Supervisor of MCC Consumer and Mortgage Lending

About the role

Launch Credit Union Partner with a compensation range of $59,000 - $85,000 based on experience and credentials. The MCC Consumer & Mortgage Lending Supervisor oversees the daily activities of assigned lending and mortgage staff, ensuring superior member service by resolving escalated calls, complaints, and complex account issues.

Schedule

• Monday through Thursday: 8:15 AM - 5:00 PM
• Friday: 8:15 AM - 6:00 PM
• Future schedule change: Monday through Friday, 11:00 AM - 8:00 PM

Responsibilities

• Supervise daily activities of assigned staff to ensure accurate and prompt call center loan functions.
• Review and monitor call queues and wait times.
• Ensure prompt and accurate communication between members and credit union staff.
• Assist with personnel activities, including training, performance reviews, disciplinary matters, and employee motivation.
• Ensure staff adheres to policies, procedures, and regulatory requirements for consumer and mortgage loan processes.
• Identify, research, and resolve member escalations, communicating resolutions with members.
• Complete quality monitoring of calls to determine if additional training is needed and follow up with management.
• Support staff by providing information, direction, resources, or feedback to successfully complete job responsibilities.
• Conduct regular team meetings to address current topics, questions, or concerns.
• Conduct monthly individual dialogues providing focus recognition and feedback.
• Review and create reports to complete scorecards.
• Recommend new efficiencies or procedures to improve daily operations.
• Delegate responsibilities to staff and monitor progress to ensure goals are met.
• Implement personnel activities such as hiring, training, performance appraisals, and disciplinary matters.
• Assist senior management with developing and implementing long-term and short-term business objectives.
• Develop, monitor, and maintain the department budget in cooperation with senior management.
• Assist senior management with regulatory compliance to ensure adherence to applicable laws and regulations.
• Attend educational events to increase professional knowledge.
• Support and demonstrate Suncoast’s cultural beliefs.
• Cultivate a strong team by building trust among members.
• Interpret and implement management policies for area of responsibility.
• Maintain knowledge and understanding of current trends, laws, and issues affecting area of expertise.

Requirements

• Bachelor’s degree in a business-related field, CCUE or PCUE designation (or a comparable combination of work experience and training).
• 4+ years of call center experience, preferably with a financial institution.
• Consumer and mortgage lending experience required.
• Supervisory experience preferred.
• Periodic travel required.
• Ability to work extended hours outside of regular business hours.
• Ability to prioritize tasks and manage competing priorities to meet deadlines.
• Accurate, detail-oriented, and organized with task management.
• Ability to analyze and resolve complex problems.
• Ability to maintain a high level of confidentiality.
• Good knowledge of credit union products, services, policies, and procedures.
• Good knowledge of regulatory compliance necessary for the role.
• Good knowledge of credit union computer systems and software applications.
• Strong written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and regulators.

Safe Act Statement

This position requires registration as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry (NMLS). The employee must obtain a unique identifier before engaging in mortgage loan originator activities, maintain and renew the registration annually, provide updated registration information, and share the unique identifier with consumers as required by SAFE Act regulations and Suncoast Credit Union policies.

Benefits

• Financial Well-Being: Bonus Program up to 18%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts.
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage.
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO.
• Community Involvement: Paid Volunteer Hours.
• Growth: Degree Assistance up to $5,000 per year.

Pay

$59,000 - $85,000 based on experience and credentials.

About the company

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture that celebrates growth and prioritizes the community.