Lending Operations Manager

Lending Operations Manager Role Responsibilities This leader will coach, develop, and oversee the team. The main responsibilities of this leader will be to oversee and optimize the daily activities of the department. This role focuses on ensuring service level excellence, maintaining loan audit integrity, managing credit reporting processes, and leading the title department and auto insurance claims management. They will enhance operational efficiency, monitor and track key performance indicators (KPIs), and cultivate a culture of continuous improvement and exceptional member service by demonstrating and coaching to the Texas Trust Service Standards, and our Service Framework of Secure, Trustworthy, Caring, and Effective at all times. Ensures due diligence at all times to protect the CU and mitigate risk by adherence to compliance in fair lending regulations and TXTCU policies and procedures. Responsibilities: Operational Management: Oversee daily mortgage servicing and loan operations, accountable for coaching and development of the team to adhere to credit union lending procedures, policies, and guidelines to ensure compliance with fair lending and regulations; Develop, implement, track, and coach processes to enhance service levels, ensuring prompt and accurate loan maintenance, reporting, loan servicing, and follow-up are handled promptly; Analyses efficiencies in the workflow to ensure requests are processed timely, accurately, and within lending guidelines and laws; Establish and track KPIs related to loan maintenance processing times, error rates, and satisfaction service level expectations (SLA). Keep abreast of laws, regulations, policies, and procedures pertaining to all aspects of Consumer and Mortgage Loan Operations and Servicing; Collaborate with Lending Management to Identify areas for process improvement within our area and partner lending areas, increase efficiency, and recommend changes to the VP for implementation. Skilled at motivating the team to remain upbeat, engaged, and effectively working together as a unified team; Resolve complex problems or inquiries, ensuring overall compliance with government regulations and company policies; Responsible for hiring, training, developing, and retaining a high-performing diverse workforce; Orchestrate and deliver performance action plans as needed to drive SLAs, individual performance, change, and manage results for direct reports; Evaluate employees' performance and make recommendations to the VP for pay increases, hiring, termination, and other personnel actions; Responsible for the completion of monthly and quarterly reports in an accurate and timely manner to the VP of Lending Operations; Oversees the proper handling of all channels of communication within the department; Protect members and credit union by following all regulations, compliance, and due diligence; Complete all training as required; Performs all functions in the department and various duties as assigned. Consumer and Mortgage Servicing: Ensure team is accurate and timely in servicing of all loan types Supervise operational consistency across maintenance, and adjustments Train and coach team to ensure no servicing errors and member impact Ensure compliance with all Mortgage and Consumer lending servicing rules Oversee and maintain accurate escrow and PMI management Oversee team in providing timely member communications related to mortgage servicing Credit Reporting: Manage the credit reporting process, ensuring timely and accurate reporting to credit bureaus. Oversee and monitor resolutions to credit reporting disputes, collaborating with internal teams and external agencies as needed. Monitor credit reporting metrics and recommend process improvements. Title Department Management: Supervise the title department, ensuring proper lien placement, title releases, and handling of title discrepancies. Collaborate with direct lending team to identify efficiency in title processing and minimize turnaround times; Partner with external vendors and internal teams to resolve complex title issues. Ensure collaboration with internal lending departments to create title training Auto Insurance Claims: Oversee all insurance claims management, ensuring claims are processed accurately and timely. Responsible for ensuring team tracks, monitors, and collaborating with collections team on claims status for total losses and deficiency loan balances due to total loss; Supervises team to ensure CPI, GAP and ancillary product cancellations are tracked and monitored; Implement best practices to mitigate risk and enhance recovery efforts.