Loan Service Assistant Manager

Company Description

STCU is consistently rated one of the top-performing credit unions in the nation, and has been named one of Fortune Magazine’s Great Places to Work. We look for employees who have a strong desire to serve others, are lifelong learners, are committed to working hard, have a fun-loving attitude, and who want to make a difference in our members’ lives. We love people who share our core values: Joyfulness, generosity, belonging, goodness, and striving. We believe in being a force for good in the community, while helping members achieve their financial goals and dreams.

STCU offers excellent benefits: 

• Paid time off—plus 11 paid holidays!
• Medical, dental, vision and life insurance 
• Training and career development
• Success sharing plan
• 401(k) matching contributions
• Tuition reimbursement

An overview of the benefits can be found here.

Salary range: $32.45 - $44.52 per hour 

Job Description

The Loan Service Assistant Manager leads the implementation of Loan Service department’s strategy as it relates to continuous improvement activities and the day-to-day operations of the Loan Service team. This position ensures that each Loan Service team member performs in alignment of the team’s annual goals and its objectives, core values and the overall STCU Strategic Plan.

Core Job Requirements/Outcomes

• Ensure the team is delivering a consistent member and frontline servicing experience by using all processing efficiencies and adhering to the service level standards set for each Loan Service task.
• Develop and enhance the team’s departmental knowledge by maintaining a robust training plan while also balancing the team’s workload to avoid employee burnout.
• Monitor vendor performance by ensuring that the vendors are adhering to the standards of service that align with the department’s strategic goals.
• Maintain important department reporting by monitoring each team member’s monthly metrics and phone stats, compiling data that assists with the tracking of the department’s success ratios and communicating the results of these to appropriate leader or department.

Core Leadership Principles

• Lead by example by aligning actions with shared values.
• Embrace and communicate organizational direction by enlisting others in a common vision in support of organization values, goals and decisions.
• Effectively lead organizational change by demonstrating and fostering a growth mindset by inspiring your team to do things differently, seizing opportunities, working through challenges and persevering toward a better future.
• Lead performance by providing direction and delegation to create a climate where people are motivated to do their best.
• Encourage the heart by exhibiting empathy, actively listening and celebrating to cultivate team engagement.

Other Essential Functions

• Assist with recommendations to and administration of the department’s budget.
• Ensure department procedures are current and relevant by communicating necessary revisions to team procedure writers, reviewing changes made to procedures and broadcasting procedure updates to team members.  
• Ensure that the team adheres to the regulatory requirements included in the Fair Credit Reporting Act, Consumer Financial Protection Bureau, while maintaining the institutions privacy and security policies and procedures. 
• Represent Loan Service team on high level institution project teams or continual improvement events by sharing department expertise, attending project meetings, participating in any project testing and helping ensure a smooth roll of project objectives.

Qualifications

Education: High School diploma or equivalent required. Associates degree is preferred.

Job Experience: Minimum three years’ financial institution experience working in consumer loan and/or real estate servicing operations required. Minimum of one-year leadership and demonstrated skills in coaching, mentoring and developing others required.

Software Skills: Proficient knowledge of Microsoft Office programs including Outlook, Word, Excel and Teams.

Physical Demands: Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull/push and carry up to 10 pounds with accommodations.

Work Conditions: Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced,