Consumer Loan Processing & Quality Assurance - Military veterans preferred

Job Title: Consumer Loan Processing and Quality Assurance Manager

Department: Consumer Lending

Reports To: Vice President of Consumer Lending

FLSA Status: Exempt

Grade: 12

Summary 

The Consumer Loan Processing and Quality Assurance Manager will oversee and lead the consumer loan processing and quality assurance department. This role will be responsible for efficient, accurate, and compliant processing, funding, and post-decision execution of all consumer loans. This role also oversees the Quality Assurance (QA/QC) function and supports risk control initiatives to ensure operational excellence, file integrity, and a seamless member experience across the lending pipeline. 

Essential Duties and Responsibilities include the following. Other duties may be assigned. This job description in no way implies that the duties listed here are the only ones that the employee can be required to perform. The employee is expected to perform other tasks, duties and training as dictated by their manager.

      Loan Processing Duties

• Support indirect lending in a high-service environment, fostering long-term relationships with local dealerships while driving loan growth
• Support direct lending in a dynamic sales environment, fostering long-term financial relationships with members while driving loan growth. 
• Oversee all aspects of consumer loan processing and disbursement, including document validation, system setup, disbursal scheduling, and funding accuracy.
• Maintain the Credit Card Servicing and reporting system. 
• Partner with Underwriting and Loan Officers to clear stipulations and prevent processing bottlenecks.
• Assists with developing strong relationships with internal and external members to ensure continued financial partnerships.

Quality Assurance (QA/QC) Duties

• Supervise pre-funding and post-funding loan reviews for accuracy, compliance, and policy         adherence.
• Identify opportunities for improving loan servicing processes, implement best practices, and recommend enhancements. 
• Track and report QA findings, error rates, and training opportunities to department leaders.
• Troubleshoot and escalate complex issues to senior management if necessary.

Benefits Duties

• Continuously enhance knowledge of regulations, procedures, and compliance related to member services and loans including BSA, Red Flags, UDAAP, Lending Policies, Lending and Matrices.
• Troubleshoot and/or escalate complex issues to manager or appropriate business owners, while exercising independent judgement and decision-making.
• Collect, sort, analyze, and report department specific data to identify performance trends and potential process improvements. 
• Work in conjunction with management to minimize findings from various internal and external auditors and examiners.

Department Manager

• Participate in budget process and actively administers the department’s budget accordingly
• Work in conjunction with senior management to develop department strategic plan, budget and policies in relation to the overall goals of the Credit Union
• Work in conjunction with senior management to correct and minimize findings from various internal and external audits and exams to maintain high compliance standards
• Make recommendations regarding process improvements, assign specific tasks, and project, and establish departmental goals consistent with overall Credit Union strategic initiatives
• Act as a primary liaison with third party vendors and assist with vendor management, including but not limited to, collecting due diligence and monitoring vendor performance and cost 

Supervisory

• Responsible for the direct supervision, hiring, training, development, timecard, performance reviews, huddles, and one-on-one coaching meetings of department staff.
• Mentor, coach and train employees in a psychological safe environment
• Foster an environment that attracts and retains a competent workforce.
• Monitor and analyze staff performance including, quality of service, transaction volume, errors, and member wait time. Uses this information to make appropriate staffing and service recommendations.
• Review and recommend process changes to increase efficiency and better serve the member
• Assist manager to correct and minimize findings from various internal and external audits and exams to maintain high compliance standards
• Participate in community and RGCU outreach/events
• Act as a back up to staff when needed 

Member Service

• Come to work every day with a focused, passionate, and dedicated mindset.
• Approach every member’s situation from a caring, helpful, and open-minded position.
• Proactively approach issues and offer creative solutions that will make doing business with RGCU easier.
• Assists in any other areas as directed by the Consumer Lending Manager, AVP, Consumer Lending, Senior Management and/or President/CEO.
• Review all loan applications for Red Flags according to BSA and Identity Theft Red Flag procedures.
• Report all suspicious activity to the Risk Management department via the compliance group email.

Supervisory Responsibilities                  

Directly supervises the Consumer Lending Support Department. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable lows. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; processing timecards; creating and managing schedules.

Competencies                  

To perform the job successfully, an individual should demonstrate the following competencies:

Administration - Gives attention to those areas of responsibility that are of an ongoing nature. Following up on problems and decisions. Maintains control over areas of accountability. Keeps own areas of responsibility and all associated procedures functioning smoothly over an extended time.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals and complies with all Federal and State compliance policies

Decision-Making and Judgement - Collects and evaluates all relevant information prior to making job-related decisions. Presents well-considered alternatives when making recommendations. Makes decisions in a timely manner. Communicates with all affected parties prior to implementing decisions. Maintains appropriate, professional boundaries with all peers, subordinates, supervisors, managers, vendors, and guests. Understands what appropriate, professional boundaries are and models these boundaries to others.

Innovation and Change - Initiates change when necessary. Takes action quickly to correct or prevent problems. Generates ideas and creative solutions. Shows enthusiasm for new ideas, programs, and procedures.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                  

Experience- 5 to 10 years related experience.

Education- 2-year degree or completion of specialized course of study OR 5 years related experience.

Language Skills                  

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.   Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills                  

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Reasoning Ability                  

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills                  

To perform this job successfully, an individual should have knowledge Symitar's; Microsoft Excel Spreadsheet software and Microsoft Word Processing software.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms and talk or hear. The employee must frequently lift and/or move up to 25 pounds. 

Work Environment 

The work environme­­nt characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Rio Grande 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, national origin, or protected veteran status and will not be discriminated against on the basis of disability.