The Consumer Lending Supervisor is responsible for monitoring the progress, quality, and quantity of work in Consumer Lending department to ensure quality service.About Frontwave Credit Union:Frontwave Credit Union is a member-owned not-for-profit financial institution serving San Diego, Riverside, and San Bernardino counties. Founded in 1952, we have grown to 13 branches with 120,000 members and manage over a billion in assets. At Frontwave Credit Union, we are focused on creating consumer solutions to provide our members and the communities we serve with products and services that enhance the quality of life for our members through exceptional service and the progressive application of technology.What’s In It For You:Competitive pay, 401k matching, mortgage and auto discounts.9-27 days of PTO per year (based on tenure) and 10 paid holidays.Affordable medical, dental, vision health plans, and Flexible Spending Account.Employee Assistance Program with a variety of services.Career development, training, and coaching, mentoring; tuition reimbursement up to $4,000/year.Culture of excellence and continuous improvement.We strive to be the best place you’ve ever worked!Essential Duties and Responsibilities:Includes the following non-inclusive list. Other duties may be assigned. All duties are to be performed in compliance with applicable laws, regulations and Credit Union policies and procedures.ASSISTS IN THE EMPLOYMENT, COACHING, EVALUATION, TRAINING, MOTIVATION AND DISCIPLINE OF ASSIGNED PERSONNEL
Supervises staff in accordance with Credit Union policies and applicable laws.
Interviews and recommends qualified applicants for employment.
Assigns duties and work schedules to ensure efficiency.
Trains staff in proper procedures, members service skills, cross-selling opportunities, and Credit Union policies.
Prepares and conducts performance evaluations and counseling sessions.
Monitors, maintains, and documents accurate records for hours worked, overtime hours, and time off.
Reviews, adjusts and approves time sheets biweekly to Human Resources for payroll processing.
Coaches, supports, and develops Consumer Lending staff to achieve department and Credit Union goals.
Responsible for the Onboarding of new employees in the Consumer Lending Department and partnering with the Learning Institute to ensure adequate consumer lending training is delivered through out the organization.
Ensure new team members are partnered with a “buddy” within the department as their go to person for questions and or job shadowing.
ENSURES A HIGH LEVEL OF PROMPT, EFFICIENT, QUALITY SERVICE FROM ASSIGNED STAFF
Maintains a well-trained staff knowledgeable in Consumer Lending activities, procedures, and policies. Ensures all employees in the department attend appropriate training offered by the Learning Institute and/or different departments.
Provides technical and operational guidance to staff and checks results of assigned work.
Assists and directs staff in problem resolution and provides approvals on exceptions within defined guidelines.
Ensures loan applications conform to established loan policies.
Maintains compliance with Credit Union policy, procedures, and State and Federal laws.
Helps develop solutions to complex issues related to Lending or DMV.
Monitors and tracks Consumer Loan Processor productivity, KPI’s and performance reports.
Monitors overall department quality service through periodic call monitoring and service evaluations.
Assists in establishing department service expectations and ensure adherence to established deadlines.
Ensures that loans are processed and funded accurately and in a timely manner as well as within established lending procedures and Service Level Agreements, (SLA).
Responsible for managing the daily pipeline and monitoring of the loan queues and recommends procedures and enhancements as needed.
PERFORMS OPERATIONAL DUTIES WITHIN THE DEPARTMENT
Serves as a working supervisor and performs all duties and tasks associated within the department.
Acts as the point of contact for issues directly related to the Consumer Lending function and assists Credit Union personnel and members in answering and resolving difficult lending issues and problems.
Researches and resolves Member complaints.
Conduct live call listening and monitoring, and call calibration with employees.
Maintains and fosters open communication between departments and branches.
Maintains monthly and quarterly reports.
Monitors Frontwave website, and other lending channels to ensure correct rates, updates, and enhancements.
Participates in coordinating and facilitating team meetings on a regular basis.
Assists Consumer Lending Manager in implementing loan products and interest rate changes.
Participates in leading, organizing, and supporting project teams to generate loan growth.
Assist with indirect and direct loan audits within established time frames.
Provides periodic training to frontline staff.
Knowledge of contact center best practices
Knowledge of and experience with contact center metrics
Proficient with Microsoft Office – Word, Excel, and Power Point.
Candidates must possess strong verbal and written English communication skills.
Ability to handle multiple priorities with organization, attention to detail and follow through.
Ability to lead and manage others effectively.
Professional appearance coupled with an enthusiastic, assertive personality.
Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations.
Ability to create reports, graphs, and charts to report workflow.
Possess thorough knowledge of Consumer Lending including documentation, compliance, forms and related system configurations and processes.
Ability to demonstrate application of critical thinking and emotional intelligence skills in a wide variety of situations.
EDUCATION and/or EXPERIENCEHigh School Diploma or general education degree (GED). Bachelor’s degree preferred. Minimum 5 years’ experience in consumer lending, loan processing and funding. Minimum two years’ leadership experience including delegating, facilitating change, mentoring, problem solving, coaching, and counseling staff with increasing responsibility related to training peers.Preferred Education and Experience:Bachelor's DegreeExperience in financial servicesConsumer Lending experienceSupervisory or team lead experienceSalary Range: $27.54- $41.31When joining Frontwave Credit Union, you can expect to be a part of a workforce committed to the following Service Excellence standards: We see it. We own it. We get it done. We ignite positive experiences. We do things right every time. We are collaborators - united, cohesive and engaged We innovate and evolve. We create memorable experiences for life. We starts with me.ID: 2023-1694 Street: 1278 Rocky Point Dr Frontwave Service Standards: When joining Frontwave Credit Union, you can expect to be a part of a workforce committed to the following Service Excellence standards: We see it. We own it. We get it done.
We ignite positive experiences.
We do things right every time.
We are collaborators - united, cohesive and engaged
We innovate and evolve.
We create memorable experiences for life.
We starts with me.