Assistant eLending Manager

U.S. Eagle Federal Credit Union is a local not-for-profit, very for-people place. We are a place that quietly does the right thing in a world that can't stop talking about doing just that. At U.S. Eagle, you can make a big impact and help us create a world where people matter more than profit. At U.S. Eagle, you can make a big impact and help create a world where people matter more than profit. The Assistant eLending Manager will make a big impact by mentoring and developing the eLending staff with consistent exceptional member experience.

We value our employees and offer generous benefits as a way of thanking our staff for their hard work and dedication to our members and our community.

• Medical, dental and vision insurance is available the first of the month following date of hire.
• Company paid basic life, short-term disability and long-term disability insurance.
• 401(k) retirement benefit that includes a company contribution and match.
• PTO Accrual (15 days off in the first year of employment).
• Paid federal holidays and paid birthday day off.

These are just a few of the great benefits our employees enjoy! For more detailed information please visit our Career Opportunities page and click the Benefits tab.

Essential Functions & Responsibilities:

• Supervise, develop, motivate, and coach eLending staff to deliver outstanding member experience consistent with the Credit Union’s SOUL values: Sincerity, Objectivity, Urgency, and Learning.
• Performs observations of member interactions remotely and provides timely 1:1 coaching and monthly development to the eLenders. Coaching will follow the SOUL framework.
• Prepare and deliver performance evaluations and disciplinary discussion forms.
• Facilitate on-the-job training and provide support as part of the new employee onboarding program.
• Supports the eLending team with all operational needs and support.
• Handle escalations objectively with a high degree of problem solving and member retention skills. Report any complaints regarding a legal matter, claims of discrimination, law/regulation, deceptive/abusive treatment, or any requests for refunds over $1000.00 to compliance. Follow procedures for virtual account maintenance, including but not limited to all regulatory compliance.
• Scheduling of the eLending team while focusing on supporting our members to ensure we meet SLAs for phone and online queues.
• Plan and facilitate bi-weekly meetings and/or huddles to ensure communication of department and/or organizational changes are communicated effectively.
• Evaluate processes and procedures to identify any inefficiencies and make recommendations to senior management for improvement.
• Assist the eLending Manager with reporting on monthly KPIs.
• Opportunities for development through additional tasks as assigned.

Experience: Three years to five years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Physical Requirements: The employee is regularly required to sit, use hands to finger, handle, or feel, reach with hands and arms, talk and hear. The employee is occasionally required to stand, walk, balance, stoop, kneel, or crouch. The employee must occasionally lift and/or move up to ten (10) pounds. Specific vision abilities required by this job include close and far vision, color vision, and ability to focus.

Work Environment: The noise level in the office work environment is typically moderate.