About this role
As the AVP Lender by Phone, you will provide leadership for the Credit Union's Lender by Phone (LBP) team, ensuring exceptional member service, loan quality, lending performance, regulatory compliance, and operational excellence within a high-volume consumer lending environment. You will oversee daily operations, performance management, coaching, and development for the team, while leading consumer lending programs, processes, and initiatives.
As a subject matter expert in consumer lending, you'll partner with cross-functional departments to drive loan growth, enhance the member experience, and improve efficiencies - continuously evaluating and enhancing lending procedures and technology to remove barriers to success.
As the AVP Lender by Phone with CFCU, you will:
• Lead team performance. Provide leadership and oversight for the Lender by Phone team, including planning, staffing, and operations, and establish performance expectations, goals, and coaching to drive results.
• Optimize workflow and service delivery. Implement and continuously improve workflow processes that support efficient, accurate, and timely loan applications, while monitoring call volumes and staffing to ensure prompt service.
• Coach and develop the team. Coach and develop team members to improve lending expertise, service performance, and cross-selling effectiveness, and facilitate training on lending and service excellence.
• Track and report performance. Establish, track, analyze, and report departmental performance metrics, productivity measures, and member service goals, communicating emerging risks and opportunities to leadership.
• Resolve complex lending issues. Interact directly with members to resolve complaints and complex lending issues and provide guidance on challenging loan transactions while fostering employee development.
• Drive innovation and collaboration. Assist in developing and enhancing consumer loan products and programs. Work closely with cross-functional teams on projects and process improvements.
We are looking for a combination of:
• Bachelor's degree in related field, or equivalent combination of education and experience.
• Seven or more years in direct consumer lending required, ideally with some within a credit union environment.
• Three years of supervisory experience required.
• Experience working in a call center preferred.
• Strong knowledge of products and services offered.
• Strong analytical skills to assist in monitoring and enhancing performance.
• Effective written, verbal, and interpersonal communication and presentation skills.
• Proven ability to manage change and resolve conflicts, with excellent problem-solving and critical-thinking skills.
• Strong Microsoft Office experience, including Word, Excel, PowerPoint, and Outlook.
• Have or be able to obtain a Nationwide Mortgage Licensing System (NMLS) number.