Consumer Loan Production Manager

Description

This important role requires a passion for great member service and coaching a sales team to achieve outstanding results consistently. The Member Success (Consumer Loan Production) Manager is the direct supervisor of a team of Loan Advisors and reports to our Director of Member Success. The focus of the entire Loan Sales team is to provide efficient and excellent member service throughout the entire workflow of consumer loans, with an emphasis on auto loans. The work is fast paced, the team is fun and collaborative, and the team’s performance can lead to great incentives. A hybrid work schedule is available

Major Duties and Essential Functions

• Maintain accurate record of all sales and prospecting activities including sales calls, closed sales, and follow-up activities. 
• Lead and develop Loan Advisor team by providing 1-on-1 coaching, conducting observations of their transactions, and developing their personal skillsets for member service and sales
• Seek out, research, and propose new products and services that will help Texans Credit Union to succeed and remain competitive in the marketplace.  
• Work directly with Director of Member Success to assist in forecasting, and establish sales goals that directly align with corporate objectives
• Review and track the effectiveness of coaching by identifying core metrics and key performance indicators (KPIs) and measuring performance accordingly
• Create and maintain a strong member centric sales and service environment.
• Generate motivating sales contests and implement effectively to drive results.
• Assist in the building of sales incentive plans that reward performance and that align with company objectives. 
• Responsible for recruiting, training, motivating, developing, counseling and disciplining of employees.
• Collaborate with key departments and relevant committees to drive additional retail sales, improve the member experience, and enhance array of products and services offered.
• Work closely with lending department leadership so that both teams are working well together – maintaining a smooth and efficient application process from beginning to end.  
• Maintain detailed working knowledge of the loan origination system and its functionality. Partner with lending leaders and appropriate analysts in I.T. to improve system flow and address issues
• Ensure proper controls are in place and adhered to within the Loan Advisor Department.
• Provide oversight and direction to new hires during their OJT (on-the-job training period) with training/coaching, and during their first 90 days.
• Handle and resolve complex problems or member issues, take ownership and escalate when necessary.
• Assist in recommending, implementing and supervising the department budget
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and participating in professional societies. 
• All other duties as assigned

Positions Directly Supervised

This position has supervisory responsibilities over all Loan Advisors. Their leadership skills may also be utilized as manager-on-duty over the Relationship Advisors in the absence of their direct leader. 

Requirements

Specific Knowledge, Skills, and Abilities Required for This Position

• Commitment to Texans' EPIC values
• Demonstrate thorough knowledge of Texans’ Member Experience and Success expectations
• Ability to inspire and motivate others to achieve their best performance with a strong emphasis on member satisfaction
• Strong communication, presentation and interpersonal skills
• Strong understanding of effective selling strategies and objection handling
• Proven communication and diplomacy skills to work cross-functionally to influence others, drive results/change, and implement new processes & procedures
• Ability to affect positive behavior change and patterns
• Ability to assess development needs
• Ability to genuinely connect with others
• Excellent organizational skills and attention to detail
• Skilled at prioritizing tasks and managing time to meet deadlines
• Strong commitment to achieving positive results
• Acts with sound integrity and always protects confidentiality
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office Suite or related software

Education

• Minimum of high school diploma or equivalent;  Associate degree, professional certification is a plus 

Experience

• Minimum of 2-3 years of proven experience and success in a Sales leader/Manager of sales team, or similar role with a focus sale, member success and/or customer service 
• Preferable has 2-3 years’ experience with a financial institution, with involvement in lending and/or sales/dealership finance