Virtual Loan Center Supervisor

Position Summary

The Virtual Loan Center Supervisor position is responsible for overseeing the Virtual Loan Center team. This includes leading a team of virtual retail associates to ensure excellent member service, sales performance, and a smooth virtual experience for our members. The supervisor also processes and reviews consumer loans and Online New Account Memberships within the Virtual Loan Center department via Phone, E-Mail, web or any other channel assigned.

Duties And Responsibilities

• Lead and supervise a team of virtual retail associates to achieve sales targets and provide exceptional member service.
• Develop and implement strategies to drive virtual retail sales and increase member engagement.
• Maintain and exceed queue performance goals within the Virtual Retail Center.
• Assist with member inquiries, orders, and issues in a professional and timely manner.
• Collaborate and cross-functional teams to improve virtual retail operations and enhance the member experience.
• Train and onboard 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 overall member satisfaction.
• Manage and track daily reporting.
• Process and review loan applications for completeness, creditworthiness, and make loan recommendations to applicants based on established loan policies, procedures, and guidelines.
• Provide feedback and assist in coaching the staff for areas of improvement.
• Accurately perform credit analysis, income verification, document preparation, and documentation to support underwriter's sound credit decisions.
• Prepare, process, and fund consumer loan documents following loan guidelines and policies.
• Process, review, and satisfy all loan conditions and stipulations as assigned by underwriters on all loan applications.
• Review and confirm the value and condition of collateral used to secure loans.
• Promote, quote, and sell ancillary loan payment protection products such as Gap, Vehicle Service Contracts, Credit Life, Credit Disability, Unemployment, and Life Proof coverage and any other coverage 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 ensure accuracy of loan information in the Core System lending platform and transmit the loan application 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: i.e. emails, text messages, direct loan referrals, chats, online loan applications or any other channel as designated by the credit union.

Qualifications

• Knowledge of federal and state regulations regarding lending.
• Thorough knowledge of risk-based lending practices.
• General knowledge of basic lending policies.
• General knowledge of basic call center policies and telephone etiquette.
• Knowledge of legislation, rules, and regulations which apply to financial institutions including Truth in Savings, Truth in Lending, Bank Secrecy Act, and anti-discrimination legislation.
• Knowledge of consumer and residential lending practices.
• Excellent interpersonal, communication, and public relations skills.
• Professional appearance and attitude.
• Strong organizational skills.
• Basic personal computer skills and proficiency in Microsoft Outlook environment.
• Ability to perform high-level output while managing multiple tasks and responsibilities.
• Willing and able to work remotely and work after hours occasionally, if needed.
• Ability to maintain confidentiality with member information.
• Two to three years of direct lending, banking, or financial sales experience in a related field.
• Lending/underwriting experience is a plus.
• Call Center experience of 3-5 years.
• Previous sales experience is required 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.
• High school diploma or equivalent is required.
• Some college education preferred, but not required.