The Loan Servicing Lead supports the Credit Union’s Purpose, Vision and Values We Embrace.  This role will oversee the teams loan servicing tasks and will ensure timely completion & delivery of team deadlines and commitments. Will assign tasks, monitor progress, and address all issues that arise along with escalated complaints. Additionally, will handle complex duties within Loan Servicing including tasks such as: DMV title issues, insurance, mortgage servicing and payment processing. Responsible for the process development and documentation, contributing to the refinement of procedures for optimal efficiency and effectiveness. In the absence of the Loan Servicing Manger, will act in a leadership capacity to effectively manage day to day operations. Must lead by example and promote a culture of excellence to contribute to the success and growth of the Credit Union.

Member Service

• Provides exceptional member service by proactively communicating with internal and external customers, resolving complaints, and tracking issues to ensure the best member experience. Communicates outstanding requests, issues, and complaints to manager.
• Responsible for team members continuity of service excellence and achievement of individual, team and organizational business goals and that supports Loan Servicing goals.
• Responsible for conducting testing of core system updates and releases, providing necessary system overrides for the Loan Servicing department.
• Collaborates closely with Marketing and Compliance departments on required statement updates, communicating changes to third-party vendors, and ensuring quality control prior to statement approval. Resolves any issues found by communicating with departments and third-party vendor.
• Responsible for researching and implements process streamlining initiatives, updates, and creates loan servicing policies and procedures to enhance departmental efficiency.
• Responsible for managing workflow to effectively meet deadlines, setting priorities and organizing workloads to optimize departmental time management.

Quality Control

• Performs quality control of daily loan servicing functions ensuring compliance with policies, procedures, and guidelines and addressing any issues promptly.
• Responsible for preparing monthly and weekly loan servicing updates for key performance indicators (KPI) and key risk indicators (KRI), providing them to management by set deadlines.
• Performs and oversees the servicing functions on employee loans processed timely and accurately. Communicates changes and other sensitive information with confidentiality.

Lead Responsibilities

• Responsible for modeling the following attributes: leadership, service excellence, cultural values and commitments. Aligns responsibilities with the company’s strategic roadmap, purpose, vision, strategic themes and objectives, and digital-first mindset.
• Coordinates work for others and will provide direction for the loan servicing team on a daily basis with oversight from Loan Servicing Manager. Provides support with interviewing, coaching and training employees; planning, assigning, and directing work.
• Acts as the Subject Matter Expert (SME) for special projects, which may involve training, planning, and directing work tasks.
• Handles escalated calls, providing feedback to management on performance assessment, addressing complaints, resolving issues, assigning tasks, problems solving, completing and assisting with complex transactions, and explaining policies and procedures to loan servicing staff.
• Oversees and guides Loan Servicing staff, ensuring completion and accuracy through the utilization of various reports and monitoring tools such as advanced due date report, auto paid report and reconveyance report, vehicle paid off report, other loan servicing related reports.
• Supervises Mortgage Servicing functions including, but not limited to Investor Cash Remittances, Investor Reporting, Real Estate Loan Payoffs and Demands, Subordinations, Mortgage Index Rate updates, ARM Notices, Tax Service set-up/cancellation, Reconveyances, Verification of Mortgages, Escrow Disbursements, Mortgage Fundings, Member Business Loan and Participation Loan processing. Ensuring accuracy and compliance in each area.
• Directs DMV Servicing functions including, but not limited to title perfecting, title release, various registration, and title changes. Communicate with DMV office and travel to DMV office, as needed. Ensuring accuracy and compliance in each area.
• Oversight of Insurance Servicing functions including, but not limited to GAP, MBP, Credit Protection and CPI administration and insurance claim filing. Ensuring accuracy and compliance in each area.
• Manages Payment Processing functions including, but not limited to lockbox payment processing, manual postings, payoffs, payoff overages, payment adjustments, re-amortizations and return items. Ensuring accuracy and compliance in each area.
• Responsible for facilitating training for new employees and cross-training for current staff members and ensuring competency across all loan servicing functions and provides recommendations for staff training needs.
• Other servicing duties include but are not limited to review of Loan Servicing reports for quality control, general ledger reconciliation, coordinating internal and/or external audits, facilitates supply ordering as necessary, and review and payment of billing invoices.
  Performs well under pressure.

Compliance

• Ensure servicing standards and practices are in compliance with all Federal Regulation Guidelines.
• Adhere to company policy and procedure, complete annual compliance training, comply with business continuity and vendor management policy. These are crucial to the success of the organization and have regulatory compliance and/or safety and soundness for the sustainability of the credit union.
• Comply with all Anti Money Laundering laws such as the Bank Secrecy Act, OFAC and USA PATRIOT Act and all related policies and procedures including accurate Member/Customer Identification Program, member due diligence, accurate OFAC match processing, and reporting unusual activities and suspected fraud.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES
Supervisory responsibilities in the absence of management only. Responsibilities include ability to perform opening/closing procedures and as well as override authority within assigned limits.

EDUCATION and/or EXPERIENCE

High school diploma or equivalent. 5 years of Loan Servicing Experience is required. Must have working knowledge of all consumer and real estate loan products, policies, procedures, services, and delivery methods.   Minimum one year of lead or supervisory experience is required. Knowledge of credit union loan products and applicable policies and standards and understanding of government regulations and legal requirements involving loan servicing are required.  Experience in Loan Servicing areas Mortgage Servicing, DMV and Insurance is required.

OTHER QUALIFICATIONS

To perform this job, the employee must possess strong interpersonal skills, good phone and e-mail etiquette, a professional presentation, and a high degree of personal initiative. Must possess strong creative skills and good writing skills.  Must be able to establish and maintain effective working relationships with a diverse group of people including vendors, co-workers, staff, and other Credit Union employees, Ability to effectively work in a collaborative, inclusive team environment is required. Must provide superior member service to both internal and external stakeholders. Representing the Credit Union with professionalism and responsiveness, will foster teamwork across departments and throughout the organization. Must be able to work during regular business hours and occasional nights or weekends to meet deadlines, and work with minimal supervision. Must be able to work in office based on business needs and management discretion.

TECHNOLOGY PROFICIENCY
To perform this job, the employee must possess applicable technology skills and demonstrated expertise. The requirements for this job include the ability to use Word for Windows, Excel, PowerPoint, and other Microsoft Office applications, as well as the ability to learn new applications quickly; requires general knowledge of network and database use.

BluPeak Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.  Employment may be contingent upon BluPeak Credit Union’s receipt of an acceptable and job-related background check, drug screen and credit check, as applicable and permissible by law. BluPeak Credit Union is committed to working and provide reasonable accommodation to applicants with physical, mental disabilities and sincerely held religious beliefs. For more information, contact Human Resources.

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