Salary : $64,673.44 - $76,086.40
Location : Eugene, OR - Remote work, must live in Oregon or Washington.
OCCU is here to enrich lives. We do this by hiring tenacious, humble, and big-hearted individuals who are driven to work hard;
contribute to an outstanding member experience; support their community through volunteering and advocating for community needs and are dedicated to their own individual growth and development.
The Assistant Consumer Loan Servicing Manager assists in leading and managing collateral protection insurance and product cancellation activities, ensuring their team meets financial, operational, and service goals.
They support overall quality and continuing improvement of consumer lending by tracking and documenting issues and communicating opportunities for improvement to leadership.
Leadership :
- Hire, schedule, develop, coach and assess assigned team members which results in a highly functioning and effective organization that results in a competitive advantage of providing best in class member service.
- Develop goals for each team member which align with organizational goals.
- Oversee performance management with the guidance and assistance of Human Resources if it moves into disciplinary action.
- Encourage team members to consistently improve processes and use available resources to automate and create economies of scale when possible.
- Drive constant improvement in both Employee Engagement Scores and Net Promoter Scores.
- Play a positive role in the development and growth of assigned team members through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly effective, cross-trained staff.
Role Specific :
- Closely monitor department operating results relative to established objectives and ensure that appropriate steps are taken to correct unsatisfactory conditions.
- Demonstrate advanced knowledge of applicable laws and regulations, and OCCU policies and procedures.
- Ensure exceptional member experience by coaching and mentoring staff to provide excellent service.
- Coordinate department activities and workflows to ensure they comply with established policies and procedures.
- Support, coach and model the delivery of a highly satisfying member experience, which will include performing staff duties as needed to best serve members.
- Ensure that workloads are distributed and prioritized appropriately so that work is completed on time and that appropriate checks and balances are in place.
- Assist the manager with GL reconciliation, research and accounting items such as 1099s.
- Prepare reports to monitor staff expectations and production, as well as department volume.
- Partner with leadership to complete monthly and quarterly reports.
- Implement and maintain quality assurance measures and production metrics to ensure the efficiency, accuracy and completeness of loan servicing activities.
- Assist with document preparation for internal and external exams and audits
To thrive in this role, you must have :
- A minimum of 3 years of experience with collateral protection insurance, consumer lending or loan servicing or equivalent work experience.
- A minimum of 2 years working directly with members.
- Strong attention to detail and accuracy of work, ability to review and evaluate personal work quality prior to funding.
- Ability to work independently and as a team member while using discretion in decision making and sound judgment in problem solving.
- Above average proficiency using computer for data entry and compiling information. This includes the use of Microsoft Office suite, Adobe as well as credit union systems.
- Professional and courteous communication skills.
Associate's degree required and / or consumer lending, collateral protection insurance or loan servicing experience.
An equivalent combination of experience and education that demonstrates the knowledge, skills and abilities required for the position will be considered in lieu of the outlined requirements.
Qualified candidates for this position will have the relevant education and experience necessary to perform the essential functions and meet the minimum performance expectations for this position with or without accommodation.
OCCU offers a robust compensation and benefits package including :
- Low-cost medical, dental, and vision insurance.
- 401(k) retirement plan with employer match.
- Paid time off in addition to 12 paid holidays.
- Tuition reimbursement for eligible education and training.
- Company-paid long-term disability.
OCCU is an Equal Opportunity Employer.