Supervisor, Home Equity

If you are ready to join a company that truly cares about its employees our members and our community then you have come to the right place!

Summary of Role:

The Home Equity Supervisor plays a pivotal role in leading a team of professionals in executing and delivering the Credit Unions mission to benefit every member every time every day while creating an environment where the service and sales relationship is at the forefront of every interaction. This role involves managing a team of Home Equity Associates to ensure efficient and effective member satisfaction as well as maintaining operational standards. The Supervisor will also be responsible for guiding coaching mentoring and evaluating team members to achieve performance targets and uphold established service standards while providing dynamic leadership to create a productive and fun work environment.

Essential Job Functions/Responsibilities:

• Supervise a team of Home Equity Associates providing guidance support and performance feedback.

• Monitors the home equity application processing and closing queues to ensure prompt and accurate handling of applications.

• Monitor and evaluate individual and team performance to ensure it meets or exceeds individual performance metrics and Service Level Agreements (SLAs).

• Conduct regular one-on-one coaching sessions and performance reviews to enhance team members skills address areas of improvement and provide consistent high-quality member experiences.

• Conduct regular team meetings to communicate goals expectations and updates.

• Address high-level member escalations and complex inquiries providing effective resolutions in a timely manner and tracking appropriately.

• Collaborate with other departments to resolve issues and improve member satisfaction.

• Prepare and present regular reports on team performance member feedback and operational metrics to Senior Leadership.

• Utilize data to inform decisions and drive continuous improvement.

• Utilize call monitoring loan quality reviews and reporting tools to analyze trends identify areas for improvement and provide coaching to employees.

• Collaborate with other departments to address cross-functional issues and enhance overall organizational efficiency i.e. training programs.

• Maximize adoption of digital loan processing options including Application Portal email communications and other self-service options.

• Stay informed about industry developments including but not limited to regulatory changes and share relevant information accordingly.

• Work to identify process improvements that will lead to enhanced member experience and organizational efficiencies.

• Monitoring application decisions and approved-to-funded rates for individual lending specialists.

• Maintain user access with vendors and internal systems.

• Partner with vendors on updates and enhancements.

• Accurate and timely HMDA reporting in conjunction with Compliance.

• Assist with completing and presenting approval/recommendation memos to CCC and/or executive management.

• Other duties as needed.

Minimum Job Qualifications:

• Associates degree from an accredited institution or at least 3 years of relevant experience required. Bachelors degree preferred; will consider experience in lieu of degree.

• Supervisory experience within a financial institution such as a bank or credit union is preferred.

• Minimum of 5 years lending experience

• Eligibility for MLO registration on the National Mortgage Licensing System (NMLS) is required.

• Excellent problem-solving organizational analytical verbal and written communication skills.

• Demonstrated ability to lead a team using well-developed interpersonal skills by providing coaching feedback training and development.

• Strong decision-making and time management skills with the ability to manage multiple projects/duties.

• Familiarity with Fiserv and Meridian Link software solutions is strongly preferred.

• Results-driven service-oriented self-motivated and able to work independently.

• Trustworthy with the ability to maintain the highest level of integrity and trust.

• Proficiency in the Microsoft Office suite of products.

• Flexible to work a structured schedule that includes evening and weekend hours in an in-office model.

• Commitment to delivering exceptional customer service and driving continuous improvement.

Starting Compensation: $60329-$73903 annually plus a competitive benefits package.

Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.

We are an equal opportunity employer. We do not discriminate on the basis of race creed color national origin religion sex age veteran status disability genetic information gender identity or any other protected class.

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