with MS Office, including Word, Excel and PowerPoint, Internet, Visio, and Email.
- Experience with Symitar and Encompass a plus.
Benefits
- Equal Employment Opportunity (EEO)
- Reasonable accommodations made in accordance with the Americans with Disabilities Act (ADA)
- E-Verify participation
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
IT Operations role at DRÄXLMAIER managing IT service requests and incidents, providing first level support and documenting procedures.
Oversee operational initiatives and lead a team in Residual Markets Operations at Travelers. Focus on optimizing effectiveness and ensuring compliance in business processes.
Senior Operations Coordinator at BRE ensuring operational efficiency within Research & Impact. Supporting activities, systems, and processes in a coordinated manner with a focus on sustainability and safety.
CE
Director, Sales Operations role at Cobalt Benefits Group focused on sales execution in healthcare benefits. Leading sales operations, CRM management, and financial analytics in a hybrid work environment.
CE
Director of Sales Operations at Cobalt Benefits Group overseeing sales operations and optimizing client experience. Leading sales strategies, technology management, and financial analytics for employee benefits solutions.
Operations Associate handling data entry and support activities for Ecclesiastical Insurance Canada. Collaborating with underwriting experts to ensure data accuracy and integrity in a hybrid work environment.
Guest Experience Operations Intern supporting hospitality operations and guest relations at GuestReady. Gaining hands - on experience while collaborating with teams in a dynamic, multicultural environment.
Operations Coordinator driving operational execution at Benchmark Gensuite. Managing reports, coordinating teams, and maintaining systems to support growth initiatives.
Global Manufacturing Operations Analyst at Ingeteam focusing on production data analysis and operational improvements. Collaborating with the Operations C&C team to enhance productivity.