VP, Consumer Loan Originations & Experience

We’re always looking for diverse, talented, service-oriented people to join our exceptional team.

VP, Consumer Loan Originations & Experience

Scheduled Weekly Hours:

40

What You’ll Be DoingResponsible for setting the strategic direction for the administration and coordination of the Consumer Loan Origination & Experience contact center division. Responsible for developing and driving improvements that enhance the consumer lending origination process and experience, as well, increase Member satisfaction and loyalty.The anticipated base pay range for this position is $200,000-$250,000, plus incentive eligibility.

• Collaborates with senior leadership to define and achieve the overall strategy for the consumer loan originations division, ensuring scalability, efficiency, and alignment with the credit union’s goals and objectives.
• Leads the design, development and implementation of strategies, leveraging contact center technologies and processes within the consumer lending origination process that enhance the Member experience, organizational growth and efficiencies.
• Responsible for achieving overall consumer loan objectives through the efficient delivery of competitive consumer loan products and services.
• Participates in the development and recommendation of overall consumer loan objectives, policies, and practices including broad consumer lending strategies and tactics.
• Acts as primary liaison to the branches for consumer loan origination consistency, working closely with the consumer lending operations team providing feedback for system enhancements.
• Partners with Member Service Experience division to ensure consistency in approach to design, measurement, and governance of contact center operations. Utilizes Member data and feedback to create solutions aimed at improving service levels, determine best practices and lead on-going improvements related to service standards. Provide feedback and effectively coach managers within the business unit on service priorities and successful implementation of service solutions.
• Develop and execute a comprehensive workforce management and quality assurance program, utilizing data insights to ensure a world-class Member service experience.
• Manages risk by defining and managing appropriate limits of authority and level of risk for consumer loan underwriters and ensures adequate understanding of the credit union’s loan procedures and policies.
• Maintains knowledge of competitors’ rates and terms and other trends relating to consumer lending.
• Stays updated with emerging technologies and trends in the call center industry.
• Resolves Member escalations involving loan decisions and/or account errors when necessary.
• Ensure the effective management of the consumer loan originations operation, use data emphasizing service delivery, operational control, and compliance with financial regulations and credit union policies.
• Oversee and ensure consistent use of underwriting authority by evaluating loan applications and financial data.
• Oversees outbound, consultation, and consumer lending services strategies.

Additional Job Functions

 

• Develop and coach managers and team by establishing annual performance goals, allocating resources, setting priorities and progressing teammembers’ technical skills and knowledge.
• Manages division budget.
• Handles the most sensitive Member issues to ensure a positive Member experience and outcome.
• Contributes to organizational strategies and priorities as a member of Leadership team. Establishes and implements strategies that have mid to long-term (3-5 years) impact on business results in alignment with organization objectives.
• Appropriately identifies, evaluates, and manages risk within area and implements risk mitigation strategies and activities as appropriate.
• Supports credit union in overall financial objectives and Member Service goals.
• Establish and maintain strong working relationships with third-party vendors and sub-servicer to ensure highest level of service is provided to Members.
• Provides insights and recommendations as to the strength of the Credit Union’s brand and ways of enhancing them.
• Guides the department’s development by soliciting feedback from its internal customers and making needed improvements.
• Takes initiative to bring forward and implement ideas that help the credit union grow successfully.

 

• Performs other duties as assigned
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions

Qualifications

• Bachelor's Degree or equival