VP, Consumer Loan Originations & Experience

We’re always looking for diverse, talented, service-oriented people to join our exceptional team. VP, Consumer Loan Originations & Experience Scheduled Weekly Hours: 40 What You’ll Be Doing Responsible for setting the strategic direction for the administration and coordination of the Consumer Loan Origination & Experience contact center division. Responsible for developing and driving improvements that enhance the consumer lending origination process and experience, as well, increase Member satisfaction and loyalty. The anticipated base pay range for this position is $200,000-$250,000, plus incentive eligibility. Collaborates with senior leadership to define and achieve the overall strategy for the consumer loan originations division, ensuring scalability, efficiency, and alignment with the credit union’s goals and objectives. Leads the design, development and implementation of strategies, leveraging contact center technologies and processes within the consumer lending origination process that enhance the Member experience, organizational growth and efficiencies. Responsible for achieving overall consumer loan objectives through the efficient delivery of competitive consumer loan products and services. Participates in the development and recommendation of overall consumer loan objectives, policies, and practices including broad consumer lending strategies and tactics. Acts as primary liaison to the branches for consumer loan origination consistency, working closely with the consumer lending operations team providing feedback for system enhancements. Partners with Member Service Experience division to ensure consistency in approach to design, measurement, and governance of contact center operations. Utilizes Member data and feedback to create solutions aimed at improving service levels, determine best practices and lead on-going improvements related to service standards. Provide feedback and effectively coach managers within the business unit on service priorities and successful implementation of service solutions. Develop and execute a comprehensive workforce management and quality assurance program, utilizing data insights to ensure a world-class Member service experience. Manages risk by defining and managing appropriate limits of authority and level of risk for consumer loan underwriters and ensures adequate understanding of the credit union’s loan procedures and policies. Maintains knowledge of competitors’ rates and terms and other trends relating to consumer lending. Stays updated with emerging technologies and trends in the call center industry. Resolves Member escalations involving loan decisions and/or account errors when necessary. Ensure the effective management of the consumer loan originations operation, use data emphasizing service delivery, operational control, and compliance with financial regulations and credit union policies. Oversee and ensure consistent use of underwriting authority by evaluating loan applications and financial data. Oversees outbound, consultation, and consumer lending services strategies. Additional Job Functions Develop and coach managers and team by establishing annual performance goals, allocating resources, setting priorities and progressing teammembers’ technical skills and knowledge. Manages division budget. Handles the most sensitive Member issues to ensure a positive Member experience and outcome. Contributes to organizational strategies and priorities as a member of Leadership team. Establishes and implements strategies that have mid to long-term (3-5 years) impact on business results in alignment with organization objectives. Appropriately identifies, evaluates, and manages risk within area and implements risk mitigation strategies and activities as appropriate. Supports credit union in overall financial objectives and Member Service goals. Establish and maintain strong working relationships with third-party vendors and sub-servicer to ensure highest level of service is provided to Members. Provides insights and recommendations as to the strength of the Credit Union’s brand and ways of enhancing them. Guides the department’s development by soliciting feedback from its internal customers and making needed improvements. Takes initiative to bring forward and implement ideas that help the credit union grow successfully. Performs other duties as assigned Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions Qualifications Bachelor's Degree or equivalent years of experience required Master's Degree preferred 7-10 years of previous experience required 3-5 years of experience in management required Knowledge, Skills, and Abilities Well-organized, efficient, detail-oriented self-starter, able to work independently. Excellent analytical ability, and the ability to conduct thorough research, interpret and understand laws and regulations, and provide workable recommendations and solutions to problems. Broad knowledge of, and practical experience with, credit union or other financial institution operating areas, functions, products and services and the laws and regulations which apply to credit unions. Ability to simultaneously handle multiple tasks and changing priorities in an efficient and effective manner. Excellent oral and written communication skills. The ability to work with all levels of management and credit union staff, as well as Members. SchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive Hiring At SchoolsFirst FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you’re excited about a position or wanting to make a career change but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on. SchoolsFirst Federal Credit Union is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. SchoolsFirst FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information. This organization participates in E-Verify. We're passionate about living our mission of providing Members with World-Class Personal Service and financial security. There's a reason we love coming to work every day. We have the privilege of serving those who build the future: school employees, and the families who make their work possible. Our success is built on our relationships with each other, our Members and the community. We value teamwork and face-to-face interactions and believe we’re at our best when we’re collaborating in-person. We also know the flexibility to work remotely benefits the wellbeing of our team. View the work location information below on the job listing that interests you. 100% on-site, 0% remote. Including those serving Members in-person at our branches. Three days a week in the office and up to two days remote. Hybrid teams coordinate on-site days to collaborate in-person. Up to 100% remote. Select individual contributor roles may be given the option to work fully remote. Not finding the right fit? Let us know you're interested in a future opportunity below, or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!