Virtual Loan Center Supervisor

Job DetailsJob Location: Corporate Office - Houston, TX 77040Virtual Loan Center Supervisor  Department: Virtual Loan Center        Reports To: Virtual Loan Manager  Employment Status:  Full Time        Classification: Exempt Position Summary The Virtual Loan Center Supervisor position is responsible for assisting with Virtual Loan Center team. By assisting in leading a team of virtual retail associates, ensuring excellent member service, sales performance, and maintaining a smooth virtual experience for our members.  The Virtual Loan Center Supervisor will process and review consumer loans and Online New Account Memberships within the Virtual Loan Center department via Phone, E-Mail, web, or any other channel assigned.  Will assist the Virtual Loan Center Manager and Director Virtual Retail Center with outbound specialists. The Virtual Loan Center Supervisor will help track and update the number of calls, loan applications and monitor loan closings providing feedback and assisting the development of the Virtual Loan Center.  The VLC Supervisor will assist the Virtual Loan Center Manager or Director with New Account Opening, lending, and credit activities in the Virtual Loan Center. Duties and Responsibilities •    Lead and help supervise a team of virtual retail associates to achieve sales targets and provide exceptional member service.  •    Assist the Virtual Loan Center Manager or Director with strategies to drive virtual retail sales and increase member engagement.  •    Help support and monitor the virtual retail performance metrics and analyze data to make informed decisions.  •    Assist with member inquiries, order, and issues in a professional and timely manner.  •    Will assist with training with new virtual retail associates, providing guidance and support as needed.  •    Help the VLC Manager or Director conducts weekly sales meeting to review progress and discuss strategies align within the VLC goals.  •    Assist in monitoring specific queues within the loan and core systems and perform necessary actions to ensure timely loan closing and ensure overall member satisfaction.   •    Assist and manage daily reporting.  •    Will help with processing second reviews for the Virtual Retail team  •    Will assist his/her manager to provide the VLC feedback and help coach the staff for improvements.  •    Accurately perform credit analysis, income verification, document and prepare & present and documentation to support assisting underwriter making sound credit decisions. •    Prepare, process and fund consumer loan documents following loan guidelines and policies.  •    Process, review, and satisfy all loan conditions & stipulations as assigned by underwriter on all loan applications.  •    Review and confirm the value and condition of collateral used to secure loan. •    Ensure the financial safety, soundness and security of the credit union and its membership by completing tasks with all due diligence.  •    Assist the Virtual Retail staff on how to quote and sell ancillary loan payment protection products, these would include Gap, Vehicle Service Contracts, Credit Life, Credit disability, unemployment, and Life Proof coverage and any other coverage as determined by the credit union.  •     Help identify and create opportunities to present other credit union loan products or services by actively cross-selling & counseling members on appropriate loan and product options. •    Input and assist with accuracy of loan information in the Core System lending platform and transmit the loan application to the Lending Department. •    Prepare title work documents and gather additional supporting documentation to ensure completeness and accuracy. •    Within a call center environment answer incoming phone calls within targeted call metrics goals and designated turn times: complete outbound loan solicitation calls, loan application follows up calls and reply to various loan and account opening requests from other communication channels: i.e. (emails, text messages, direct loan referrals, chats, online loan applications or any other channel as designated by the credit union)  Member Service  •    Establish and maintain a positive and pleasant member service experience with internal and external members by facilitating open dialogue and making the other party feel valued to reach and maintain member satisfaction goals.  •    Proactively identify and recommend relevant product and service solutions to enhance and /or simplify the members’ financial life.  •    Assist with escalated member service issues, identify & resolve problems as needed in all aspects of account management, operations, member service, & work with other internal back-office departments   Quality Control  •    Assist with reviewing lending packets for completeness, accuracy and compliance with state and federal laws and procedures and credit stipulations.  •    Assist with testing any Virtual Loan Center related product & service rollouts. •    Become familiar with credit union lending and member service policies and procedures.  •    Remain current & appropriately update PWFCU’s with best practices, innovation, fraud/losses, changes. •    Playing a key role with other departments in relation to fraud detection/prevention as well as member Duties •    Comply with BSA (Bank Secrecy Act) regulations when performing all job requirements and stay abreast of updates/requirements of BSA/OFAC/CIP through completion of training courses assigned annually by supervisor. •    Perform all duties in accordance with the credit union’s external and internal service standards. •    Meet or exceed assigned new money loan dollar goals, ancillary product sales and payment protection sales goals, and new checking share and member satisfaction survey goals.  •    The Virtual Loan Center Supervisor is a critical management position within the VLC and as such an increased level of responsibilities, expectations and execution is expected and required. •    Perform other duties as assigned by VLC Manager or Director of VLC  Qualifications Knowledge •    Detailed knowledge of federal and state regulations regarding lending.  •    Thorough knowledge of risk-based lending practices.  •    General knowledge of basic lending policies. •    General knowledge of basic call center policies and telephone etiquette.  •    Knowledge of legislation, rules and regulations which apply to financial institutions including Truth in Savings, Truth in Lending, Bank Secrecy Act, and anti-discrimination legislation. •    Knowledge of consumer and residential lending practices Skills •    Excellent interpersonal, communication, and public relations skills. •    Professional appearance and attitude. •    Strong organizational skills. •     personal computer skills with Windows based software applications. •    General Sales Skills Abilities •    Excellent organizational and follow-up skills.  •    Sound decision making and judgment with attention to detail and accuracy.  •    Ability to interpret information to arrive at a solution.  •    Ability to work independently and/or as part of a team and adapt to fast-changing environments to accomplish individual and team goals and meet deadlines. •    Basic personal computer skills and proficiency in Microsoft Outlook environment. •    Ability to perform output while managing multiple tasks and responsibilities.  •    Willing and able to work remotely or onsite during afterhours occasionally, if needed. •    Ability to maintain confidentiality with member information. Experience/Qualifications  •    Two to three years of direct lending, banking, or financial sales experience in a related field. •    Lending/underwriting experience is a plus. •    Call Center experience  •    3-5-year previous sales experience is required within a retail, banking, or call center environment. •    Proven experience in retail management or member service with a focus on virtual retail operations.  •    Strong leadership skill with the ability to motivate and inspire a remote team.  •    Excellent communication and interpersonal abilities  •    Detail oriented with strong analytical and problem-solving skills. Education •    High school diploma or its equivalent is required.  •    Some college preferred, but not required.