Manager of Consumer Loan Servicing and Support

Manager of Consumer Loan Servicing and Support

Join the Advia Credit Union as a Manager of Consumer Loan Servicing and Support.

Employment Type:

Full‑Time, Hybrid

Salary Range: $79,672.81–$95,607.37 annually with an annual award opportunity based on individual and credit‑union performance.

• Medical, dental, and vision insurance to keep you and your family healthy.
• 401(k) with company match, life insurance, and disability coverage.
• Generous paid time off (PTO), paid holidays, and paid parental leave.
• Learning and development programs, plus tuition reimbursement to support your career journey.
• Free telemedicine.
• Employee Assistance Program (EAP).
• Wellness initiatives.
• Paid community action volunteer hours.
• Parental leave and tuition reimbursement available after one year of service.

Accountable for the strategic vision and leadership of the Consumer Loan Servicing and Support team that facilitates all consumer & mortgage servicing operations and serves as lending subject matter experts on PMO‑led strategic projects. Implements process improvement changes for increased efficiency of departmental operations to accommodate all servicing and regulatory requirements related to consumer lending. Works closely with internal and external stakeholders to ensure that all members receive efficient, courteous, and quality service.

This position aids efforts to meet the strategic goals of the credit union, including providing outstanding service to internal and external members as defined by living and demonstrating the core values of the credit union:
Act with Integrity, Drive Progress, Build & Strengthen Relationships, and Keep People at the Core.

• Manages team to maximize productivity, efficiency, and the potential of the human assets of Advia, including monitoring performance, coaching, mentoring, training, assuring compliance with regulatory requirements and organizational mission, values, service standards, policies, and work guidelines. Appraises performance and provides recommendations for promotion, disciplinary action, and termination, as appropriate.
• Manages the Consumer Loan Servicing function by communicating, coordinating, coaching, and reviewing direct reports to ensure outstanding member service, efficient operations, appropriate controls, and appropriate levels of productivity and effectiveness.
• Initiates projects and manages implementation that result in a reduction in expense, compliance adherence, and improved service.
• Provides aid on system conversions during mergers and acquisitions to ensure a smooth transition of loan data and positive experience for new members.
• Identifies and implements process improvement enhancements by reviewing and analyzing operational data. Monitors trends and recommends loan retention strategies and/or cost saving opportunities.
• Ensures the credit union’s professional reputation is maintained and that escalated member situations and internal staff requests/questions are promptly and courteously resolved.
• Manages the record retention strategy for consumer and mortgage loans.
• Must comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.

Experience: Five to eight years of similar or related experience, including preparatory experience. Experience in loan operations and processing. Experience in working with loan servicing data processing systems.

Education/Certifications/Licenses: A college degree.

Interpersonal

Skills:

A significant level of trust, credibility, and diplomacy is required. In-depth dialogue, conversations, and explanations with customers, direct and indirect reports, and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first‑level to middle…