Consumer Loan Servicing Team Lead

This position is hybrid and will require working in our Upper Marlboro, MD location 1 to 2 days per week. You must reside in Maryland, Washington DC or Virginia.

NASA Federal Credit Union is in search of a Consumer Loan Servicing Team Lead to assist the Consumer Loan Servicing Manager with daily operations of the department and mentors Loan Servicing representatives (LSRs) I-III. The Consumer Loan Servicing Team Lead II will provide assistance and acts as the information resource for LSRs I-III. This position will resolve account issues and handles escalated member contacts, as well as participate in all LSR I-III duties and responsibilities as needed.

It will maintain a thorough knowledge of regulations and compliance related to consumer servicing and the associated internal policies and procedures. The CLS Team Lead II will deliver exceptional customer service via telephone, mail, and email, including assisting members with NASA FCU lending products and services. This position will maintain accurate data in the loan servicing systems for consumer loans as well as acts as a member and branch liaison for all consumer loan transaction-related questions, while identifying system and workflow improvements to enhance the team's efficiency and recommends updates to management.

The CLS Team Lead II will complete special projects as assigned and prepare and present reports, while working in a fast‑paced environment and manages multiple priorities while meeting deadlines.

• Remains cognizant of and adheres to Credit Union policies and procedures, and regulations pertaining to the Bank Secrecy Act.
• Complies with applicable federal, state and local laws and regulations.

• Acts as a positive role model for all LSRs by demonstrating appropriate behaviors regarding professionalism, dress code, attendance, and most importantly a consistent sense of urgency in providing exemplary member service.
• Acts as the first level of assistance/contact for LSRs I‑III issues.
• Assists with vendor system(s) based updates/release projects; participates on core system updates/release projects for Consumer loan products (lines/loans).
• Possesses thorough knowledge of all Credit Union loan products and services.
• Recommends ways to streamline processes and improve member service based on observations and feedback from LSRs and members.
• Assists with new employee training on Consumer Loan Servicing processes.
• Conducts monthly Individual Dialogs with LSRs I‑III and reviews with Consumer Loan Servicing Manager.
• Assists the Consumer Loan Servicing Manager with the preparation of performance appraisals for LSRs I‑III and may attend subsequent meetings.
• Communicates with 3rd party vendors being used by Consumer Loan Servicing as needed.
• Assists with tests and reviews of software updates applicable to department processes and/or support department and corporate projects.
• May also be responsible for all or part of the duties of the Consumer Loan Servicing Representative I, II and III.
• May be in training to learn the job duties of the Consumer Loan Servicing Team Lead II position.

• Monitors the daily workload of LSRs and recommends adjustments to ensure adequate coverage is in place.
• Performs detailed quality checks and associated output of work to ensure processes are being maintained and completed on time.
• Creates and modifies reports to support department processes.
• Works with management to ensure system and product changes are updated according to changing department needs, volumes, and regulatory changes, as required.
• Assists LSRs with decision making and troubleshooting complex requests.
• Conducts regular refresher training sessions.
• Researches and resolves accounting inquiries.
• Follows up on various system exception reports to validate data integrity and compliance.
• Leads or supports department level projects as assigned.
• Acts as a back‑up for all duties of the Consumer Loan Servicing Team Lead I position.
• May also be responsible for all or part of the duties of the Consumer Loan Servicing Representative I, II and III.

• Two+ years…