Experience Inc. Jobs

Responsibilities

SUMMARY

Supervises Lending Services Member Service Representatives (MSRs) in the Member Service Center (MSC). Responsible for overseeing the lending functions of the MSC including, but not limited to auditing funded loans, monitoring production goals, routing incoming loan applications, ensuring loan requests are completed in a timely manner and all wire processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Monitors and utilizes metrics/KPIs to direct activities of workers engaged in implementing and performing functions of the department.

Provides coaching and support to Lending Services Member Service Representatives to ensure they are meeting the expectations of their roles. This includes but is not limited to completing performance evaluations, providing one on one coaching, creating and delivering performance improvement plans.

Responsible for ensuring the department achieves departmental production and service goals.

Stays apprised of all credit union products and services and communicates changes to staff. Ensures the staff effectively cross-sells products, by utilizing the principles of The Member Advantage (TMA), AID. Inc. System.

Observes and analyzes member interactions to ensure staff is effectively following Advancial’s service standards. Completes quality assurance reviews and provides immediate feedback regarding the grading of the review and areas for improvement.

Tracks Specialty Account Representative performance and availability via reports, call monitoring, and coaching sessions.

Responsible for creating, maintaining and delivering timely communications to team members via in person and virtual methods such as daily huddles, weekly individual coaching sessions and weekly team meetings.

Provides supervisory oversight with the loan application process, completing title work, accounts openings and general questions. Assists with daily transactions and tasks as needed to ensure member service levels and team goals are achieved.

Oversees appropriate staffing daily. This includes but is not limited to creating team schedules and making changes to Lending Services Member Service Representatives daily tasks to ensure staffing does not interrupt operations.

Interview and hire staff as necessary. Oversees on the job training for new Lending Services Member Service Representatives after completion of Advancial’s formal training.

Ensures positive relationships with the branches, internal departments and external partners. Maintains a positive and caring atmosphere for members and employees consistent with the Credit Union's mission and philosophy.

Assists the Member Service Center Manager or other members of the Contact Center Management team as needed. This includes, but is not limited to providing assistance to the Member Service Center for inbound phone calls and providing training for staff.

SUPERVISORY RESPONSIBILITIES

Directly supervises the Member Service Center Lending Services team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include, training, planning, assigning, and directing work; addressing complaints, resolving problems and performing daily tasks as needed.

The base range for this position is $56,000/yr. - $69,000/yr. based on experience, plus Incentives

Qualifications

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) from four-year college or university; or two years related supervisory and lending experience; or equivalent combination of education and experience.

Overview

Founded in 1937, Advancial is one of the oldest and largest credit unions in the country. We are an established and proactive full-service financial institution providing personal, convenient and advanced financial services to individuals and select group partners. Our mission is to create lasting value for our members through superior service, quality products, and innovative solutions.

At Advancial, we always strive to provide the best service and products to our members because we love what we do. We work together to build a culture that promotes a positive employee experience. We’ve been named a Best Company to Work for in Texas for nine consecutive years and a Best and Brightest Company to Work For nationally and locally because we’re serious about building fulfilling careers and not just day jobs.

We invite you to learn more about this position and what Advancial has to offer by completing our online application.

Advancial Federal Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)

Advancial Federal Credit Union participates in the Electronic Employment Verification process. Please click here for more information. (https://www.advancial.org/Advancial/media/advancial/pdfs/E-Verify_Participation_Poster_ES.pdf)

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please complete the form below. If you’d like to view a copy of the company’s affirmative action plan, pleasecomplete this form. (hr@advancial.org?subject=Employment%20Inquiry&body=Name:%0aCity:%0aState:%0aPosition%20interested%20in:%0aPlease%20enter%20a%20message%20below:)

Job Locations US-TX-Dallas

Category Lending

Type Full-Time Regular

Location : Location US-TX-Dallas

ID 2024-1436