GENERAL SUMMARY:
The Supervisor, Loan Servicing reporting to the Manager of Loan Servicing, is responsible for managing the day-to-day operations of the Loan Servicing team, ensuring efficient and effective servicing of loans and superior Member service. This role involves overseeing processes including Payment Processing, Title Work, Insurance (Claims and Force-Placed), and Mail Handling. The Supervisor ensures adherence to credit union regulations, bylaws, policies, and procedures, aiming to meet departmental goals and enhance service levels, reduce expenses, and limit risks. The Supervisor is responsible for leading and motivating the team, coaching and developing talent to achieve department goals, while keeping the Manager informed of any issues and working collaboratively to achieve departmental objectives.
Salary range is $64,275.40.00 - $84,361.46/annually. Job Grade, EX 13. Final salary is dependent on candidate's experience and qualifications.
QUALIFICATIONS:
Minimum Education & Experience Requirements:
- Associates in Business Administration, Finance, Accounting, or equivalent experience
- Three (3) years of loan servicing or equivalent experience in a financial institution
- To include 2 years in a supervisor or lead role
Additional Preferred Education & Experience:
- Experience in process improvement methodology
Minimum Knowledge & Skill Requirements:
- Dedicated to meeting the needs of members and employees
- Excellent written and verbal communication skills
- Proficient in Microsoft Office
- Ability to work with speed and accuracy with strong attention to detail
- Listens effectively and works collaboratively with employees, peers, business partners, external vendors and third parties
- Uses good judgment and works independently to resolve daily challenges, complaints, and concerns
- Establishes clear directions and motivates staff to exceed the desired results
- Ability to identify areas of opportunity to improve processes to reduce operational risk and improve efficiency
COMPETENCIES:
- Problem Solving
- Managerial Courage
- Process Management
- Customer Focus
- Decision Quality
WORKING CONDITIONS/ENVIRONMENT:
The job requires the employee to sit for the majority of the time. Infrequent lifting up to 25 lbs. may be required.
OTHER REQUIREMENTS:
Must comply with all policies and procedures, including Bank Secrecy Act (BSA). May be required to work evenings and weekends.
MAJOR ACCOUNTABILITIES AND TASKS:
- Manage and supervise functions of the Loan Servicing Department.
- Assist in overseeing the daily operations of the department in conjunction with the Manager of Loan Servicing.
- Develop and implement best-in-class operational standards for productivity and error reduction.
- Create a team dynamic that focuses on continuous improvement, attention to detail, quality output, cross-functional collaboration, and member experience.
- Perform monthly call monitors and transactional/account reviews and provide feedback to employees.
- Interview, hire, train, evaluate, and develop employees.
- Develop, review, and maintain clear and concise policies, procedures, and user guides that ensure regulatory compliance and mitigate risk.
- Resolve escalated disputes and Member complaints.
- Make recommendations to management for ways to improve service levels and department operations.
- Direct the reconciliation of general ledger accounts handled by the Loan Servicing department.
- Ensure an accurate and timely response to email requests and proper documentation.
- Monitor and report unusual requests, problems, or situations that may affect efficient operations.
- Perform other duties as assigned.
About Us:
At Vantage West, we pride ourselves on fostering a vibrant learning environment where curiosity and growth are at the heart of everything we do. Together, we are not just building a successful company; we are cultivating a community where everyone can thrive.
Benefits And Perks:
- Health Coverage – We offer medical, dental and vision coverage for you and your dependents. Other benefits include: life insurance, flexible spending accounts, pet insurance, Team Member Assistance Program (EAP), and Corporate Care Solutions (Backup Child and Adult Care Services).
- Paid Time Off and Holidays – Work-life balance is a focus with generous paid time off, with additional time given for sick days, paid holidays, and 16 hours of paid time to participate in our community volunteer program. We also offer enhanced paid military leave and paid maternity/paternity leave.
- Retirement Savings – Generous 401k Plan.
- Development Activities – We focus on continuous growth by encouraging Job Shadowing and Personal Development Plans, which leads to a 40+% annual internal promotion rate.
- Tuition Reimbursement – We have partnered with the University of Arizona Global Campus to offer eligible full-time employees 100% tuition coverage towards an online Bachelor’s or Master’s Degree.
Equal Opportunity Employer Veterans Disabled
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
