SAFE Credit Union

Description

• Directly supervise, lead, coach, hire, review, and develop Loan Servicing employees.
• Complete periodic staffing analysis and bandwidth assessments to ensure staffing resources are fully leveraged.
• Assess and advise on departmental risks, both regulatory and reputational, as well as member and business impacts of various Loan Servicing functions.
• Develop meaningful and measurable goals that drive desired outcomes for the department and for its employees individually.
• Ensure all quarterly and annual performance evaluations are completed and provided to staff by assigned due dates.
• Oversee loss mitigation programs and processes to deliver meaningful outcomes to impacted members and reduced losses for the credit union.
• Assess and monitor all income and expense items related to the department to assist in the development of an annual team budget; manage department activities to stay within the budget; track and explain budget variances; assess accuracy and necessity of all budgetary items. 
• Complete detailed reviews of vendor invoices and assess opportunities to improve cost savings and/or improved vendor services for the credit union.
• Ensure SAFE’s programs related to Loan Servicing are in compliance with all state and federal regulations, including FCRA, MLA, and SCRA.
• Provide oversight and collaborate with other lending departments to ensure GAP refunds are issued in accordance with AB2311 requirements; lead efforts to collect refund from applicable dealerships and ensure SAFE is reimbursed for all refunds issued to members.
• Ensure all forms and procedures related to Loan Servicing functions are accurate and up to date.
• Manage departmental disaster recovery program and business impact analysis of departmental functions.
• Assess necessity, value, and efficiency of current processes, to identify and implement opportunities for improvement.
• Oversee business responses to member escalations, formal complaints, and lawsuits related to the department, updating processes as necessary to avoid legal or reputational risk and to improve member service quality.
• Assist in the onboarding of new loan investors, and development of contractual agreements with investors; develop and oversee process implementation for these programs, including investor reporting, remittance, and reconciliation.
• Oversee all aspects of loan delivery to investors, managing to contractual obligations.
• Develop training and resources to assist retail staff in servicing aspects of SAFE’s loan portfolio, as needed. 
• Utilize existing reports to track results and analyze trends; develop quality control reports, as applicable, to ensure performance of loan portfolio is in compliance with loan agreements and applicable laws.
• Provide monthly summary of department achievements and shortfalls, recognizing areas to celebrate and detailing opportunities for improvement.
• Interact well with all levels of staff, demonstrating the ability to present department results and achievements, as applicable.
• Manage lien perfection and releases on consumer and real estate loans, ensuring member satisfaction and compliance with applicable laws.
• Research, recommend, and lead department initiatives that enhance the member loan servicing experience and improve efficiency of the business.
• Manage vendor relationships, as applicable, including DMI, SAFE’s mortgage loan sub-servicer; produce periodic assessment of DMI’s performance.
• Assist Accounting in the reconciliation and application of investor and portfolio loan payments and remittances, as well as interest accrual postings and reporting. Ensure all assigned general ledger accounts are reconciled by their due date.
• Represent the department in key business decisions.
• Respond to internal and external auditors on findings related to Loan Servicing.
• Ensure accurate member credit reporting and compliance with the FCRA.
• Perform other duties, as assigned.

• Proficiency with Microsoft Office, particularly in Excel.
• Demonstrated ability to use varying types of technology (core system, lending systems, DMV, etc.).

• Excellent communication skills (verbal, written, listening skills, and empathy).
• Expert ability to build relationships with other leaders, business partners, and stakeholders.

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

• While performing the duties of this job, the employee is regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.
• The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.
• The noise level in the work environment is usually moderate.