Assistant Manager Lending Product Support

## Assistant Manager Lending Product Support Apply locations:
Sandy, UTtime type:
Full time posted on:
Posted Yesterday job requisition :
R20296#
** Please reference the schedule and minimum qualifications listed below before applying.
** If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at  option 1 or email  and every reasonable effort will be made to accommodate your needs in a timely manner.#
** Job Summary
** Assists in leading the Consumer Lending Product Support Team. Responsible for ensuring quality service while helping to achieve department and credit union goals. Facilitates team and individual team member development. Responsible for the support/operations team’s performance including service levels and KPIs. Responsible for ensuring their team is within compliance with credit union operational policies and procedures. Responsible for member, vendor, and third party experiences with the support team.#

** Job Description
** To be effective, an individual must be able to perform each job duty successfully.
* Oversees the Consumer Lending Support/Operations Team and assists in all jobs/duties this team is responsible for
* Handles escalated service issues and exhibits high decision making skills to resolve the escalated situations that are brought to them
* Serves as point of escalation for system support issues, which may include interaction with developers, vendors, or other outside parties
* Assists with managing the LOS communication plan to ensure users, stakeholders, and vendors are well-informed about new features and system updates
* Assists in analyzing support records to identify common trends and underlying problems
* Assists in/conducts regular meetings with the team, including but not limited to:
Monthly one on ones, quarterly reviews, bonus reviews, and merit increases
* Effectively and accurately performs, leads, directs and mentors Support Reps as they serve internal and external customers in accordance with established procedures
* Approves and processes good will claims up to tier 3
* Analyses/reconciles, adjusts, approves and processes all billing and refunds for the consumer lending product team
* Creates, maintains, publishes, and distributes procedures/policies and updates information following system, program and process enhancements etc.
* Partners with the Production team to facilitate training sessions related to consumer lending product knowledge and servicing
* Provide customer support for all consumer lending products
* Works on projects as an individual or as a team to enhance or improve processes, technology systems, department procedures, administrative functions and compliance initiatives.
* Updates and maintains tracking/ticketing systems or data worksheets
* Creates, produces, works, analyzes, updates and maintains various reports, data tracking spread sheets, and ticketing systems as requested
* Handles all tracking and reporting for the Support Team
* Responsible for monthly update reports on the Support Team and each team member
* Responsible for delegating work to the Support Team and tracking to ensure quality service
* Fills duties of the Operational Manager in the absence of or at the request of management
* Cross trained on the production teams duties and actively helps
* Other duties as assigned
**** KNOWLEDGE, SKILLS, and ABILITIES
**** The requirements listed are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
**** Experience
* **** Five years’ experience in customer service (both in person and over the phone), to include at least three years' experience with insurance/lending products
* Two years' leadership experience preferred
**** Education
* *** Associate’s degree in business, finance or related field required. Three additional years of experience in banking/finance may be substituted in lieu of a degree.
**** Licenses, Certificates, Registrations
**** n/a
**** Computer/Office Equipment Skills
***** Advanced…