Description
Under the direction of the Loan Services Manager, the Assistant Manager will oversee the daily operations of the department and supports the strategic direction of the Loan Services Department. The Assistant Manager will directly supervise the work of the Team Leaders and their respective teams. They will directly manage all loan services processes,. The Assistant Manager is responsible for cultivating a positive, productive work environment, which includes ensuring the development, training, and coaching of all team leaders and team members, and the meeting of all Service Excellence standards and Key Performance measurements.
Here’s what you can expect from the job and what you need to be successful:
What You’ll Do :
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Directly manages the daily functions of the Loan Services Department to ensure that the needs of DCU members and employees are met and key performance standards are maintained
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Oversees the successful processing of services requests and emails, including all Loan Services tasks.
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Recommends enhancements and self-service options for efficiency and that will improve the member experience.
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Stays abreast of changes to regulations and ensures the relevant policies and procedures are updated and communicated to appropriate staff members
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Develops relationships with core vendors including Pega, DealerTrack, State National, Allied, First Corporate Solutions, e-Oscar, Cathedral, and related vendors to keep abreast of enhancements and changes within the industry.
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Works with the manager to develop strategic and tactical plans for department related projects and initiatives
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Liaison for the audit, compliance and enterprise risk areas for relevant assessments performed and actively involved in resolving findings to ensure future compliance. This will include Key Risk Indicator reporting, all audits related to loan servicing, Enterprise risk assessments, risk control assessments, and ensure that self-testing is performed
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Communicates effectively and regularly with all team members, though various methods, on DCU and department related initiatives, to ensure employees are engaged and feel part of a team dynamic.
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Oversees the tracking of member complaints in accordance with the Member Complaint Guidelines. Works with Team Leaders to provide timely resolutions to member complaints that have escalated to the highest level within the department. Reviews and approves recommendations made to management designed to reduce the volume of complaints.
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Coaches, develops, and motivates and supervises Team Leaders, sets performance goals and provides timely feedback through Call Monitoring, one on one meetings, team meetings, department meetings and employee performance evaluations.
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Oversee and/or assist in the management of projects, upgrades and enhancements relating to Core/Host, and related systems.
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Oversees the creation and maintenance of written procedures for accuracy annually or when changes are made. Ensures all Loan Services information in Knowledge Base remains concise and accurate.
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Ensures exceptional service provided by the Loan Services team members to members and internal customers
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Conduct interviews and participate in the hiring of new Loan Services Team Members and Team Leaders.
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Provides documents to management regarding performance measures and project updates, including writing and delivering reviews, annual employee evaluations and any necessary verbal and written warnings. Recognizes performance and provides constructive feedback as necessary for the growth and development of Team Leaders and team members. Perform other duties as assigned
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Actively contributes to DCU’s Success Sharing initiatives and practices DCU’s principles of People Come First; Do the Right Thing; Make a Difference
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Maintains a high level of professionalism and respect during interactions with both members, direct reports, team members and colleagues alike
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Maintains a working knowledge of and adheres to DCU policies and procedures related to the position as well as all applicable regulations
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Performs work functions with attention to detail, within established timeframes and follows through as needed to complete tasks
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Meets or exceeds performance goals, including but not limited to, service level achievement, timeliness of tasks, quality of work, service quality and others as assigned
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Perform all other job-related duties as assigned by Management Team
Essential Skills:
Education and Experience Requirements:
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Minimum of two years related work experience; financial institution required
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Prior supervisory experience required
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Excellent PC skills required to include MS Word and Excel
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Prior customer service experience
Additional Eligibility Requirements:
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Excellent verbal and written communication skills
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Ability to effectively handle multiple priorities
Location: Marlboro, MA
Target Compensation: $78,830 - $88,800
Schedule: Monday - Friday 8a-5p (40 hours)
Who We Are:
What makes First Tech different? Click here to learn more!
Every great journey begins with a bold idea—and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.
Employees are eligible for:
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Traditional medical, dental, and vision coverage
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Generous 401(k) match
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Paid Time Off: - You’ll accrue up to 15 days in your first year. In addition, you’ll receive 40 hours of sick time and 3 personal days, which refresh annually
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Paid federal holidays
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Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria
Employment Statements:
First Tech is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address
First Tech is not currently offering Visa transfer/ sponsorship for this position.
