Lending services manager job description

Student Lending Sales & Service Manager229187Description The Student Lending Sales & Service Sr. Manager manages the day-to-day activities of a team of colleagues supporting the Student Lending business and is responsible for the professional development of the team. This colleague coaches to a customer focused and service environment that motivates teams to deliver a Simple, Fast and Hassle-Free experience. The person will lead the culture by motivating and coaching colleagues to their performance goals while ensuring the right level of service is delivered within the team. The Sales & Service Manager will also be responsible for sustaining a partnership with our key business partners (Operations, Relationship Managers, and other key stakeholders) to gain inclusion and grow a “best in class” customer centric work environment; responsible to promote and foster a positive work environment while looking for opportunities for improvement; makes prompt and sound decisions based on multiple sources of information; weighs alternatives and their potential outcomes; organizes information efficiently and evaluates impacts of decisions on the advisors' work environment; focuses on activities that will provide customers and prospects with a consistent, efficient, and quality lending experience, while supporting the Student Lending strategy to deliver The Fastest, Simplest, most Hassle free experience to our customers.
Qualifications Required:

2-4 years Call Center Management experience
3-5 years Sales leadership experience role (direct or indirect) and proven record of meeting defined success metrics.

Preferred:

5 to 7 Call Center Management Experience - Management experience related to leading a team in contact center/ operations, systems and metrics experience: and related experience in the Financial Industry (service and sales experience/consultative relationship building expertise). Understanding of how to grow share of wallet and grow the customer relationship exponentially.
7+ Financial Services - Financial Services experience; including consumer lending products, credit processes and a good understanding of the lending guidelines, coupled with the ability to effectively execute strategies and drive growth. Must have the ability to manage and motivate a team to reach and exceed assigned goals. Ability to work with line of business partners to develop and implement successful programs and inbound sales and service campaigns. Experience and confidence to be able to respond knowledgeably and confidently to management questions and requests for information. Demonstrated knowledge and success in the consumer lending landscape.
5 to 7 Leading People to Perform - Demonstrated successful leadership of people. Ability to interview, target selected process, select the team, and drive a winning performance Demonstrated results using a consultative relationship building initiative - critical thought processes and execution

Hours and Work Schedule
Hours per Week: 40 Hours
Work Schedule: 1st Shift Schedule
Primary Location: US-TX-IrvingWork Locations: TX-Irving-5221 N. O'Connor Blvd 5221 N. O'Connor Blvd Suite 900 Irving 75039Schedule: Full-time Job Posting: Oct 7, 2022, 1:26:35 PM

Commercial Banking is focused on helping our clients succeed and making a positive difference in our communities. We provide credit and financing, treasury and payment services, international banking and real estate services to clients including corporations, municipalities, institutions, real estate investors and owners, and nonprofit organizations. As active members in our communities, we offer lending, equity, training and mentorship to help power diverse businesses, expand affordable housing, support vital institutions and advance the sustainable change that our communities need now more than ever.

Wholesale Lending Services (WLS) is part of the JPMorgan Chase Commercial Bank providing lending servicing support to multiple business units across the firm and around the world. The Operation provides loan documentation; closing and funding; payment and fee processing; syndication loan trade processing; credit administration; collateral perfection and management, customer service and reporting; and construction management.
**General Summary:**

This VP level leadership role supports the largest and most sophisticated corporate loan transactions in the market. This is a fast-paced, multi-faceted, client facing role with direct contact with borrowers and lenders, in addition to a broad spectrum of internal and external business partners. The Loan Origination Manager is responsible for managing a team in charge of closing and funding new deals, amendments and restructurings on large, syndicated loans where JPM is the lead arranger/administrative agent. This role involves managing a team of subject matter experts, with responsibility for the overall performance of the team and the control environment.

**Essential Responsibilities:**

+ Manage the day-to-day workflow for the team

+ Manage all staff matters including performance reviews, training, escalations, metrics and compensation

+ Manage/approve loan activity in accordance with credit agreements

+ Read and interpret complex legal credit agreements and related documentation working with attorneys when applicable

+ Review credit agreements and other syndicated loan documents for operational feasibility and system enrichment

+ Provide information as requested by clients, business partners, middle office, or lenders

+ Provide booking recommendations and solutions to business partners

+ Monitor control reports and hold staff accountable for resolving exceptions

+ Participate and lead engagement with transformation teams and business partners to advance the group's strategic agenda

+ Deputize for senior operations leaders as necessary

+ Help develop a culture of inclusiveness, accountability and motivation

**Minimum Requirements:**

+ Multi-year experience of leading and managing operations teams

+ Experience in managing multi-tier teams and managing managers is strongly desired

+ Prefer 10 years of financial services experience, minimum 3 years bank loan experience

+ Education: Minimum undergraduate degree from an accredited university, preferably majoring in accounting, finance, economics, or mathematics. Related job and industry experience may be accepted as a substitute

+ Experience with reading and interpreting loan documentation or related experience dealing with legal documentation is preferred

+ General to intermediate accounting knowledge

+ Ability to manage concurrent assignments in an effective, efficient, and organized manner

+ Ability to work independently within a team environment

+ Excellent oral and written communications skills and strong interpersonal/client servicing skills

+ Strong analytical, problem solving and proven decision-making skills

+ Flexible working schedule with some overtime required

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

Equal Opportunity Employer/Disability/Veterans

Job Details

Job Location
CORPORATE - Denver, CO

Position Type
Full Time

Education Level
4 Year Degree

Salary Range
$91,900.00 - $114,800.00

Job Shift
Full-time

Job Category
Banking

General Purpose of the Position

Responsible for the day-to-day consumer loan operations, providing leadership, guidance, and coaching to the entire Consumer Lending department. Responsible for delivering timely and efficient consumer loans to members and ensuring lending policies and procedures are aligned with the Credit Unions risk tolerance and are in compliance with State and Federal lending laws and regulations. Coordinates and ensures appropriate staff training and adherence to policies and procedures.

