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

About the role

Under the direction of the Loan Services Manager, the Assistant Manager oversees the daily operations of the department and supports the strategic direction of the Loan Services Department. The Assistant Manager directly supervises the work of the Team Leaders and their respective teams, manages all loan services processes, and cultivates a positive, productive work environment. This includes ensuring the development, training, and coaching of all team leaders and team members, and meeting all Service Excellence standards and Key Performance measurements.

Responsibilities

• Directly manages 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
• Oversees the successful processing of service requests and emails, including all Loan Services tasks
• Recommends enhancements and self-service options for efficiency and to improve the member experience
• Stays abreast of changes to regulations and ensures relevant policies and procedures are updated and communicated to appropriate staff
• Develops relationships with core vendors including Pega, DealerTrack, State National, Allied, First Corporate Solutions, e-Oscar, Cathedral, and related vendors to keep abreast of industry enhancements and changes
• Works with the manager to develop strategic and tactical plans for department-related projects and initiatives
• Serves as liaison for audit, compliance, and enterprise risk areas for relevant assessments and is actively involved in resolving findings to ensure future compliance, including Key Risk Indicator reporting, all audits related to loan servicing, Enterprise risk assessments, risk control assessments, and self-testing
• Communicates effectively and regularly with all team members through various methods on DCU and department-related initiatives to ensure engagement and team dynamic
• Oversees the tracking of member complaints in accordance with the Member Complaint Guidelines; works with Team Leaders to provide timely resolutions to escalated complaints and reviews recommendations designed to reduce complaint volume
• Coaches, develops, motivates, and supervises Team Leaders; sets performance goals and provides feedback through call monitoring, one-on-one meetings, team meetings, department meetings, and employee performance evaluations
• Oversees and/or assists in the management of projects, upgrades, and enhancements relating to Core/Host and related systems
• Oversees the creation and maintenance of written procedures for accuracy annually or when changes are made; ensures all Loan Services information in the Knowledge Base remains concise and accurate
• Ensures exceptional service is provided by the Loan Services team members to members and internal customers
• Conducts interviews and participates in the hiring of new Loan Services Team Members and Team Leaders
• 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 for growth and development
• Actively contributes to DCU’s Success Sharing initiatives and practices DCU’s principles: People Come First; Do the Right Thing; Make a Difference
• Maintains a high level of professionalism and respect during interactions with members, direct reports, team members, and colleagues
• Maintains a working knowledge of and adheres to DCU policies and procedures related to the position as well as all applicable regulations
• Performs work functions with attention to detail, within established timeframes, and follows through to complete tasks
• Meets or exceeds performance goals, including service level achievement, timeliness, quality of work, service quality, and others as assigned

Qualifications

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

Additional Eligibility Requirements

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

Benefits

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off: up to 15 days in the first year; 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)

Pay

Target compensation: $78,830 – $88,800

Schedule

Monday – Friday, 8:00 a.m. – 5:00 p.m. (40 hours)