The Consumer Lending Supervisor is responsible for the front line staff delivery of exceptional member service along with production and sales goals. They will supervise the underwriting staff in accordance with established policies, operational procedures and guidelines along with security safeguards. They will be instrumental in suggesting and administering procedural, guideline, product and program updates while monitoring the teams performance and decision making abilities. The Consumer Lending Supervisor is an important member of the supervisory team, directly supervising, training, and assuring quality production over the activities of staff.
Responsibilities
Develop staff through continuous coaching, training, and cross-training to ensure proficiency in all aspects of their job and to prepare them for future advancement
Plan, organize, and supervise the workflow of staff in an effort to maintain effective productivity consistent with department standards and goals
Provide timely feedback, set performance goals, review individual progress, and maintain monthly performance documentation
Conduct yearly employee performance evaluations
Respond to telephone inquiries/complaints and written correspondence in a professional and timely manner
Maintain a complete knowledge of all NWFCU products/services with an emphasis on direct consumer loan program, loan policies and loan guidelines
Support and work with all other business areas to increase their consumer loan proficiency and to ensure members are provided with quick and accurate information
Continuously look for ways to streamline the application process and increase the consumer loan approval and funding ratio's
Support lending in achieving new loan acquisition, growth, and retention goals
Develop departmental schedules to ensure adequate coverage for unexpected events, training and extended hours, ensuring a high level of efficiency and member service
Develop and mentor staff for the purposes of achieving team and personal goals
Review individual and team performance statistics
Maintain service level agreements for all channels
Work in partnership with teams across the organization to deliver on projects that improve visibility into the member experience
Proactively identify opportunities to provide product/service solutions to members
Serve as the first point of contact for all escalated member issues and concerns, with the goal of first contact resolution
Participate in organizational project teams regarding product and service development, policy and procedure changes, etc.
Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)
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Qualifications
Required
High school diploma or equivalent
Minimum 5 years of consumer lending underwriting experience
Hybrid remote work
Ability to maintain confidentiality
Ability to collaborate
Accuracy and detail-orientation
Effective oral and written communication skills
Effective sales techniques and problem solving skills
Ability to work under critical time constraints with a high sense of urgency
Ability to interact effectively with all levels of the organization and/or with members
Ability to work the hours of M-F 8am - 4:30pm and occasional Saturday's 9am - 1pm
Preferred
Previous leadership experience
Additional Compensation
Northwest Federal offers a comprehensive and inclusive benefits program, which includes medical, dental and vision plans for you and your family, 4 weeks paid vacation, 12 paid holidays, 24 hours of paid volunteer time, parental leave, company paid disability and life insurance, and a generous 401(k) plan with up to 7% employer match.
EEO Notice
Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.
NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or HRDepartment@nwfcu.org.
