Consumer Manager

Responsible for organizational direct and indirect loan operations and supervision of Loan Department staff in alignment with the Credit Union's strategic goals.

Performs underwriting duties on all loan types as needed; develops staff through regular coaching sessions and implements plans for individual growth. Motivates and coaches staff to sell targeted products and services with reliable leadership and consistent follow through.

Qualified candidates should demonstrate strong proficiency in Excel and Microsoft Teams, along with management experience in mortgage, auto, or small-loan lending operations. A four-year degree is preferred.

• Develop, support, and motivate loan staff to identify all cross-sell opportunities and actively sell Credit Union products and services through daily contact with existing membership and potential members.
• Lead organizational direct and indirect loan operations, including workflow oversight, underwriting support, quality control, and issue resolution across applicable departments.
• Assist Chief Lending Officer with recommendation, development and implementation of consumer loan programs.
• Work in tandem with the Chief Operations Officer and Marketing to strategically plan product promotions and campaigns.
• Keep abreast of current general economic conditions, competitor’s rates, and changing trends that may affect the lending function.
• Keep informed of market conditions and competitive interest rates to recommend changes in the credit union’s rate structure.
• Act as a senior loan underwriter; review and issue decisions on credit applications exercising maximum loan approval authority on all loan types, including consumer, mortgage/home equity, direct, and indirect loans.
• Regularly review Loan Officer approvals and denials for soundness of decisions and overall quality of the loan portfolio as well as providing Loan Officer coaching and development.
• Conduct and document formal coaching with Loan Department staff on a quarterly basis, at a minimum, and provide lending and sales training support across multiple departments as needed.
• Support and promote the cross-selling of products in the loan portfolio.
• Provide loan staff with career development that includes educational support, identification of employee goals and objectives, and training opportunities.
• Build teamwork by exhibiting objectivity and openness to others' views, giving and welcoming feedback, fostering a positive team spirit, building morale and team commitments to goals and objectives, supporting everyone's efforts to succeed, and recognizing accomplishments of staff accomplishments.
• Prepare monthly underwriting reports and use Excel to analyze loan production, pipeline activity, underwriting trends, and sales performance.
• Conduct regular staff meetings and plan/assist/conduct monthly loan meetings with all staff involved in lending, including meetings and training conducted through Microsoft Teams when appropriate.
• Work with other department supervisors/managers toward implementation of cost effective and efficient methods to improve operations for staff and members and maintain compliance.
• Make recommendations with Chief Lending Officer on loan policy and procedure revisions.
• Complete annual reviews and recommend merit increases/promotions for loan staff.
• Assist underwriters with loan exceptions and responses to members regarding adverse actions.
• Monitor workflow of the Loan Department and organizational direct and indirect loan channels to ensure organized and timely processing of loans.
• Counsel with members and staff regarding loan decisions and various loan options.
• Ensure quality control in lending operations by various methods including regular review of reports.
• Support operations in compliance to all rule, regulations, and laws.
• Resolve escalated issues effectively.