Supervisor of MCC Consumer and Mortgage Lending

Overview Compensation: $62,000 - $79,000 (based on experience and credentials) Location Type: Hybrid, a flexible work model blending in-office and remote working Schedule: Monday through Friday 11:00 AM - 8:00 PM with occasional Saturday 8:00 AM - 1:00 PM Position Type: Full Time The MCC Consumer & Mortgage Lending Supervisor oversees the daily activities of their assigned MCC lending and mortgage staff to ensure the call center loan functions are performed promptly and accurately. Key responsibilities of this role are to maintain superior member service by ensuring the daily functions of the call center are performed accurately, including but not limited to, resolving escalated member calls, complaints, and complex member account issues. An ideal candidate exemplifies the highest level of customer service, demonstrates leadership skills, and effectively manages performance. Responsibilities Supervises daily activities of assigned staff to ensure all call center loan functions are performed accurately and on a timely basis. Reviews and monitors call queues and wait times. Ensure communication between members and credit union staff is prompt, professional and accurate to meet the standards of the organization. Assist with personnel activities such as training, performance reviews, disciplinary matters, rewarding, and motivating employees. Ensure staff follows policies, procedures, and regulatory requirements pertaining to all aspects of the consumer and mortgage loan process. Identify, research, resolve member escalations, and communicates resolutions with members. Completes quality monitoring of calls to determine if additional training is needed and follow up with management on the outcome of counseling and recommendations. Support staff by providing information, direction, resources, or feedback to successfully complete job responsibilities. Conduct regular team meetings to keep staff informed on current topics, address any questions and concerns. Conduct monthly individual dialogs providing focus recognition and feedback. Responsible for reviewing/creating reports and complete scorecards. Reviews and recommends new efficiencies and procedures to improve daily operations. Delegate responsibilities to staff and monitor progress to ensure goals are met. Implement personnel activities such as hiring, training, performance appraisals, disciplinary matters, and lead employees. Assist senior management with developing and implementing long-term and short-term business objectives. Develop, monitor, and maintain the department budget in cooperation with senior management. Assist senior management with regulatory compliance to ensure the credit union is in accordance with applicable laws and government regulations. Develop, monitor, and maintain the department budget in cooperation with senior management. Assist senior management with regulatory compliance to ensure the credit union is in accordance with applicable laws and government regulations. Attend educational events to increase professional knowledge. Supporting and demonstrating Suncoast’s Cultural Beliefs. Process member requests on their mortgage loan accounts, including but not limited to, payments, pay off quotes, re‑amortizations, rate reductions, waiving escrows, preparation of amortization schedules, records research and payment corrections. Assist member's problem solve and finds ways to save on their current mortgage payments. Must be able to educate member's on complex subjects such as simple daily interest and how interest is applied to their mortgage, how payments are calculated. Escrow Analysis: explain Tax and Insurance Account Disclosure Statement to members, which can include surplus, shortages and deficiencies and review annual changes to the member's escrow account. Responsible for submitting request for subordinations, partial releases, co‑borrower release and mortgage modification requests. Reviews and recommends new methods and procedures to make daily operations more efficient. Performs considerable short-term planning, scheduling, and coordinating within area of responsibility. Sets goals and objectives for team members for achievement of operational results. Assigns work and delegates responsibilities to staff and monitors progress to ensure department goals are met and high‑quality member service is maintained. Hires, trains, coaches, appraises, and rewards assigned staff. Responds appropriately to employee complaints and issues. Cultivates strong working relationships and builds trust among team members. Assists higher level management with developing and implementing long term and short term business objectives. Interprets and implements management policies for area of responsibility. Assists higher level management with department budget development, monitoring, and maintenance. Assists higher level management with regulatory compliance to ensure that all work is completed in accordance with applicable laws and government regulations. Qualifications Bachelor’s degree in a business‑related field, PCUE or CCUE designation. (A comparable combination of work experience and training may be substituted for education requirements). 4+ years of progressively responsible experience in a call center environment, preferably with a financial institution. Consumer and mortgage lending experience required. Supervisory experience preferred. Periodic travel required. Ability to work extended hours outside of regular business hours. Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines. Accurate, detail-oriented, and organized with task management. Ability to analyze and resolve complex problems. Ability to maintain a high level of confidentiality. Strong organization, prioritization, analytical, and problem solving skills in order to effectively manage area of responsibility and attain goals set. Able to resolve difficult problems and situations. Strong knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities. Safe Act Statement This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry (NMLS). The employee will obtain a unique identifier from the registry before engaging in mortgage loan originator activities. The employee must maintain and renew the registration on an annual basis, provide updated registration information with the registry on a timely basis, and provide a unique identifier to consumers as required by applicable SAFE Act regulations and Suncoast Credit Union policies and procedures. Benefits Financial Well-Being: Bonus Program up to 18%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO Community Involvement: Paid Volunteer Hours Growth: Degree Assistance up to $5,000 per year Flexibility: Remote, Hybrid, and Onsite Schedules Security: Pet Insurance, Free Identity Theft Protection, Legal Assistance For more information, including additional benefits, please visit our benefits website at #J-18808-Ljbffr Suncoast Credit Foundation