Consumer Loan Service Manager

POSTED ON 9/18/2022 CLOSED ON 10/29/2022
United Heritage Credit Union Hired Organization Address Austin, TX Full Time

Job Posting for Consumer Loan Service Manager at United Heritage Credit Union

Under the direction of the AVP of Consumer Loan Operations, the Consumer Loan Service Manager (CLSM) is responsible for the leadership and management of the Consumer Loan Service staff to include: Auto Loan Title Specialists and Consumer Lending Contact Center Representatives. You will plan, organize, execute and measure results to ensure departmental effectiveness and efficiency in key areas. You will play a key role in goal communication while monitoring daily service levels and effectiveness to ensure consistent performance. You will exercise discretion, judgment and initiative while presenting a positive image of the organization. It is the responsibility of the CLSM to motivate their team and cultivate a positive environment through leading by example.

As the Service Manager, you will assist other team members with procedural questions, complex requests and transaction approvals. You will also aide in training and mentoring new hires and supporting the AVP of Consumer Loan Operations by being the initial resource and primary point of contact for the service teams.

On the Consumer Lending team, you can expect competitive pay including a comprehensive and generous benefits and PTO package. Our team is located at our new HQ building in North Austin by the 183/Oak Knoll exit (Riata Trace) and offers amenities such as a fitness center, yoga room, free breakfast or lunch on Thursdays (e.g. FOOD TRUCKS!!), outdoor dining area and café with a micro market.

What you will do...

Lead, coach, and develop your Consumer Loan Service staff to build and foster a high performing, results driven team.

Employee Development & Management

  • Train and coach staff through individual development plans, mentoring, and performance reviews.
  • Cultivate a service-oriented team culture, while building and leading a high-performance team that proactively seeks out opportunities to grow and improve.
  • Ensure accuracy and consistency among staff while also working with other managers within lending to ensure consistency and communication among teams.

Operations & Compliance

  • Maintain an in-depth understanding and strong working knowledge of loan rules, regulations, forms and related systems.
  • Maintain an in-depth knowledge regarding lien perfection, to include UCC filing. Proactively contact and work with members, dealers and tax office personnel as necessary.
  • Monitor service reports, while maintaining a working knowledge and understanding of monthly goals, to include daily tracking and the action necessary to meet those goals.

Strategy, Forecasting & Risk Assessment

  • Anticipate and recognize departmental needs.
  • Maintain specialized knowledge of consumer lending trends and developments to include but not limited to, internal changes, regulatory, national and local automobile market and valuation.
  • Ensure Credit Union forms are up to date, professional and accurate. Map, test, implement and train staff on changes. Ensure DocuSign process is optimal.
  • Assist in identifying, developing, and implementing process improvements for the department and Credit Union.
  • Assist with new and ad hoc departmental projects.

Build Synergy

  • Ensure consistency, collaboration and timely communication among each consumer lending segment. Provide feedback in real time, coach to goal. Dissolve internal barriers and build team cooperation.
  • Collaborate internally with underwriting and loan operations to ensure fluid process. Discuss loan decisions with underwriting manager as necessary during re-evaluation process. Discuss decision, sales and audit process internally to ensure file accuracy and integrity. Work together towards solutions.
  • Collaborate with other departments to ensure timely information exchange, positive interaction and minimal negative impact. Troubleshoot issues in a timely manner and escalate as necessary.
  • Act as a liaison between internal and external partners to include lease partners, tax office, DMV, dealerships, members, and the Credit Union.

What you will need to succeed:

  • Focus - Engage in your work. Avoid distractions, set boundaries and give tasks your full attention to avoid careless mistakes.
  • Time Management - Prioritizing tasks based on internal and external needs.
  • Customer Centric Mindset - Create the best experience and build brand loyalty.
  • Tenacity - Work toward goals with determination, follow-up and the consistency.
  • Flexibility - This position requires flexibility to work a full-time schedule during the business hours of 8am to 7pm Monday through Friday and as needed based on business needs, monthly Saturday rotation required.
  • Resiliency - Create opportunities out of obstacles. Keep moving forward, bounce back quickly, recover and adjust easily.
  • Pragmatism - Generate sensible, realistic, practical solutions to problems.
  • Adaptability - Flex to new pressures from competition, new priorities. Not rigid: intellectually, emotionally, interpersonally. Adjust quickly to changing priorities. Cope effectively with complexity.
  • Conflict Management - Exhibit understanding of natural sources of conflict and act to prevent or soften them. When conflicts emerge, effectively work them through to optimum outcome. Do not suppress, ignore, or deny conflict.
  • Enthusiasm - Exhibit excitement, positive "can-do" attitude.


  • Accredited Bachelor's degree in business or other related field, or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
  • 3 years of demonstrated experience in a high volume, fast paced lending environment with past roles showing a progression of increasing responsibility with loan servicing, lien perfection, title work or account resolution.
  • Demonstrated leadership/supervisory experience of a customer-centric, service-based lending team with progressive responsibilities to include a focus on coaching, mentoring, developing and motivating staff.
  • Demonstrated conflict resolution skills with an ability to manage escalated situations.
  • Demonstrated experience and ability to work with a variety of internal and external clients providing effective interpersonal communication and team skills.
  • Understanding of MS Office Suite with advanced technical and computer skills; ability to navigate quickly and accurately within various computer programs.
  • Must be available to work a full-time schedule, weekdays with availability between 7:30am-7:00pm, and working occasional Saturdays to provide support from 9:00am-4:00pm as needed.

About United Heritage Credit Union:

The Credit Union was established in 1957 as an Austin-based credit union, and over 65 years later we continue to serve communities in Central Texas, Austin and Tyler communities, as well as those that live in the rest of Texas through TXCC membership. Through innovative technology, exemplary service standards and competitive products, United Heritage continues to be a strong force in the credit union industry. UHCU has over $1.4 billion in assets, more than 74,000 members, 11 branch locations, and approximately 270 employees. We are a full-service financial institution whose vision is "To be your primary financial institution." Being part of our credit union means being part of our community.

UHCU Offers:

  • Competitive Benefits Package
  • 401(k) options (Pre-Tax and/or Roth)
  • Generous paid time off (PTO)
  • Education Reimbursement Program

Important Note: We take hiring very seriously. Interviewing at UHCU may include phone interviews, as well as 1st & 2nd round interviews. We are unable to follow-up with each and every applicant, but we do our best to run a thorough process for candidates whom we identify as a potential fit. We will be sure to contact you if that is the case!

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