Manager - Consumer Lending Sales

Manager – Consumer Lending Sales

Job Summary

The Manager - Consumer Lending Sales leads and develops the Retail Consumer Loan Officer team members and manages Retail Consumer Lending products and services offered in UFCU’s branch network. This role utilizes extensive experience and superior industry expertise to successfully develop and oversee strategies that positively influence Member service and education, maximize loan and ancillary product production, and increase operational efficiency.

This role collaborates with Consumer Lending and Retail Leadership to successfully lead, develop, and oversee Retail Consumer Loan Officers, products, and services that deliver on the Consumer Lending strategic initiatives, while ensuring the development of people. The Manager - Retail Consumer Lending Sales demonstrates UFCU core values in all work and interactions with Members and UFCU staff while providing support and direction on efficient and best practice standards. This role works collaboratively with other departmental and organizational leaders as a business partner to ensure alignment with UFCU’s vision, mission, and values. 

The Manager – Retail Consumer Lending Sales reports to the Senior Consumer Lending Sales Manager and leads the Retail Consumer Lending Loan Officer team.

About UFCU

As Austin’s largest locally owned financial institution, University Federal Credit Union is owned by, dedicated to, and always working for our Members.  Our mission at UFCU is simple: to provide for the well-being of our Members. We are proud to focus on people — not profits. We deliver fair and honest products and outstanding service, and we work collaboratively within our organization as well as our community to help Members achieve their personal and financial goals. 

Consistently receiving awards as the Top Credit Union, Top Mortgage Company, Best Places for Working Parents, Austin’s Healthiest Employer, and Gallup’s Top Engaged Workplace, UFCU is proud of its people-first culture. We value our employees as much as we value our Members.  We offer an environment where people care about each other – like family.  If you want to love what you do, make an impact in your community, and have the power to help people change their lives, we’re glad you’re here.

Essential Functions

Retail Loan Officer Team Leadership and Development

• Lead, inspire, motivate, mentor, and develop team by providing guidance and training to reach and exceed member experience service levels, and production and Member advocacy goals, while promoting UFCU’s cultural values.
• Conduct regular training sessions with Retail Loan Officers on a variety of topics (to include loan underwriting philosophy, member counseling, sales, income review, stipulations, application analysis, and loan documentation).
• Utilize leadership and motivational techniques to create and maintain a positive work environment and a high-performing, cohesive team.
• Utilize quality monitoring systems and listen to Member interactions to identify developmental needs.
• Collaborate in developing initiatives for morale building, employee retention, engagement, and reward and recognition programs.
• Serve as a role model in transparent communication, two-way dialogue, and proactive communication to the team.
• Utilize a proactive, ethical, and consultative approach to build a successful and effective team to operate according to UFCU guiding principles, providing guidance and resources and removing obstacles as needed.
• Create an environment that builds, encourages, and rewards teamwork, collaboration, and delivering business value.
• Provide team leadership based on servant leadership principles, caring for the whole person.
• Plan, monitor, and appraise job results with an emphasis on coaching, developing, and empowering employees to achieve maximum productivity. Take correction action as necessary to address performance issues.
• Help teams achieve their career goals. Ensure team members understand how to have an impact and are aware of that impact when they've made it.
• Embrace and promote a change-oriented and continuous process improvement culture.
• Help build a productive and fun team environment.
• Develop and evolve department culture that emphasizes quality, continuous improvement, and overall development.

Strategic Leadership and Collaboration

• Collaborate with Consumer Lending and Retail Leadership, and the Senior Lending Sales Manager and Director/Executive-level leaders to develop and execute sales strategy and long-term growth plans to gain market share.
• Build strong relationships across Retail and Consumer Lending in order to influence desired outcomes and achieve organizational goals.

Operations Leadership

• Market Analysis:
• Closely monitor the marketplace and identify new loan products (or enhancements to existing loan products) that would benefit UFCU Members.
• Solicit information from other institutions and vendor partners to ensure a competitive array of loan products is being offered.
• Consistently monitor current consumer loan policies and recommend changes when needed.
• Product Development:
• Work with Consumer Lending senior leadership to strategically position UFCU as the auto lender of choice in the Central Texas area through product differentiation, effective business development strategies, and branding as a top auto lending operation.
• Member Experience:
• Oversee the entire lending member experience. Report to leadership of successes and opportunities to ensure we exceed member expectations.
• Utilize Member feedback reporting and tools to analyze processes and make adjustments as necessary.
• Successfully address escalated Member issues, as needed and utilizes escalations as a method to train and develop staff.

