Consumer Loan Servicing Supervisor

OneAZ Credit Union
paid time off, paid holidays, sick time, tuition reimbursement, 401(k)
United States, Arizona, Phoenix
Mar 18, 2025
Join Us in Making an Impact At OneAZ Credit Union, our success is measured only by yours. We're here to create lasting change in the lives of our members, our communities, and our team. If you're looking for a career with purpose, where your work truly matters-you've found it! Who You Are You're impactful, compassionate, and fearless, ready to embrace new challenges and shape the future of financial well-being. You take accountability for your success and thrive in an environment where curiosity is celebrated. If this sounds like you, let's build something great together. What You'll Do This position will be located at our Corporate Office: 2355 W Pinnacle Peak Rd, Phoenix, AZ 85027 The Consumer Loan Servicing Supervisor leads a centralized loan servicing department to enhance member experience and adhere to Credit Union and regulatory standards. The role oversees daily operations of loan maintenance requests, insurance tracking, title work processing, and other servicing tasks. The role is also responsible for providing coaching and feedback, and facilitate performance conversations. The Consumer Loan Servicing Supervisor collaborates with lending management and other business partners to promote process efficiencies and safe lending practices. Interviews, trains, coaches and empowers the team, emphasizing professional development and performance to meet the expected service levels. Responsibilities also include appraising associate performance, addressing complaints & resolving problems, and recognition & corrective action. Strategizes with lending management team to enhance process efficiencies, scalability, and drive operational excellence. Attendance and timecard management, which could be outside of normal business hours. Maintains quality and process of work by assigning, directing and coordinating workflows to ensure work assignments are handled in a timely manner. Monitors the department phone queue for internal and external members for support and quality assurance. Handles escalated calls and complex loan situations by using problem solving skills and creative thinking to benefit members and protect the Credit Union. Monitors an active help desk for loan servicing requests to track volume and provide support. Expert on all loan maintenance tasks, including but not limited to rate changes, term extensions, payment modifications, insurance tracking & claims, loan payoffs, title/lien releases, and loan protection product claims & cancellations. Maintains a centralized title work processing environment by validating documents, verifying fees, and submitting to MVD for filing. Tracks title releases and follows up on delays with Credit Union associates, members, dealers and third party financial institutions. Monitors reports to track loan performance and automated loan servicing processes. Handles billing and account reconciliation to third party vendors. Promotes partnership with internal business partners to provide training & support. Collaborates with external business partners to drive process improvements to support organizational growth. Stays informed of external factors that may affect established lending policies, such as new or revised legislation and regulations. Recommends and implements appropriate changes. Creates, reviews, and updates consumer loan procedures, job aids, and guidelines. Assists with other projects that may occur with consumer loans, including system upgrade testing, new lending products, promotions, and procedures. Supports a culture of diversity & belonging. Encourages volunteerism and community involvement that align with Credit Union values. What You Bring High School Diploma Required Associate's Degree or some college preferred. 5 to 8 years of similar or related experience. with consumer loans or related banking experience required. 1 to 3 years of similar or related experience. supervisor experience preferred. Ability to lead, motivate, and develop others. (Medium proficiency) Conflict resolution, active listening, and problem solving skills. (Medium proficiency) Strong communication skills, including technical writing and ability to facilitate training & presentations. (Medium proficiency) A passion for people, innovation, and growth. Not sure if you meet every requirement? That's okay. We believe great talent comes from all backgrounds and experiences. At OneAZ, we value potential, passion, and purpose. If you're excited about this opportunity and believe in our mission, we encourage you to join our Talent Community Compensation & Benefits Generous paid time off: 10 paid holidays, 2 floating holidays, 6 personal days, 10 vacation days, plus sick time Low-cost Medical, Dental & Vision plans - as low as $5 per pay period Paid childcare assistance (up to $96 per pay period) Award-winning 401(k) 5% discretionary match - fully vested from day 1 100% Gym fee reimbursement up to $75/month 100% Tuition Reimbursement Up to $5,250 $1440/yr student loan repayment ...and much more. Explore all the details in our comprehensive Benefits Booklet Target hiring range $27/hr-$33/hr (Depending on experience and prior to any incentives this position is eligible for) Why Join OneAZ? At OneAZ, we're not just a credit union; we're a financial trailblazer that passionately cares about inspiring dreams and driving prosperity in the communities we serve. We exist to clear the way for dreamers and doers, aspiring to be the bank for new pioneers. We are driving change in our communities, constantly improving our products and services so our members and their families can relentlessly pursue their dreams. By embodying our values and living our promise, you'll be part of a team committed to exceeding expectations and redefining what's possible. Additional Notes: Candidates for this position will be required to sign an authorization for OneAZ to conduct a credit and criminal background check, pursuant to procedures in the Fair Credit Reporting Act and any other applicable laws. All candidates will be considered for this position on an individualized basis, in compliance with all applicable equal employment opportunity laws. Ensures compliance with applicable policies, laws, and regulations, including the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) compliance, USA Patriot Act, and Office of Foreign Assets Control (OFAC). This job description should not be considered all-inclusive. It is merely a guide of expected duties. The associate understands that the job description is neither complete, nor permanent and may be modified at any time. At the request of their supervisor, an associate may be asked to perform additional duties or take on additional responsibilities without notice. Complies with all policies and standards. Position grades could fluctuate based on market value.