Loan Services Assistant Manager, Full-Time, Hybrid Marlboro MA

About the role

Under the direction of the Loan Services Manager, the Assistant Manager will oversee the daily operations of the department and support the strategic direction of the Loan Services Department. The Assistant Manager will directly supervise the work of the Team Leaders and their respective teams, manage all loan services processes, and cultivate a positive, productive work environment.

Responsibilities

• Directly manage the daily functions of the Loan Services Department to ensure the needs of DCU members and employees are met and key performance standards are maintained.
• Oversee the successful processing of service requests and emails, including all Loan Services tasks.
• Recommend enhancements and self-service options for efficiency and to improve the member experience.
• Stay abreast of changes to regulations and ensure relevant policies and procedures are updated and communicated to appropriate staff members.
• Develop relationships with core vendors including Pega, DealerTrack, State National, Allied, First Corporate Solutions, e-Oscar, Cathedral, and related vendors to keep informed of industry enhancements and changes.
• Work with the manager to develop strategic and tactical plans for department-related projects and initiatives.
• Serve as a liaison for audit, compliance, and enterprise risk areas for relevant assessments and actively resolve findings to ensure future compliance, including Key Risk Indicator reporting and related audits.
• Communicate effectively and regularly with all team members on DCU and department-related initiatives to ensure engagement and team cohesion.
• Oversee the tracking of member complaints in accordance with Member Complaint Guidelines and work with Team Leaders to provide timely resolutions.
• Coach, develop, motivate, and supervise Team Leaders, set performance goals, and provide timely feedback through various methods.
• Oversee and/or assist in the management of projects, upgrades, and enhancements relating to Core/Host and related systems.
• Oversee the creation and maintenance of written procedures for accuracy annually or when changes are made, ensuring all Loan Services information in the Knowledge Base remains concise and accurate.
• Ensure exceptional service is provided by the Loan Services team members to members and internal customers.
• Conduct interviews and participate in the hiring of new Loan Services Team Members and Team Leaders.
• Provide documents to management regarding performance measures and project updates, including writing and delivering reviews, annual employee evaluations, and any necessary verbal or written warnings.
• Recognize performance and provide constructive feedback for the growth and development of Team Leaders and team members.
• Perform other duties as assigned.
• Actively contribute to DCU’s Success Sharing initiatives and practice DCU’s principles of People Come First; Do the Right Thing; Make a Difference.
• Maintain a high level of professionalism and respect during interactions with members, direct reports, team members, and colleagues.
• Maintain a working knowledge of and adhere to DCU policies, procedures, and all applicable regulations.
• Perform work functions with attention to detail, within established timeframes, and follow through as needed to complete tasks.
• Meet or exceed performance goals, including service level achievement, timeliness of tasks, quality of work, and service quality.

Requirements

• Minimum of two years of related work experience in a financial institution.
• Prior supervisory experience required.
• Excellent PC skills, including MS Word and Excel.
• Prior customer service experience.

Qualifications

• Excellent verbal and written communication skills.
• Ability to effectively handle multiple priorities.

Pay

Target compensation: $78,830 - $88,800.

Schedule

Monday - Friday, 8:00 AM - 5:00 PM (40 hours).

Benefits

• Traditional medical, dental, and vision coverage.
• Generous 401(k) match.
• Paid Time Off: Up to 15 days accrued in the first year, plus 40 hours of sick time and 3 personal days annually.
• Paid federal holidays.
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria).

Location

Marlboro, MA.