GECU
Overview
Are you passionate about making a positive impact in the community you live in? Do you want to be on the forefront of paving the way to financial freedom for the members we serve? At GECU, our Core Values drive our Culture: Advocate, Integrity, Accountable, Dedicated and Passionate. Come grow your career with an award- winning team! Responsibilities
Responsible for achieving loan production/funding by the department using effective sales processes to achieve and exceed the organization’s lending goals; responsible for revenue generation and portfolio growth. Trains, counsels and monitors the performance of the staff to ensure that the membership is being served quickly and efficiently through all Direct Lending Channels. Assists in and develops plans to improve efficiency and output of the Loan Center. Provides enthusiastic, professional and courteous service to GECU members and non-members. Performs all duties and functions of a Consumer Loan Officer or Loan Processor. Promotes a positive work environment that stimulates productivity. Ensures the department and equipment are operational and well maintained. Deploys effective queue management parameters to ensure applications move from Origination to Verifications to Processing to Funding to increase throughput and lending volumes. Supervises Loan Center personnel. Assists and directs lending representatives with lending and sales techniques through daily coaching. Understands performance management and carries out disciplinary actions, as needed, to document underperforming staff, and provides feedback to all staff. Uses problem solving techniques and analytical skills, judgment, and experience and job knowledge to solve moderate to complex issues. Assists Managers in the daily operation of Loan Center regarding monthly schedules, lunch hours, department meetings, and training, and effective resource utilization. Ensures all service level metrics remain acceptable, and takes necessary action to improve the service level. Assists in hiring, developing and retaining qualified individuals for the Loan Center area. Provides contact for employee issues including, but not limited to: scheduling, leave requests, coaching and training. Manages onsite and remote workforce and ensures that evaluations are completed and administered within appropriate payroll period. Recommends employee salary increase and when applicable, incentive bonus. Works on assigned project(s) or acts as a project liaison or subject matter expert for system enhancements, new systems and software, or ad hoc projects assigned by management. Utilizes high level lending approval authority to decision loan applications in various queues or stages of the lending process. Assists with the implementation of a sales plan to increase the quality of sales. Ensures sales referral activities occur on a daily basis at a level consistent with meeting department sales goals. Works closely with Consumer Lending Learning & Development Officers to enhance training programs and to ensure the programs are accurate and reflective of department needs. Assists with the day-to-day management of digital channel operations to include 3rd party overflow centers, mobile, internet, virtual, or other sources. Assists management with the planning and projections for department growth. Acts on behalf of management in management’s absence. Maintains professional working relationship with employees and members. Must interact with management and peers in service oriented manner. Provides department relationship with other member impact areas of Credit Union (i.e.: Branch Operations). Monitors quality of department calls; call value and relationships between delivery channels. Is well versed in the use of call monitoring software. Engages with various 3rd party vendors to ensure high performance of 3rd party systems used in the department and works to troubleshoot underperforming systems with IT resources and support. Exercises considerable discretion and judgment. Assists in the preparation of reports containing important statistical data (both historical, current, and forecast) on departmental growth, employee performance and completed loans. Ensure compliance on a day to day basis within the areas of your responsibility and ensure that employees will receive the necessary training to comply with applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC), which apply specifically to their job. Other duties as may be assigned or required in connection with the general operation of the credit union. Qualifications
CRITICAL KNOWLEDGE, SKILL AND EDUCATIONAL REQUIREMENTS: Detailed knowledge of all credit union products and services; detailed knowledge of the credit union’s procedures for maintaining member records; detailed knowledge of call center, lending and new account software; detailed knowledge of lending, new accounts and abandon rate; through understanding of the flow of transactions through the data processing system; expert knowledge of call center operations; highly skilled in sales culture, process, and techniques to achieve assigned department goals; moderate knowledge of technology use and integrations through APIs, cloud-software, FTP/SFTP, telephone tools and systems, RPA, AI, URLs, and others; basic skills such as typing, calculators, personal computer and software used in department. Ability to perform work in a fast paced environment with multiple interruptions. Ability to make decisions within policy as well as exercise good judgment outside of written policy. Capable of handling upset members in a tactful manner. Education/Experience: High school diploma (or equivalent) and three years similar or related experience, or Associates degree and one year similar or related experience. Physical requirements: Requires sitting the majority of the day, lifting up to 10 pounds, bending, squatting, twisting, kneeling and reaching above shoulder level occasionally; reaching below shoulder level frequently. Primary Responsibility
Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook. Hours and Application Details
Hours of availability: Monday- Friday: 8:00 a.m.- 7:00 p.m.; Saturday: 8:00 a.m.- 4:00 p.m.; Sunday: On call support only. Rotating schedule during these hours to meet department and membership needs. This application is valid for 12 months. After that date, unless otherwise notified, please understand that your status as an applicant will end. You may re-apply for employment in the future by completing a new application. All correspondence regarding the processing of the application will be sent via e-mail to the address provided on the application. Please ensure spam filters are set accordingly to prevent e-mails from going to the Junk Mail/Spam folder.
