Supervisor of MCC Consumer and Mortgage Lending

Overview

Based on experience and credentials. Flexible work model blending in-office and remote working.

Schedule:

Monday through Friday 11:00 AM - 8:00 PM with occasional Saturday 8:00 AM - 1:00 PM.

Compensation
: $62,000 - $79,000 based on experience and credentials.

Location Type
:
Hybrid.

Position Type
:
Full Time.

The MCC Consumer & Mortgage Lending Supervisor oversees the daily activities of assigned MCC lending and mortgage staff to ensure call center loan functions are promptly and accurately performed. Key responsibilities include maintaining superior member service, resolving escalated member calls, complaints, and complex member account issues. An ideal candidate exemplifies the highest level of customer service, demonstrates leadership skills, and effectively manages performance.

• Supervises daily activities of assigned staff to ensure all call center loan functions are performed accurately and on a timely basis.
• Reviews and monitors call queues and wait times.
• Ensures communication between members and credit union staff is prompt, professional, and accurate to meet the standards of the organization.
• Assists with personnel activities such as training, performance reviews, disciplinary matters, rewarding, and motivating employees.
• Ensures staff follows policies, procedures, and regulatory requirements pertaining to all aspects of the consumer and mortgage loan process.
• Identifies, researches, resolves member escalations, and communicates resolutions with members.
• Completes quality monitoring of calls to determine if additional training is needed and follows up with management on the outcome of counseling and recommendations.
• Supports staff by providing information, direction, resources, or feedback to successfully complete job responsibilities.
• Conducts regular team meetings to keep staff informed on current topics, address any questions and concerns.
• Conducts monthly individual dialogs providing focus recognition and feedback.
• Reviews and creates reports and completes scorecards.
• Reviews and recommends new efficiencies and procedures to improve daily operations.
• Delegates responsibilities to staff and monitors progress to ensure goals are met.
• Implements personnel activities such as hiring, training, performance appraisals, disciplinary matters, and leads employees.
• Assists senior management with developing and implementing long‑term and short‑term business objectives.
• Develops, monitors, and maintains the department budget in cooperation with senior management.
• Assists senior management with regulatory compliance to ensure the credit union is in accordance with applicable laws and government regulations.
• Attends educational events to increase professional knowledge.
• Supports and demonstrates Suncoast’s Cultural Beliefs.
• Processes member requests on mortgage loan accounts, including payments, pay‑off quotes, re‑amortizations, rate reductions, waiving escrows, preparation of amortization schedules, records research, and payment corrections.
• Assists members to solve problems and find ways to save on their current mortgage payments.
• Educates members on complex subjects such as simple daily interest and how interest is applied to their mortgage, how payments are calculated.
• Performs escrow analysis: explains Tax and Insurance Account Disclosure Statement to members, review annual changes to the member’s escrow account.
• Submits requests for subordinations, partial releases, co‑borrower releases, and mortgage modification requests.
• Sets goals and objectives for team members for operational results. Assigns work, delegates responsibilities, monitors progress, hires, trains, coaches, appraises, rewards, responds to complaints, and builds trust.
• Interprets and implements management policies for area of responsibility.

• Bachelor’s degree in a business‑related field, PCUE or CCUE designation. (A comparable combination of work experience and training may be substituted for education requirements).
• 4+ years of progressively responsible experience in a call center environment, preferably with a financial institution.
• Consumer and mortgage lending experience required.
• Supervisory experience preferred.
• Per…