Team Lead, Collateral Administration

Job Overview

PenFed is hiring a Team Lead, Collateral Administration to work onsite at our Omaha, Nebraska Service Center. This role is responsible for overseeing the end-to-end lien placement process for auto loans, ensuring compliance with regulatory requirements, enhancing operational efficiency, and driving a high level of customer satisfaction. This role will guide staff in analyzing complex titling and lien placement issues, monitoring collateral administrator job duties, and resolving member complaints. This role will guide staff in analyzing vehicle title related activities, which includes but is not limited to reviewing policies, reconciliation processes, monitoring processors' job duties, and resolving member complaints. The incumbent may perform the duties of the Manager, Collateral Administration, in the manager's absence.

Responsibilities

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Assign, plan and monitor work to ensure production is complete by determined deadlines with the utmost quality.

• Monitor and resolve member escalations and complaints in a timely manner. Ensuring a positive outcome and root cause is rectified.

• Support, mentor and coach team members in both professional development and productivity goals. Perform monthly phone, account, queue and duty reviews.

• Collaborate with the Manager, Collateral Administration regarding hiring, staffing, disciplinary action and training for department team members.

• Interact with vendors, members, and various state departments of motor vehicle agencies to resolve and improve procedures, policies and protocols. Review daily departmental challenges and exceptions to policy.

• Provide training and guidance to ensure new products, procedures, and guidelines are properly communicated. Creating and updating training guides as needed and offering recommendations related to staff or process enhancements to Manager, Collateral Administration.

• Remain current on all new and current system functions.

• Remain current on all collateral-related processes; to include but not limited to releasing titles for registration, owner name change, titling in a different state, payoff/lien release requirements, change in ownership requirements of state agency and PenFed.

• Plan and organize staff huddles, at minimum of weekly. Capturing notes and ensuring proper follow up on takeaways.

• Act on exceptions to policy, fee waivers, and refunds fees within delegated authority.

• Conduct quality assurance reviews of assigned staff, business partners, and collateral vault. Providing recommendations on trends and concerns to Manager, Collateral Administration.

• Keep department managers informed of accomplishments, problems, and continuous improvement.

• Maintain SharePoint site, ensuring bi-annual review of all procedures. Identify new and modify existing policies and procedures as needed.

• Utilize data sources and proper reporting to monitor and maintain department performance and KPIs.

Qualifications

An equivalent combination of education and experience is considered.

• Bachelor's Degree in related field is preferred.

• Minimum of six (6) years of work experience in banking operations or equivalent required. Experience with PenFed Credit Union products preferred.

• Minimum of two (2) years of collateral administration experience in related work is required.

• Minimum of one (1) to two (2) years of experience in a managerial or supervisory role.

• Knowledge of statistics is preferred.

• All member contact and leadership decisions must be provided in a professional, accurate, and timely manner.

• Experience in using A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

There are no additional certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.

Travel

The ability to travel to various worksites and be on call may be required.

Benefits

At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.

Our Purpose

Helping members achieve their dreams since 1935. Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.

Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country. With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at View phone number on click.appcast.io.