Loan Center Manager

: Summary: The Loan Center Manager's role is to create and foster high performing Sales Agents. At a top level, the Loan Center Managers' objective is to meet and exceed company loan production targets. To achieve this objective, they must harness the power of their direct reports, drive sales force productivity, and extract the best performance from each individual employee. They are expected to exceed member experience and exude excellent customer service skills. They are responsible for approaches such as; motivating and advising their reports to improve their performance, as well as hiring and training new loan representatives; achieve objectives through effective planning, setting sales goals, analyzing data on past performance, and projecting future performance; ensuring that the loan center works cross functionally with managers and executives from other departments, ensuring good alignment, communication and collaboration on Company goals and objectives. Duties & Responsibilities:

• Responsible and accountable for loan center teams: working with the loan teams to achieve sales goals, training, and growth of personnel to ensure they have the tools they need to grow business and support the member.
• Help support and drive process improvements.
• Assist other Contact Center teams to provide efficiency and maximize member experience.
• Must identify exceptions, formulate recommendations, and implement process improvements to streamline processes.
• Responsible for continued growth of the company through active management, development of opportunities, consistent education, and training within the Loan Center Department.
• Ensure that all the necessary information and instructions pertinent to the department are available, current, accurate and efficient: consistently communicate new information and changes pertaining to processes, procedures, and policies.
• Assist in the development and implementation of metrics (operation and account specific) and conduct performance evaluations to track the key indicators and efficiencies of the Loan Center department.
• Cross-interdepartmental communication: acting as the liaison and point of contact for the Loan Center department, and collaborate with the Contact Center as a whole, to internal and external customers.
• Demonstrate leadership and professionalism to motivate the department to ensure consistent growth.
• Participate in supervisor production meetings with other department heads to manage the success of the department and promote unity and continual improvement between departments.
• Help grow our member base by discovering and developing outside opportunities for new business as well as consistent growth of the current member base.
• Help diversify, manage, and expand our product offering by identifying opportunities with members.
• Help develop organizational and operational excellence by upholding company policies and procedures as well as demonstrating a level of professionalism and communication consistent with the expectations of the position.
• Help increase liquidity by utilizing time and resources efficiently.
• Build strong, long-term member relationships to better anticipate member needs.
• Recognize and communicate industry trends and news that pertain to our business and industry.
• Recognize and analyze member purchasing patterns to better anticipate member needs.
• Work with the leadership team to ensure market is maintained and/or appropriate pricing is used when quoting members. Ensure training and adherence to our pricing strategy is maintained.

Requirements:

Education and Experience Requirements:

• Five (5) or more years' experience in a financial institution management role, along with a bachelor's degree in a related field.
• Additional management experience may be considered in lieu of a four (4) year degree.

Required Knowledge, Skills and Abilities:

• Thrives in a fast-paced environment.
• Demonstrated track record of leading sales teams to achieve organizational goals.
• Displays strong mentoring, coaching, and people management skills.
• Strong organizational skills, detail oriented, and ability to multitask.
• Demonstrated aptitude in effective negotiating.
• Ability to de-escalate internally/externally.
• Develops and maintains strong business relationships.
• Proven account management and sales experience.
• Proficient in Microsoft Office Suite