Lending Center Manager

General Summary

Responsible for the expansion of existing lending member relationships, the development of new business, and the supervision of designated lending center staff. Serve our membership by providing and promoting all deposit and lending offerings to meet new or existing members' financial needs. Assist with the management of the lending center by solving problems, helping with work related issues by guiding and advising staff, coaching, mentoring, and overseeing the efficient handling of work environment needs. Approve/deny loans within parameters, according to all credit union policies and procedures. Assist members through the loan application process and prepare and process all documentation and required forms.

Essential Functions

Responsible for the development and growth of the department's key drivers, which include growth of loans, deposits, and net income, while managing risk.

1. Establish and maintain a highly motivated, well-trained staff with effective associate teamwork relations.
2. Develop position standards, chart workflow, and adjust workloads when necessary, according to type/amount of volume. Assess and recommend staffing levels within area of responsibility.
3. Monitor key products/sales reports to ensure profitable and sound business practices are being done, a high quality of service for members is being provided, and that associates are maximizing opportunities to sell all products. Assist members and associates with complex account issues.
4. Monitor associates’ workflow of applications, title follow-ups, CPI, DP (debt protection) percentages to ensure they are being handled timely and correctly.
5. Monthly coaching and ongoing mentoring of associates including evaluating and performing reviews of designated staff to ensure quality of work and service.
6. Hold periodic staff meetings to discuss areas needing improvement, changes in procedures, new developments, or services and to present general information. Attending management meetings as scheduled, providing effective feedback and support to the executive team, including assisting and supporting current and future needs.
7. Recommend strategies for improving sales and service based on market research and competitor analysis.
8. Provide leadership, motivation, direction, coaching and mentoring for credit union associates to strive for excellence.
9. Ensure consistent member services are being met by collaboration with all departments and managers, fostering a teamwork approach. Assist all credit union staff with development opportunities to increase the level of member service.
10. Recommend changes to enhance productivity, service, sales, products, procedures, and policies.
11. Assist with outbound and inbound calls to members and the public.
12. Interview loan applicants and provide information on products that best meet the members' needs. Request and review all required information and documentation to secure a loan.
13. Assist members with completing loan applications over the phone and/or electronically, obtain and evaluate credit reports and calculates debt-to-income ratios.
14. Provide financial counseling based on results of interviewing to approve or deny member lending products within product guidelines or as directed by designated management.
15. Notify applicant of loan decision. Correspond with members, applicants, and creditors to resolve questions regarding application information.
16. Develop the knowledge and maintain the ability to cross sell all credit union products/services to provide financial needs for new and current members.
17. Determine collateral needs and assist members with payment arrangements.
18. Maintain knowledge of all state and federal regulations that are applicable to the transactions performed in the lending areas to stay in compliance.
19. Be a champion of the contact management system.
20. Develop a working knowledge of the credit union's technical systems, history, philosophy, organization, bylaws, and operational procedures.

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

Additional Functions

1. Actively support our "sales and service" culture and demonstrate these skills by communicating to members the benefits and features of all our products and services.
2. Work proactively to build relationships necessary to meet the set performance goals and expectations for the department.
3. Expect and embrace change by being flexible and adaptable.
4. Participate in community/business related events conducting oneself in a professional manner in relationship to all credit union activities.
5. Foster sound relationships with outside entities, with the ability to build rapport and have excellent selling skills to develop business.
6. Maintain members' confidentiality.
7. Manage delinquency of assigned loan files.
8. Complete in-house training based on required classes set up for this position.
9. Assist in any area as directed by management.

Job Specifications

• • Professional, well-developed interpersonal skills necessary for supervising departmental staff and a sales and service ability to promote products/services to our members to reach the credit unions' financial goals.
  • Requires knowledge of all banking state/federal regulations, policies/procedures for all services, deposit/lending products.
  • Two years of prior supervisory experience preferred. Three to five years of successful sales experience also preferred, preferably in the financial service sector. Bachelor's Degree in Business, Finance, Management, Human Resources or a related field is preferred.
  • Successful experience with telephone sales and marketing preferred.
  • Considerable judgment is required. Analyzes complicated factual situations, applies functional principles and develops solutions. Involves a variety of concrete variables where only limited standardization exists. Involves work governed by broad instructions and usually involves frequently changing conditions and problems.
  • Interest in the well-being of people; along with the ability to communicate positively and effectively.
  • Maintain continued interest in improving quality banking products and services.