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Are you passionate about making a positive impact in the community you live in? Do you want to be on the forefront of paving the way to financial freedom for the members we serve? At GECU, our Core Values drive our Culture: Advocate, Integrity, Accountable, Dedicated and Passionate. Come grow your career with an award- winning team! Responsibilities
Responsible for achieving loan production/funding by the department using effective sales processes to achieve and exceed the organization’s lending goals; responsible for revenue generation and portfolio growth. Trains, counsels and monitors the performance of the staff to ensure that the membership is being served quickly and efficiently through all Direct Lending Channels. Assists in and develops plans to improve efficiency and output of the Loan Center. Provides enthusiastic, professional and courteous service to GECU members and non-members. Performs all duties and functions of a Consumer Loan Officer or Loan Processor. Promotes a positive work environment that stimulates productivity. Ensures the department and equipment are operational and well maintained. Deploys effective queue management parameters to ensure applications move from Origination to Verifications to Processing to Funding to increase throughput and lending volumes. Supervises Loan Center personnel. Assists and directs lending representatives with lending and sales techniques through daily coaching. Understands performance management and carries out disciplinary actions, as needed, to document underperforming staff, and provides feedback to all staff. Uses problem solving techniques and analytical skills, judgment, and experience and job knowledge to solve moderate to complex issues. Assists Managers in the daily operation of Loan Center regarding monthly schedules, lunch hours, department meetings, and training, and effective resource utilization. Ensures all service level metrics remain acceptable, and takes necessary action to improve the service level. Assists in hiring, developing and retaining qualified individuals for the Loan Center area. Provides contact for employee issues including, but not limited to: scheduling, leave requests, coaching and training. Manages onsite and remote workforce and ensures that evaluations are completed and administered within appropriate payroll period. Recommends employee salary increase and when applicable, incentive bonus. Works on assigned project(s) or acts as a project liaison or subject matter expert for system enhancements, new systems and software, or ad hoc projects assigned by management. Utilizes high level lending approval authority to decision loan applications in various queues or stages of the lending process. Assists with the implementation of a sales plan to increase the quality of sales. Ensures sales referral activities occur on a daily basis at a level consistent with meeting department sales goals. Works closely with Consumer Lending Learning & Development Officers to enhance training programs and to ensure the programs are accurate and reflective of department needs. Assists with the day-to-day management of digital channel operations to include 3rd party overflow centers, mobile, internet, virtual, or other sources. Assists management with the planning and projections for department growth. Acts on behalf of management in management’s absence. Maintains professional working relationship with employees and members. Must interact with management and peers in service oriented manner. Provides department relationship with other member impact areas of Credit Union (i.e.: Branch Operations). Monitors quality of department calls; call value and relationships between delivery channels. Is well versed in the use of call monitoring software. Engages with various 3rd party vendors to ensure high performance of 3rd party systems used in the department and works to troubleshoot underperforming systems with IT resources and support. Exercises considerable discretion and judgment. Assists in the preparation of reports containing important statistical data (both historical, current, and forecast) on departmental growth, employee performance and completed loans. Ensure compliance on a day to day basis within the areas of your responsibility and ensure that employees will receive the necessary training to comply with applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC), which apply specifically to their job. Other duties as may be assigned or required in connection with the general operation of the credit union. Qualifications
CRITICAL KNOWLEDGE, SKILL AND EDUCATIONAL REQUIREMENTS: Detailed knowledge of all credit union products and services; detailed knowledge of the credit union’s procedures for maintaining member records; detailed knowledge of call center, lending and new account software; detailed knowledge of lending, new accounts and abandon rate; through understanding of the flow of transactions through the data processing system; expert knowledge of call center operations; highly skilled in sales culture, process, and techniques to achieve assigned department goals; moderate knowledge of technology use and integrations through APIs, cloud-software, FTP/SFTP, telephone tools and systems, RPA, AI, URLs, and others; basic skills such as typing, calculators, personal computer and software used in department. Ability to perform work in a fast paced environment with multiple interruptions. Ability to make decisions within policy as well as exercise good judgment outside of written policy. Capable of handling upset members in a tactful manner. Education/Experience: High school diploma (or equivalent) and three years similar or related experience, or Associates degree and one year similar or related experience. Physical requirements: Requires sitting the majority of the day, lifting up to 10 pounds, bending, squatting, twisting, kneeling and reaching above shoulder level occasionally; reaching below shoulder level frequently. Primary Responsibility
Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook. Hours and Application Details
Hours of availability: Monday- Friday: 8:00 a.m.- 7:00 p.m.; Saturday: 8:00 a.m.- 4:00 p.m.; Sunday: On call support only. Rotating schedule during these hours to meet department and membership needs. This application is valid for 12 months. After that date, unless otherwise notified, please understand that your status as an applicant will end. You may re-apply for employment in the future by completing a new application. All correspondence regarding the processing of the application will be sent via e-mail to the address provided on the application. Please ensure spam filters are set accordingly to prevent e-mails from going to the Junk Mail/Spam folder.
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