Loan Servicing Manager

Redwood Credit Union is a not-for-profit financial institution that believes in people over profits. Our mission is to passionately serve the best interests of our Members, team members, and communities.

Sticking to that vision has made us one of the most loved financial partners in the many communities we serve. In fact, RCU is the 8th largest credit union in California-and growing.

Due to this growth, we recently completed construction on our new, 8-acre campus in Napa and are ready to welcome more than 500 valued team members!

Since 1950, Redwood Credit Union has been helping people reach their financial goals and dreams with a focus on helping others.

That people-first approach holds true for our employees, too. Our work environment is built on service and trust. It's all possible with a leadership team committed to hiring talented people and helping them develop their careers.

If this sounds like a place you'd like to be, we're eager to meet you!

Redwood Credit Union is looking for a Loan Servicing Manager who will be responsible for developing, planning, directing, and monitoring all aspects of Loan Servicing, including, but not limited to the servicing of residential, consumer, commercial and investor loan portfolios, including all DMV processing for the organizational lending units.

This position is directly responsible for development of department goals, objectives, and service level standards and the coordination of all internal and third-party audits and examinations.

This position is responsible for maintaining all loan servicing policies and procedures and ensuring the Loan Servicing department is compliant with required laws and regulations, providing superior service to Members and organizational partners.

Essential Functions

• Build and maintain a high performing team by managing, mentoring, training, and providing support and guidance.
• Create departmental goals / objectives and measure performance.
• Monitor, manage, and track all tasks in Loan Servicing to ensure quality assurance, timeliness, and compliance.
• Create, review and update policies / procedures and ensure compliance with regulations.
• Perform quality control and risk assessments as required.
• Provide high-level support and technical assistance to the Branches, Member Service Center, Financial Assistance lending departments and RCU Auto Services by focusing on ensuring the completeness and accuracy of lien perfection.
• Oversee and monitor service levels provided by Mortgage sub servicer, Dovenmuehle Mortgage. Intervene, correct, and ensure vendor is addressing root cause issues and providing superior service to Members.
• Responsible for handling escalations related to extensive and complex communication with Members, dealers, financial institutions, vendors, and the state DMV departments for problem resolution and research items.
• Assist with the management of inbound call volume from Members and branches.

Ensure excellent Member service via the Credit Union's DMV windows. Provide timely and accurate responses to requests for transfers of ownership, replacement plates and stickers, duplicate titles, and other DMV-related services.

• Oversee filing of the Uniform Commercial Codes (UCC) with the Secretary of State on collateral as required.
• Serve as point person to assist auditors by managing lending related audit functions to include coordination, review, preparation of audit materials and remediation of findings.

Leadership

• Counsel, conduct performance evaluations, train, motivate, coach, and assign duties for direct reports.
• Delegate, coordinate, and review all work to ensure quality of work, and efficient operations.
• Conduct team meetings to disseminate pertinent information and discuss procedures, policies and / or problems to ensure optimum teamwork.
• Develop and maintain written procedures for the Loan Servicing Department.
• Coach and monitor staff progress for obtaining established company and departmental goals and objectives.
• Research and resolve Member, dealer and / or team member concerns.
• Provide exceptional service to all Members, volunteers, internal team members and service providers.

Other Functions

• Perform special projects, research and analysis as required.
• Provide team member training on consumer lending topics.
• Establish and maintain relationships with key contacts in the community including volunteer centers and non-profit organizations;

participate in community events.

Minimum Qualifications : Knowledge, Skills and Abilities

• Knowledge, Skills, and Abilities
• Strong communication and presentation skills.
• Excellent interpersonal skills, with the ability to maintain credibility and engender trust.
• Thorough knowledge of all aspects of financial institution consumer lending methods, practices and services, economics, and credit dynamics, as well as laws, rules, and regulations.
• Exceptional management and leadership skills.
• Skill in the operation of a personal computer with word processing, spreadsheet, and presentation software.
• Ability to identify problems and critically think through potential solutions.
• Ability to plan, implement, and evaluate achievement of goals, objectives, and work plans.
• Ability to lead, motivate, and manage team members.
• Ability to establish and maintain effective working relationship with a diverse group of people including Board Members, regulators, Members, team members, attorneys, vendors, and other parties.
• Ability to be approachable and flexible to assist in other areas of lending as needed.
• Ability to travel 20% of time.

The ideal candidate has a combination of education and experience equivalent to a bachelor's degree in business administration, finance, or closely related field with a minimum of eight years of Loan Servicing or Loan Administration experience, and a minimum of five years managerial experience.

Base starting range : $125,000 to $165,000 annually, commensurate with experience.

Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education / training, key skills, and internal peer equity.

We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

Redwood Credit Union offers a robust benefits package to our eligible employees including :

• Competitive medical, dental, and vision insurance, mental health offerings
• Employee performance incentive plan
• Salary Advancement- Merit increase based on performance
• 401(k) program with employer match
• Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!

RCU Discounts and Perks-

• RCU employees are eligible for a .75% discount off RCU standard collateral auto loans
• RCU employees are eligible for a 1% discount on all recreational or boat loan products
• 2% discount off Visas and LOC Loans through RCU
• 0% interest on garment, fitness, or home office equipment loan of up to $500
• 100% financing for employee purchased homes!

Why work for Redwood Credit Union?

• Local financial institution, providing unparalleled service since 1950
• Recognized by Newsweek as one of "America's Best Credit Unions 2024"
• Top 5 Healthiest Credit Union in the USA, rated by Glatt Consulting
• Voted Best Places to Work in the North Bay 18 years in a row
• World-class employee engagement scores
• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate
• Recognized by Forbes as one of "America's Best Small Employers 2023"

Internal Team Members

If you are a current Team Member, please apply through the internal careers page located in RCUNET.

We are an Equal Opportunity Employer