Develops, reviews, and maintains clear and concise procedures that ensure regulatory compliance and mitigate risk for all department functions.

Introduces lending innovations and efficiencies as well as remains updated on new consumer products. Analyzes business needs and develops efficient processes to support member financial requests and credit union loan growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES. Responsible for quality, quantity, accuracy, and timeliness of work produced by employees

Manages consumer lending team in achieving the highest levels of member satisfaction.

Analyzes and identifies member needs and effectively promotes and cross-sells products and services that benefit the member.

Proactively generates new loans, share growth and membership business.

Ensures the safety and security of Credit Union employees, property, and member information according to Credit Union guidelines.

Responsible for establishing and maintaining effective, professional business relationships with members. Ensures members requests and questions are promptly resolved. Handles members complaints. Makes recommendations for improvements.

Provides reports and analytics as necessary to ensure the success of achieving Credit Union goals and objectives

Adherers to operational, regulatory, and security requirements while minimizing losses.

Establishes segregation of control and duties for department.

Contributes to and support a positive, highly efficient, and productive environment that values team members who have a commitment to excellence and an extremely high level of member service standards.

Acts as primary liaison between branches, and other vendors.

Ensures product and process changes are supported by the teams.

Reviews and recommends improved operating policies and procedures and ensures the proper implementation and maintenance of approved changes.

Continuously reviews ways to streamline the consumer loan processes to increase efficiency, decrease turn-times and implements approved recommendations for improvement.

Recommends enhancements and additional services to increase consumer products and member satisfaction

Liaising with Member Solutions to assist as needed on buy backs and hardship loan requests.

Manages all general ledgers for loans in process, CUDL, GAP, AFG, and GAP.

Acts as primary source of information and support for other departments and branches on issues regarding consumer loan processing, underwriting, closing, and funding.

Monitors loan pricing and other competitive factors in the marketplace; design strategic price approach to meet competition effectively given limitations set by the Asset Liability Committee.

Applies extensive knowledge of loan products in maintaining the loan core processing system specifications.

Provides excellent service by demonstrating courtesy and personal concern for members and co-workers needs and follows-up to ensure those needs are met.

Works closely with varying levels of management both internally and externally

Supervises the Member Lending Supervisors and Consumer Underwriters. Carries out managerial responsibilities in accordance with the credit union's policies and applicable laws. Responsibilities include:
Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Makes appropriate staff developmental and pay recommendations

May be required to comply with NCUA requirements and register as a Mortgage Loan Originator and keep a current registration in compliance with the SAFE Act.

Requirements

EDUCATION AND EXPERIENCE

Bachelors degree (B.A.) from four-year college or university (experience may be substituted for education), minimum five years hands-on experience in consumer origination/processing/underwriting. Candidate must have proven management experience directing consumer lending employees. Understanding and experience working in indirect underwriting and markets.

OTHER SKILLS AND ABILITIES

Ability to operate standard office machines

Knowledge of Regulation B, Regulation Z, and the indirect auto loan market.

Ability to apply oral and interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and develop cooperative relationships with all levels of people throughout the organization.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is typically required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee continually is required to talk and hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

Core Competencies

MEMBER FOCUSED

Seeks and uses first-hand member information to improve products and services. Acts with the member in mind. Is never satisfied.

COOPERATION AND TEAMWORK

Can inspire and motivate entire units or organizations. Blends people into teams when needed and leverages individuals strengths. Willing to balance support for organizational initiatives over own department needs. Can be counted on to exceed goals successfully.

DECISION QUALITY

Conveys a sense of urgency for arriving at a decision, when appropriate. Has an opinion, takes a stand. Is able to build upon others ideas and facts to form a better decision.

PROBLEM SOLVING

Seeks opportunities for different and innovative approaches to addressing problems while prioritizing urgent issues. Brings issues to closure. Challenges and supports decisions of direct reports through coaching to the best outcome.

ACTION ORIENTED

Overcomes procrastination through execution. Places a top priority on getting results.

ADAPTABLE

Embraces and drives change. Assists others through transitioning to a new state. Is self-aware of areas of opportunity and strengths.

INNOVATION

Creates an environment that encourages innovative solutions or improvements and fosters experimentation for the benefit of the members. Recognizes and rewards those who take initiative with new approaches and act in a creative manner. Assesses, manages, and takes calculated risks to achieve goals. Constantly looks for ways to improve products, processes, and infrastructure of the organization to enhance employee and member benefit. Stays abreast of current and future trends both in and outside of industry to forecast and build future business vision including on-going evaluation of future directions and associated risks.

STRATEGIC AGILITY

Thinks/plans strategically. Understands the organizations vision, mission, and goals and can articulate to others. Defines/owns vision/purpose and aligns ideas to inspire others to follow. Looks to the future and adjusts strategic actions and goals based on anticipated future state.

LEADING COURAGEOUSLY THROUGH VISION AND VALUES

Makes decisions and acts in ways consistent with our core values; demonstrates the courage to do what is right despite personal risk or discomfort. Challenges others to make tough choices. Communicates a compelling and inspired vision or sense of core purpose and makes the vision sharable by everyone.

MARKET KNOWLEDGE & COMPETITIVE MINDSET

Knows the basics of the market and business context. Aware of local and national competitors. Understands the similarities and differences of our business model to other financial institutions. Brings forth ideas