Job Summary Overview

The position is responsible for the consumer lending experience by leading a sales and service team that originates and processes consumer loans. This role is responsible for the growth and management of the digital lending channel to include web and phone as well as all retail branch collateral loan volume and performance. This role is focused on helping the credit union meet their Consumer Lending targets and initiatives.

Essential Job Functions

• Identifies and establishes internal and external relationships and partnerships to assist in the growth of consumer loans.
• Develops and leads a team of loan sales and member service professionals that specialize in serving members with their lending needs through remote and retail channels.
• Effectively drives consumer lending results by actively managing application response times, decision timeframes and funding times for Retail Branch, Residential Lending, Business Banking, web, phone, and directs referrals from all remote business channels in the state of Arizona.
• Effectively manages the pipeline of loans to reach a quality loan experience, pull through rates and SLAs.
• Serves as the lead for the Consumer Lending Centralized process by providing direct support for all loan products.
• Partners with Marketing to develop targeted campaigns (e.g., website, social media, email blasts, etc.).
• Oversees lending campaigns, pre-approval campaign, cross sell module, additional marketing campaigns with the focus on outreach and increased adoption.
• Provide detailed executive summaries and reports to Senior Management regarding sales visits including discussing industry trends, market impact of competitors and recommendations to improve lending penetration.
• Researches and analyzes market trends to determine how we are performing against competitors and recommends program changes or concerns to leadership.
• Professionally represent the Credit Union at community events as required and necessary for the growth the consumer lending program
• Manage team members by establishing annual performance goals, allocating resources, assessing annual performance and determining individual merit, incentive and/or promotional increases.
• Facilitates procedural and operational changes that create efficiencies, mitigate risk/improve accuracy, and improves processes/experiences for members.
• Effectively diffuses member escalations and maintain quality service levels for all consumer loans, loan protection products and Members Auto Center leads.
• Serves as the Consumer Lending representee for training initiatives in partnership with Recruiting & Training, Retail Branches, Residential Lending, Business Banking and Commercial Lending.
• Manages the Allied Solutions vendor relationship and oversee loan protection products (GAP, MBC, Debt Cancellation) with the focus on increasing penetration.
• Oversees the loan product member survey responses within Compass MLG, with the focus on analyzing trends and reports any process changes and service concerns to leadership to enhance the experience.
• Manages the Consumer Loan Incentive program. This includes ongoing monitoring and maintenance for Consumer Lending and ongoing support with Retail
• Encore Call Monitoring and Recording: Responsible to oversee call evaluations and ensure evaluation forms for all areas drive exceptional member and employee experiences. These areas include but are not limited to sales, service, equity, and retail teams.
• Oversees the Indirect Member Outreach Program to increase the adoption of products and services, deliver performance trends and opportunities to leadership.
• Oversees the Centennial and Leasing partnership and performance by working directly to enhance the overall penetration and pull through rates of the program.
• Contributes to strategic discussions by providing feedback and recommendations regarding system, processes, and sales strategies to improve experiences and results. 
• Ensures that all outgoing written communication from automated and manual sources from Consumer Lending Sales team are accurate, consistent and in line with Marketing initiatives. 
• Responsible for working with Retail and Organizational Development to create Consumer Lending training materials for new and existing Lending and Retail employees. 
• Assure the Credit Union is compliant with all laws and regulations governing consumer lending
• Performs other job-related duties as assigned.

Position Required Qualifications

Minimum Education and Experience

Required Qualifications

High School diploma or general education degree (GED) and five (5) years of experience in a financial institution with three (3) years managerial experience. Three (3) years of lending experience preferably in sales and business development. Registered MLO. 

Knowledge, Skills, and Abilities

Knowledge of PC software applications in Windows and Word required. Ability to read, write, speak, and use proper grammar in English. Ability to read, analyze and interpret technical procedures, financial reports, legal documents, and government regulations. Ability to write business correspondence in response to sensitive inquiries or complaints. Ability to communicate verbally both in person and on the telephone. Ability to speak effectively presenting information to groups of membership, management, and board of directors. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to calculate rates, ratios, and percentages. 

Licenses, Training, and Certifications Required

In compliance with the federal Secure and Fair Enforcement for Mortgage Licensing (S.A.F.E.) Act of 2008, Arizona Federal employees acting as Mortgage Loan Originators (MLO) must be registered with the Nationwide Mortgage Licensing System (NMLS). Prior to performing MLO duties, the registration process requires that applicants and/or current employees:

1.Electronically apply for registration, providing personal and employment information;

2.Submit fingerprints to the NMLS for an FBI criminal background check, and

3.Receive clearance from Arizona Federal regarding that FBI background check.

Applicants with certain criminal convictions, including but not limited to crimes involving dishonesty or fraud, or crimes involving financial services or a financial services related business, may not qualify for the MLO designation.

After successful registration, employees may perform the MLO functions. To maintain MLO registration and the ability to perform these functions, they must:

1.Renew registration on an annual basis, and

2.Update any changes to his/her registration information as needed.

The MLO’s registration and employment status will be available to the public on the NMLS Registry.

MLOs routinely handle confidential member information and have strict requirements for maintaining the confidentiality and non-disclosure of that information.

Preferred Qualifications

Financial Services Sales experience.

Hybrid Work Environment and Physical Demands

• Regularly required to stand, walk, sit, climb or balance; use hands to finger keys accurately when using calculator machines or computer keyboards; reach with hands and arms. 
• Occasionally lift and/or move up to 25 pounds. 
• Specific vision abilities required by this job include close vision, distant vision, and color vision. 
• The noise level in the work environment is usually moderate.
• Must be able to travel independently to department and branch locations. 

NOTE: The job description is intended to be generic in nature. It is not an exhaustive list of all duties and responsibilities. Requirements listed in the above qualifications and physical requirements are representative of the knowledge, skill, abilities, physical demands, or work environment required or encountered that must be met by an employee to successfully perform each duty and each function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Employees who work from home must have business operational internet to complete work tasks and communicate via video call or chat messaging systems in a dedicated workspace.