• Works with Lending, Branch, and Call Center staff to achieve organizational goals.
• Maintains a successful sales environment, training staff in "Selling is Telling."
• Develops, reviews, and oversees strategies to ensure organizational service level requirements are achieved including, but not limited to:
  • Meets or surpasses all staff performance goals including Guaranteed Auto Protection (GAP), Extended Warranty, and credit life and credit disability in the Loan Call Center.
  • Meets loan and member service call center performance standards for both Consumer, Mortgage Lending and Member Services.
  • Meets quality monitoring results and feedback goals with effective coaching.
  • Provides input and recommendations for lending rates based on economic and competitor rates and terms.
  • Monitors and coordinates the discretionary and mandatory loan interest rate changes.
  • Reviews monthly loan reports with effective information to motivate staff.
  • Review applications for approvals, denials or counter offers.
  • Meet or surpass all goals for HELOCS and First Mortgages.
  • Strong underwriting skills.
• Ensures all consumer and mortgage loan policies, procedures, services, products, and documentation are up to date, meeting all state, federal, and regulatory guidelines.
• Oversees staff training and compliance.
• Establish staff training plan budgets and monitor department expenses on a regular basis.
• Completes required periodic reporting for internal use as well as for the Board.
• Maintain up-to-date knowledge of general economic conditions that may affect the credit union’s consumer and mortgage lending departments.
• Maintains a motivated, well trained staff ensuring member satisfaction levels meet or exceeds minimum acceptable levels, as well as maintaining effective employee relations throughout the organization.
• Evaluates processes and procedures to positively impact service levels provided by and to staff; presents opportunities for improvement to the appropriate personnel.
• Oversees hiring, staff development/training, and when necessary termination.
• Monitors trends relating to consumer and mortgage lending to suggest rates, product additions/deletions/changes or any other changes deemed necessary to the success of the consumer and mortgage lending department.
• Oversees member issues or requests, with a goal of addressing within a 24-hour timeframe to include, but not limited to, interviewing loan applicants, mortgage issues, resolving member complaints involving loan decisions or errors on accounts.
• Ensures that the consumer and mortgage lending teams maintain a working knowledge of the credit union’s loan procedures and policies.
• Works closely with internal audit to ensure compliance with state and federal laws and regulations set forth by the regulatory agencies and that loan documents are properly executed.
• Reviews loan audits ensuring quality and that all lending policies are followed. Review audit results with appropriate staff when applicable.
• Serves as source of escalation for all Lending and Call Center Services staff when necessary to address member, vendor, or other issues.
• Maintains a working relationship with all third-party vendors, including but not limited to, lending platform providers for both consumer and mortgage, and forms providers ensuring relationships are providing outlined contract terms and are following state and federal compliance guidelines.
• Knowledgeable of systems to handle member and employee inquiries requests including but not limited to, the data processing system, imaging system, credit reporting system, consumer and mortgage origination systems and any other operations systems.
• Works with Marketing to ensure marketing plan is being followed and embraced by all lenders.
• Works with Collections to make sure sound loans are booked and overseeing first payment defaults.
• Coordinates scheduling of Consumer and Mortgage lenders and Call Center staff to make sure members are served in accordance with Summit CU’s value proposition.
• Develops, analyzes, and completes loan reports as assigned, including, but not limited to:
  • Indirect Reporting
  • Credit Builder Auto
  • Insurance Participation Reporting
  • Enterprise Incent Fund
  • LRC reports
  • HELOC
  • Mortgages
• Oversees NMLS annual renewal and new lender registration.
• Tracks Flood Insurance as required for Home Equity loans. Collects necessary insurance documentation.
• Annually, works with mortgage originators to complete their business plan, coaching them to success, maintaining accountability if goals are not met.
• Manages the safety and security of the department in accordance with safety and security policies and procedures.
• Oversees development, testing, and implementation of new strategies, processes, and procedures.
• Provides knowledge of departmental functions, processes, policies, and procedures to appropriate staff, project teams, and Board.
• Oversees Call Center Services (Member Service Call Center and Lending Call Center) operations, monitoring applicable metrics and providing feedback.
• Supports Member Services Call Center Manager in staffing decisions, technology needs, facility issues, and other issues as necessary.
• Other duties as assigned.

• Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

• Member/Staff Service - Manages difficult or emotional member situations; responds promptly to member needs; solicits member feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.

• Leadership - Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates' activities; available to staff; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies member feedback (internal and external); fosters quality focus in others; improves processes, products and services, continually working to improve supervisory and leadership skills.

• Ethics - Treats people with respect, keeps commitments, works with integrity and ethically, upholds confidentiality, and upholds organizational values.

• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Safety and Security - Observes safety and security procedures; reports potentially unsafe conditions.
• Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent.

• Bachelor’s degree (B.A.) in Business, Management, or related field or four years related experience and/or training; or equivalent combination of education and experience.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence as well as the ability to speak effectively before groups of customers or employees of organization.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Must have the ability to compute rates, ratios, and percentages as well as the ability to create and interpret bar graphs.

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• To perform this job successfully, an individual should have knowledge of Database Software (Access); Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation Software (PowerPoint).

• Excellent communication and interpersonal skills with the ability to gain the trust of members and staff.
• Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and the ability to handle work-related stress is required.
• Friendly, courteous, service-oriented, professional, outgoing, and member service oriented.
• Remain calm and professional in stressful situations.
• Must be able to work independently and productively with minimum supervision.
• Recognize problems, identify possible causes and resolve routine problems.
• Team player with a "can do" attitude that can work in a fast-paced environment.
• Ability to establish and maintain professional atmosphere for employees, clients and members.

• Valid driver license and acceptable motor vehicle record.
• National Mortgage Licensing System.

• Able to work a flexible schedule to include various nights, weekends and holidays.
• Previous customer service experience and/or industry knowledge.
• Working knowledge of credit union or banking operations, policies and regulations.

Who We Are Summit Credit Union is a not-for-profit, full service, financial cooperative, established in 1935, serving over 300 employers with roughly 37,000 members in North Carolina. We want enthusiastic people who believe in great service, doing what's right, and having fun! Our culture inspires innovation, hard work, collaborative working relationships, and the ability to make an impact in a fast-paced and dynamic environment. Join an award-winning team committed to making a difference in people's financial lives and in the community! Our recent accolades: • Triad Business Journal 2020 Best Places to Work Finalist • Greensboro News & Record Readers' Choice “Best Credit Union in 2020” • Greensboro News & Record Readers' Choice “Best Credit Union in 2021” We’re more than just a paycheck - we offer a full-range of benefits to our employees, including, but not limited to: • Medical, Dental and Vision Insurance • No-Cost Short and Long-Term Disability • Complimentary Life Insurance • Paid Time Off and 11 Annual Holidays • Retirement Planning including a pension plan and 401k Program • Tuition Assistance • Employee Well-Being Assistance Program Summit Credit Union is an Equal Opportunity Employer.