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Director, Consumer Loan Operations

Company: United Heritage Credit Union
Location: Austin
Posted on: May 6, 2021

Job Description:

This position will be working at our Headquarters location in North Austin. This position requires flexibility to work a full time schedule during the business hours between 8:00am-7:00pm Monday through Friday and as needed based on business needs.The Director of Consumer Loan Operations is responsible for supporting the Vice President of Consumer Lending with the daily hands-on leadership/management of consumer loan operations. You will play a key role in the achievement of targeted consumer growth, risk mitigation, quality and member service expectations. You will develop, implement and maintain strategies to improve loan operations efficiency and will be responsible for overall management and oversite.This position is responsible for existing loan related platforms and operations as well as supporting new projects and initiatives to successful conclusion. You will be responsible for the hiring, training, performance, motivation, on-going support and retention of loan operations staff. You must maintain first hand, extensive systems' knowledge to ensure staff is performing at optimum levels. You will motivate your team and cultivate a positive environment through leading by example, managing for results, developing staff and maintaining an in-depth knowledge of Credit Union's products, services, and regulatory compliance requirements.In this role you will:* Maintain an in-depth understanding and strong working knowledge of loan rules, regulations, forms and related systems. Mitigate risk through robust training and advanced technology.* Anticipate and recognize departmental needs. Provide loan product and service support to internal staff as well as external partners. Ensure consistent and ongoing success, by recognizing and implementing service related enhancements. This includes process improvement, communication and successful implementation of updates.* Identify team needs through regular and consistent feedback, both structured and impromptu. Communicate expectations and standards. Ensure goals are measurable and team is meeting expectations. Recruit, prepare, train, support, evaluate, guide, cooperate and listen to ensure performance, productivity and environment support goal achievement.* Promote a service first culture in all aspects of consumer loan operations and servicing. Approach situations with a wide range of solutions. Ensure integrity of private information. Anticipate future needs and weigh future impact on current decision making. Approve exceptions as required.* Know the market and the Credit Union's competition. Seek out new products, technology and services to support strategic goals and maintain a competitive edge.* Identify, plan, present and carry out initiatives to successful conclusion. This includes the initial review, development and implementation of new loan related products and services as well as periodic work on existing platforms, programs and processes.* Proactively write and consistently evaluate procedures and training materials. Recognize needs and take action to ensure all related processes produce positive results.* Continually seek out process improvement. Automate, optimize and streamline processes. Carry out changes to successful conclusion. Support the administration and configuration of loan related systems, rules and workflow.* Collaborate internally with loan sales and underwriting to ensure fluid process. Discuss decision, sales and audit process internally to ensure file accuracy and integrity. Work together towards solutions.* Collaborate with other departments to ensure timely information exchange, positive interaction and minimal negative impact. Troubleshoot issues in a timely manner and escalate as necessary.* Monitor, investigate and resolve quality or service related issues. This may include lien perfection, loan accuracy, monetary outages and member service escalations.* Create, modify, prepare and maintain reports as requested.What you will need to succeed:* Pragmatism - Generate sensible, realistic, practical solutions to problems.* Coaching/Training - Actively and successfully train and coach team for current assignments, and develop them for promotion into positions in which they will be successful. Provide challenging assignments. A people builder.* Adaptability - Flex to new pressures from competition, loss of talent, new priorities. Convert high self-objectivity into self-correction and personal improvement. Not rigid'intellectually, emotionally, interpersonally. Adjust quickly to changing priorities. Cope effectively with complexity.* Conflict Management - Exhibit understanding of natural sources of conflict and act to prevent or soften them. When conflicts emerge, effectively work them through to optimum outcome. Do not suppress, ignore, or deny conflict.* Enthusiasm - Exhibit excitement, positive "can-do" attitude.Minimum Qualifications* Bachelor's degree from an accredited college or university in Business Administration, Management, or other related field. Any equivalent combination of education, experience and training consistent with the related knowledge, skills, and abilities will be considered.* Minimum 5 years' experience in a consumer lending role or related industry with past roles showing a progression of increasing responsibility with operations initiatives, proven performance in gathering and interpreting data, proven performance in quality control to include resolution of monetary outages and non-compliance of internal procedures.* Minimum 2 years management experience with responsibility for creating functional strategies and specific objectives; including responsibilities for hiring, training, assigning work, motivating and managing staff.* Minimum 2 years financial services, banking or credit union industry experience.* The use of TxDot, NADA, Symitar, Synapsys, DocuSign and LOS software programs or other similar financial services and auto related programs.* Demonstrated experience in lien perfection process.* Advanced computer skills including Microsoft Word, Excel and Outlook.Preferred Qualifications* Previous experience leading or supervising a Consumer Loan Operations team.* 5+ years working in a bank or credit union.* Established knowledge of dealer draft payment.* Experience managing a team of at least 10 direct/indirect reports.* Auto industry related experience.About United Heritage Credit Union:The Credit Union was established in 1957 as an Austin-based credit union, and over 60 years later we continue to serve communities in 18 counties, as well as those that live in the rest of Texas through TXCC membership. Through innovative technology, exemplary service standards and competitive products, United Heritage continues to be a strong force in the credit union industry. UHCU has over $1 billion in assets, more than 64,000 members, 11 locations, and approximately 245 employees. We are a full-service financial institution whose vision is "To Be the Financial Institution of Choice." Our team members voted us as one of the Austin-American Statesman's Top Workplaces for six consecutive years. Being part of our credit union means being part of our community.UHCU Offers:* Competitive Benefits Package* 401(k) options (Pre-Tax and/or Roth)* Generous paid time off (PTO)* Education Reimbursement ProgramImportant Note: We take hiring very seriously. Interviewing at UHCU may include phone interviews, as well as 1st & 2nd round interviews. We are unable to follow-up with each and every applicant, but we do our best to run a thorough process for candidates whom we identify as a potential fit. We will be sure to contact you if that is the case!

Keywords: United Heritage Credit Union, Austin , Director, Consumer Loan Operations, Executive , Austin, Texas

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