Lending Operations Manager

Texas Trust Credit Union · Arlington, TX, USA

Role Responsibilities

This leader will coach, develop, and oversee the team. The main responsibilities of this leader will be to oversee and optimize the daily activities of the department. This role focuses on ensuring service level excellence, maintaining loan audit integrity, managing credit reporting processes, and leading the title department and auto insurance claims management. They will enhance operational efficiency, monitor and track key performance indicators (KPIs), and cultivate a culture of continuous improvement and exceptional member service by demonstrating and coaching to the Texas Trust Service Standards, and our Service Framework of Secure, Trustworthy, Caring, and Effective at all times. Ensures due diligence at all times to protect the CU and mitigate risk by adherence to compliance in fair lending regulations and TXTCU policies and procedures.

Responsibilities:

Operational Management:

· Oversee daily mortgage servicing and loan operations, accountable for coaching and development of the team to adhere to credit union lending procedures, policies, and guidelines to ensure compliance with fair lending and regulations;

· Develop, implement, track, and coach processes to enhance service levels, ensuring prompt and accurate loan maintenance, reporting, loan servicing, and follow-up are handled promptly;

· Analyses efficiencies in the workflow to ensure requests are processed timely, accurately, and within lending guidelines and laws;

· Establish and track KPIs related to loan maintenance processing times, error rates, and satisfaction service level expectations (SLA).

· Keep abreast of laws, regulations, policies, and procedures pertaining to all aspects of Consumer and Mortgage Loan Operations and Servicing;

· Collaborate with Lending Management to Identify areas for process improvement within our area and partner lending areas, increase efficiency, and recommend changes to the VP for implementation.

· Skilled at motivating the team to remain upbeat, engaged, and effectively working together as a unified team;

· Resolve complex problems or inquiries, ensuring overall compliance with government regulations and company policies;

· Responsible for hiring, training, developing, and retaining a high-performing diverse workforce;

· Orchestrate and deliver performance action plans as needed to drive SLAs, individual performance, change, and manage results for direct reports;

· Evaluate employees' performance and make recommendations to the VP for pay increases, hiring, termination, and other personnel actions;

· Responsible for the completion of monthly and quarterly reports in an accurate and timely manner to the VP of Lending Operations;

· Oversees the proper handling of all channels of communication within the department;

· Protect members and credit union by following all regulations, compliance, and due diligence;

· Complete all training as required;

· Performs all functions in the department and various duties as assigned.

Consumer and Mortgage Servicing:

· Ensure team is accurate and timely in servicing of all loan types

· Supervise operational consistency across maintenance, and adjustments

· Train and coach team to ensure no servicing errors and member impact

· Ensure compliance with all Mortgage and Consumer lending servicing rules

· Oversee and maintain accurate escrow and PMI management

· Oversee team in providing timely member communications related to mortgage servicing

Credit Reporting:

· Manage the credit reporting process, ensuring timely and accurate reporting to credit bureaus.

· Oversee and monitor resolutions to credit reporting disputes, collaborating with internal teams and external agencies as needed.

· Monitor credit reporting metrics and recommend process improvements.

Title Department Management:

· Supervise the title department, ensuring proper lien placement, title releases, and handling of title discrepancies.

· Collaborate with direct lending team to identify efficiency in title processing and minimize turnaround times;

· Partner with external vendors and internal teams to resolve complex title issues.

· Ensure collaboration with internal lending departments to create title training

Auto Insurance Claims:

· Oversee all insurance claims management, ensuring claims are processed accurately and timely.

· Responsible for ensuring team tracks, monitors, and collaborating with collections team on claims status for total losses and deficiency loan balances due to total loss;

· Supervises team to ensure CPI, GAP and ancillary product cancellations are tracked and monitored;

· Implement best practices to mitigate risk and enhance recovery efforts.

Required Experience

· Three – Five Years (3-5) years or more of experience in Mortgage and/or loan servicing industry;

· Three – Five Years (3-5) years or more of experience in a leadership/manager role;

· Three (3) years or more of customer service/call center experience;

· Three (3) years or more years of financial institution experience or equivalent education.

Skills, Education and/or Certifications Required

· A college degree or equivalent combination of education and experience;

· Mortgage Servicing background including portfolio management and report

· Escrow analysis and administration

· Must have a proven background in leadership and supervisory in Lending, Risk Management and/or Loan Servicing Support;

· Working knowledge of rules and regulations governing credit unions with an emphasis on fair lending regulations, loan servicing, and compliance.

· Goal-oriented with excellent member service skills with proven negotiation skills;

· Must present a positive, engaging, and focused demeanour with an ability to motivate a team;

· Must be a team player and effectively engage with multiple departments to support team and member;

· Effective leadership and relationship building skills with ability to effectively manage group and interpersonal conflict situations;

· Strong negotiation, interpersonal, written and oral communication skills – including statistical reports;

· Requires an organized, detail-oriented self-starter who is able to multitask and manage time effectively;

· Ability to handle multiple priorities simultaneously;

· Strong processing, analytical and problem solving skills;

· Possess a strong work ethic and team player mentality;

· Ability to manage difficult situations with little supervision;

· Highly developed sense of integrity and commitment to member satisfaction;

· Required to handle all member information confidentially;

· Ability to operate computer systems with proficiency and comfort with technology;

· Must be capable of performing in a fast paced office environment;

· Professional written and verbal communications skills;

· Ability to work Saturdays as needed.

Texas Trust Credit Union is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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