Vendor and Contract Management

• Manage vendor relationships with service partners.
• Oversee vendor and contract management of relevant third party contractors.
• Manage and collaborate with third-party vendors, ensuring scope, quality, service levels, and key terms meet or exceed requirements.

Budget/Expense Development and Management

• In collaboration with senior leadership and other managers, establish annual budget with identification of planned expenses for new or enhanced programs and services.
• Ensure effective control of results. Take action to guarantee achievement of technology services objectives that fall within designated budget.
• Actively pursue cost improvement opportunities to reduce capital costs, operational cost, and expenses.

Other

• Adhere to all company policies, procedures and business ethics codes.
• Complete required regulatory training as assigned.
• Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to your role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.

Knowledge/Skills/Abilities

Knowledge

• Demonstrated advanced knowledge of all aspects of Consumer Lending sales and service.
• Demonstrated advanced knowledge of consumer sales techniques and strategies.
• Strong knowledge of loan origination systems and workflows.

Skills 

• Strong people and relationship skills, with an employee/member service mentality, and a high degree of authenticity, integrity, accountability, and emotional intelligence.
• Strong written, verbal, interpersonal, active listening, collaborative, and presentation communication skills, with the ability to communicate effectively with a variety of employees and audiences of varying technical expertise, with specific ability to translate detailed lending and other related information to Members.
• Strong organization skills, with the ability to prioritize with a positive and solution-oriented mindset.
• Strong analytical, problem solving, and coaching skills, with the ability to resolve conflicts and remove obstacles that occur.
• Advanced PC skills with proficiency in work processing, spreadsheets and internet communications.
• Excellent customer service skills and ability to quickly establish rapport and trust over the telephone and via email.

Abilities

• Strong ability to effectively handle any escalations or related complex Member issues.
• Demonstrated ability to be service-focused and portray positive energy and professionalism.
• Demonstrated ability to provide high touch, quality service surrounding UFCU’s values.
• Demonstrated ability to develop and maintain effective, collaborative relationships across all levels of the organization and with diverse groups.
• Ability to build rapport with other UFCU business units and create value-driven solutions within all UFCU business units and product offerings.
• Ability to work both independently and with others.
• Facilitative and collaborative team member, with openness to ideas and feedback from others.
• Ability to use good judgment and decision making skills.
• Ability to be self-motivated, with critical attention to detail, deadlines, and reporting.
• Ability to meet deadlines and handle sensitive and pressured situations.
• Ability to identify issues and help develop strategy and tactical plans for various department initiatives.
• Ability to continually seek opportunities for personal and staff ongoing professional growth and learning.
• Ability to effectively lead, manage, mentor, and develop a diverse team of professionals to ensure a positive work environment, exceptional performance, and strong retention.
• Ability to effectively lead the implementation of new lending sales initiatives.
• Ability to present ideas and thoughts in a clear, concise manner, including delivering presentations with persuasiveness and confidence.
• Ability to lead multiple initiatives.

Competencies

• Adaptability
• Building Member Loyalty
• Building Partnerships
• Communication
• Emotional Intelligence
• Focus on Results
• Influence
• Leading the Organization (Decision Making and Systems Thinking)
• Leading Others (Building a Successful Team, Coaching & Developing Others, Leading Change, Servant Leadership

Experience

Minimum Requirements

• Bachelor’s Degree. Four (4) years of relevant experience may be substituted for degree.
• Minimum of five (5) years of experience in sales.
• Minimum of three (3) years of direct or indirect team leadership and development experience.
• Experience in initiating, leading, and implementing process improvements.
• Must be bondable.

Preferred Requirements

• Minimum of five (5) years of direct or indirect experience leading and developing teams
• Four (4) years of consumer lending experience
• Bilingual in English and Spanish
• Budgetary management experience
• Credit Union or financial industry experience

Physical Demands

The physical demands described are representative of those that must be met by an employee, with or without accommodation, in order to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Frequent

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
• Employee will make extensive use of the telephone and virtual communications platforms to communicate information, requiring accurate perception of speech and clear speaking abilities.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. 

• This position is required to frequently work at UFCU Plaza and branch locations.
• This position may involve periodic stressful conditions.
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
• Public contact position, requiring appropriate professional appearance.
• Frequent computer use at a workstation up to two hours at a time.
• The noise level in the work environment is usually moderate.