Assistant Manager Lending Product Support

About the role

Assists in leading the Consumer Lending Product Support Team. Responsible for ensuring quality service while helping to achieve department and credit union goals. Facilitates team and individual team member development. Responsible for the support/operations team’s performance including service levels and KPIs. Responsible for ensuring their team is within compliance with credit union operational policies and procedures. Responsible for member, vendor, and third party experiences with the support team.

Responsibilities

• Oversees the Consumer Lending Support/Operations Team and assists in all jobs/duties this team is responsible for
• Handles escalated service issues and exhibits high decision making skills to resolve the escalated situations that are brought to them
• Serves as point of escalation for system support issues, which may include interaction with developers, vendors, or other outside parties
• Affords support to manage the LOS communication plan to ensure users, stakeholders, and vendors are well-informed about new features and system updates
• Affords assistance in analyzing support records to identify common trends and underlying problems
• Affords assistance in/conducts regular meetings with the team, including but not limited to: Monthly one on ones, quarterly reviews, bonus reviews, and merit increases
• Effectively and accurately performs, leads, directs and mentors Support Reps as they serve internal and external customers in accordance with established procedures
• Approves and processes good will claims up to tier 3
• Affords analysis/reconciliation, adjustment, approval and processing of all billing and refunds for the consumer lending product team
• Affords creation, maintenance, publication and distribution of procedures/policies and updates information following system, program and process enhancements etc.
• Partners with the Production team to facilitate training sessions related to consumer lending product knowledge and servicing
• Provides customer support for all consumer lending products
• Works on projects as an individual or as a team to enhance or improve processes, technology systems, department procedures, administrative functions and compliance initiatives
• Affords creation, production, work, analysis, update and maintenance of various reports, data tracking spreadsheets, and ticketing systems as requested
• Fills duties of the Operational Manager in the absence of or at the request of management
• Cross trained on the production teams duties and actively helps
• Other duties as assigned

Minimum Qualifications

• Five years’ experience in customer service (both in person and over the phone), to include at least three years' experience with insurance/lending products
• Two years' leadership experience preferred
• Associate’s degree in business, finance or related field required
• Three additional years of experience in banking/finance may be substituted in lieu of a degree
• No licenses, certifications, or registrations required
• Advanced skills in Microsoft Office (Outlook, Word, PowerPoint and Excel) & Symitar
• Five years’ experience with lending software and products such as FocusNet, Unity, ALPS, Lending 360, Allegro, etc.