About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 500,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

About the job:

Build lifetime quality financial relationships with each member by providing competitive products and excellent service.

• Oversee the handling of all requests handled by the Consumer Loan Servicing team in accordance will expectations and SLA.
• Lead the Consumer Loan Servicing team.

What you’ll be responsible for:

• Lead the loan servicing team to ensure all inquiries and requests are processed within established service level agreements and/or department goals. May personally handle escalated requests.
• Prepare, analyze and interpret reports detailing the team’s productivity & performance, and that of processes, workflows, and application volume.
• Ensure member, department, interdepartmental, dealer, or vendor inquiries or requests are responded to in accordance with all service level agreements.
• Make recommendations to improve quality, increase efficiency.
• Maintain the required level of knowledge and procedural expertise of MCU products, policies, procedures, guidelines and programs.
• Act as a lead resource before, during, and after internal & external audits, and regulatory examinations.
• May exercise underwriting authority.
• Work with members, as well as partners throughout the organization, to ensure member inquiries are handled effectively
• Maintain a 360 degree view of organization-wide policies, processes or business practices and how they affect consumer loan servicing
• Maintain excellent business relationship with all operating units to facilitate team work.
• Manage unit work schedules and staff timekeeping of accrued time.
• Update and monitor departmental procedures.
• Make recommendations to improve quality, increase efficiency.
• Prepare staff performance evaluations and disciplinary documentation as required.
• Identify staffing and training needs.
• Attend meetings and participate on committees as required.
• Serve on teams and committees to evaluate procedures, processes, business practices or workflows, and act as a subject matter expert related to loan servicing matters.
• Motivate and monitor team progress towards achieving departmental goals and service level agreements.
• Provide timely feedback, training, and coaching to staff to ensure duties are performance in accordance with

What you’ll bring:

• College degree preferred.
• Five years related experience with loan operations and indirect financing.
• Familiarity with credit bureau reports and thorough understanding of the loan process.
• Broad based knowledge of loan products, rates, and budget capacity reviews.
• Must have experience in the following:
  • Balance/payment/amortization inquiries
  • Member complaints
  • Payoff requests or loan verification requests
  • GAP/Mechanical Breakdown Protection/Credit Life/Credit Disability questions or claims
  • Collateral protection insurance
  • Collateral and lien perfection
  • Automatic payments, including payroll deduction and ACH
  • Insurance settlements
  • Credit report disputes
  • Skip A Payment requests or other loan modification requests

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following:

Results – You’ll look to achieve the best outcomes for our members. Continuously track and measure everything, and use it to always improve. Be proactive, not reactive.

Agility – You’ll remain agile in your decision making, planning, and delivery; using curiosity and creativity to see situations from all perspectives.

Integrity – You’ll act professionally and positively. Build trust, be upfront and communicate thoroughly.

Teamwork – You’ll work to achieve common goals as part of ONE TEAM.

Ownership – You’ll hold yourself and others accountable and remain committed to our obligations while caring about the outcomes as much as an owner would.

Belonging – You’ll embrace and environment in which any individual or group can be and feel welcomed, respected, supported and valued.

We stand by our mission to connect our members and communities with an exceptional financial future and we are looking for individuals who share this same purpose to take this journey with us.

What we can offer you:

Competitive compensation, medical and dental benefits.

401K with employer match

Flexible paid time off

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Municipal Credit Union (MCU) is an Equal Opportunity Employer.

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

As part of our commitment to health and safety, all team members currently working in our office space are required to show proof of vaccination. To be considered for any position at Municipal Credit Union where permitted by applicable law (including any applicable reasonable accommodation, medical or religious exemption), candidates must have received the COVID-19 vaccine prior to their start date. Upon commencement of employment, new team members must provide proof that they have been fully vaccinated against COVID-19.