Virtual Loan Center Supervisor

Duties and Responsibilities

• Lead and help supervise a team of virtual retail associates to achieve sales targets and provide exceptional member service.
• Aid the Virtual Loan Center Manager or Director with strategies to drive virtual retail sales and increase member engagement.
• Support and monitor the virtual retail performance metrics and analyze data to make informed decisions.
• Assist with member inquiries, orders, and issues in a professional and timely manner.
• Train new virtual retail associates, providing guidance and support as needed.
• Conduct weekly sales meetings to review progress and discuss strategies aligned with VLC goals.
• Monitor specific queues within the loan and core systems and perform necessary actions to ensure timely loan closing and member satisfaction.
• Assist with daily reporting and assist with processing second reviews for the Virtual Retail team.
• Provide feedback and assist in coaching the staff for improvements.
• Accurately perform credit analysis, income verification, document preparation, and documentation to support underwriter's credit decisions.
• Process, review, and satisfy all loan conditions and stipulations as assigned by the underwriter.
• Review and confirm the value and condition of collateral used to secure loans.
• Ensure the financial safety, soundness, and security of the credit union and its membership by completing tasks with all due diligence.
• Help the Virtual Retail team quote and sell ancillary loan payment protection products, such as Gap, Vehicle Service Contracts, Credit Life, Credit Disability, Unemployment, and Life Proof coverage, and other products as determined by the credit union.
• Identify and create opportunities to present other credit union loan products or services by actively cross-selling and counseling members on appropriate loan and product options.
• Input and assist with the accuracy of loan information in the Core System lending platform and transmit loan applications to the Lending Department.
• Prepare title work documents and gather additional supporting documentation to ensure completeness and accuracy.
• Answer incoming phone calls within targeted call metrics goals and designated turn times, complete outbound loan solicitation calls, loan application follow-up calls, and reply to various loan and account opening requests from other communication channels.
• Establish and maintain a positive and pleasant member service experience with internal and external members by facilitating open dialogue and making the other party feel valued to reach and maintain member satisfaction goals.
• Proactively identify and recommend relevant product and service solutions to enhance and/or simplify the members' financial life.
• Assist with escalated member service issues, identifying and resolving problems as needed in all aspects of account management, operations, member service, and working with other internal back-office departments.
• Perform quality control by reviewing lending packets for completeness, accuracy, and compliance with state and federal laws and procedures and credit stipulations.
• Assist with testing any Virtual Loan Center-related product and service rollouts.
• Become familiar with credit union lending and member service policies and procedures.
• Remain current and appropriately update the credit union with best practices, innovation, fraud/losses, and changes. Play a key role with other departments in relation to fraud detection/prevention as well as member service.
• Comply with BSA (Bank Secrecy Act) regulations when performing all job requirements and stay updated on updates/requirements of BSA/OFAC/CIP through completion of training courses assigned annually by the supervisor.
• Meet or exceed assigned new money loan dollar goals, ancillary product sales, and payment protection sales goals, and new checking share and member satisfaction survey goals.

  Qualifications

  • Two to three years of direct lending, banking, or financial sales experience in a related field.
  • Lending/underwriting experience is a plus.
  • Three to five years of previous sales experience within a retail, banking, or call center environment.
  • Proven experience in retail management or member service with a focus on virtual retail operations.
  • Strong leadership skills with the ability to motivate and inspire a remote team.
  • Excellent communication and interpersonal abilities.
  • Detail-oriented with strong analytical and problem-solving skills.