Consumer Lending Manager

Signal Financial is a progressive and growing Credit Union with over 18,000 members and more than $377+ million in assets. We are committed to building a new way of banking for our current and future members in the Washington Metro area. Our goal is to be a progressive multi-billion-dollar financial institution by re-inventing the way we operate, particularly when it comes to enhancing the membership experience. We aim to do this by being innovative, creative and nimble in offering distinctive products and services.

Position Description

The Consumer Lending Manager is responsible for the successful management of all aspects of consumer lending operations, production, and cross-selling behaviors. The ability to lead a team to achieve loan funding targets is key. This ranges from loan set-up through funding, for all channels including branch, online, telephone, and any future added channels.

The incumbent provides leadership, guidance, accountability, and support to the team. In addition, they ensure administrative and operational compliance with regulatory requirements and Signal policies and procedures.

The position is located at Kensington, MD headquarters. The role is hybrid, in office Tuesdays, Wednesdays, and Thursdays.

Position Responsibilities

Loan Origination and Operations Execution

• Ensure the thorough and responsible underwriting of all loans in compliance with guidelines
• Design and implement work-flow processes that maximize efficiency, accuracy, and productivity
• Take initiative on product development efforts including creation and maintenance of program guidelines and loan documents as well as systems enhancements to both the Loan Origination System and online applications
• Work with the AVP of Consumer & Real Estate Lending to develop strategic direction
• Set productive processes that lead to achievement of loan origination targets, reduction in turn-time
• Collaborate with branch staff and other internal/external departments to maximize funding volume
• Resolve complex or challenging loan transactions to yield the best possible outcome
• Provide training and guidance to ensure the department follows all standard operating procedures, fair lending practices, NCUA, and federal and state regulations
• Monitor quality assurance and timeliness of workflow by:
  • Perform staff audits and quality control checks to determine if inconsistencies exist
  • Analyze and monitor team workflow and member follow-up
  • Implement procedures and guidelines for uniformity and quality standards
  • Ensure adherence to regulatory and compliance requirements
• Manage of all aspects of Signal's loan origination system including but not limited to document creation and maintenance, interfaces with third parties, data integrity, implementation of system and software updates, training and workflow design to ensure optimal performance
• Maintain knowledge of current industry practices and trends
• Identify opportunities for improvements of established practices and customer satisfaction.

Member Service

• Provide leadership, training and coaching to staff to ensure the highest level of member service
• Assist with the resolution of any customer service issues escalated to management level and exercise professional judgment in further escalating to the SVP of Consumer & Real Estate Lending only when necessary
• Respond to all escalated loan-level scenarios promptly and thoroughly, and communicate resolved issues to all stakeholders to further improve processes and/or avoid similar problems from arising in the future
• Establish customer service delivery standards and monitor service levels against such standards on a regular basis

Staff Development, Coaching and Training

• Recommend staffing levels and personnel actions such as hiring, promotions, transfers, salary actions, staff training and separations
• Accountable for recruiting, hiring, developing and retaining qualified, high-performing operations staff
• Develop staff through a combination of goal setting, delegation, training, coaching and performance management to ensure all employees have the knowledge, skills, and abilities to meet performance quality and productivity targets
• Performance management activities include, but are not limited to performance reviews, performance improvement plans, coaching and training, scheduling work hours, and cross-training
• Manage, monitor and provide feedback on the achievement of performance goals, productivity, sales goals, cross-selling, efficiency, and quality of work product

Position Requirements

• High School Diploma or GED required. College degree preferred
• A minimum of five to ten years of consumer lending operations experience required
• A minimum of two years of experience in an operations management role required
• Must demonstrate a thorough knowledge of Signal guidelines as well as credit union lending policies, procedures, and regulations
• Must possess a thorough understanding of consumer lending and loan origination systems
• Strong loan math calculation skills including the use of automated spreadsheet development and basic analytics required
• Time management skills and the ability to plan, organize, and prioritize tasks and projects
• Ability to communicate clearly and effectively, both verbally and in writing, across various audiences
• Proficiency with Microsoft office suite including Outlook, Word, Excel, PowerPoint and Teams,
• Ability to learn and work in a fast-paced work environment

The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem as necessary.

We are proud to be an Equal Employment Opportunity (EEO). Signal Financial Federal Credit Union does not discriminate against any applicant or employee based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws.