Loan Operations Supervisor

Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for 70 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 23 branch offices in southeast Michigan...soon to be 24! We have over 450 team members, more than 150,000 members, $3.9 billion in assets, and a 97% member satisfaction rating for two decades.

We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. With regular coaching and continuing education, we grow champions - team members dedicated to championing the success of our members. Our commitment to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press twelve years in a row.

If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

Information about our comprehensive total rewards package can be found here.

Overview of Responsibilities: Oversees the daily functions of the Loan Operations team to ensure a high level of member service and operational efficiency. Acts as the subject matter expert (SME) on a broad range of consumer lending and servicing functions, including complex loan applications and insurance related processes.

Essential Duties and Responsibilities:

• Possesses and applies relevant knowledge and ensures high quality member service by promptly responding to escalated member complaints to achieve member satisfaction through timely service ticket resolution, and builds strong internal and external member relationships to deliver member-centric solutions.
• Directs work for team members by supervising daily activities, providing direction, and ensuring work aligns with organizational objectives and the desired member experience. Effectively delegates and empowers team members to make decisions within their areas of responsibility and removes obstacles to get work done.
• Coordinates all aspects of lien security and post-closing activities, including title work, UCC filings, lien tracking and releases, , loan recasts, re-amortization, amendments, and credit bureau inquiries or disputes.. Addresses discrepancies and notifications from third-party service providers and Secretary of State representatives and supports members with Servicemembers Civil Relief Act (SCRA) interest rate relief requests. Makes good and timely decisions using sound rationale, available data, and relevant or important factors.
• Coordinates post-loan-closing activities including loan recasts, re-amortization, amendments, and credit bureau inquiries or disputes. Supports members with Servicemembers Civil Relief Act (SCRA) interest rate relief requests.
• Serves as subject matter expert for complex loan applications including United States Coast Guard Vessel documentation, out-of-state titles, non-title holding states, and securing title held by other financial institutions.
• Holds self and others accountable to meet commitments, ensuring a high level of excellence in a professional, efficient, and courteous manner. Leads monthly performance meetings to monitor and drive team progress in goal achievement.
• Develops talent by coaching others to build skills to be successful in their role and meet both their career goals and MSGCU's goals through mentoring, skill-building and other relevant development opportunities.
• Oversees all insurance-related processes, including claims (credit disability, credit life, and GAP/GAP Plus), cancellations, and settlement payment processing. Serves as liaison between members and insurance companies.
• Communicates effectively by developing and delivering various forms of communications (written, verbal, presentation), facilitating discussions, and actively listening to convey a clear understanding of the unique needs of different audiences. Identifies and recommends opportunities for automation and workflow efficiencies with the loan origination and servicing process. Supports the communication, testing, and implementation of process improvements to ensure streamlined operations with impacted departments.
• Collaborates effectively with colleagues and other stakeholders across the organization to improve relationships, build trust, develop teamwork, and deliver high quality member service. Assists with ensuring adherence to regulation guidelines by reviewing Loan Operations team activities and results, as well as working with all stakeholders.
• Gains the confidence and trust of others by modeling honesty, integrity authenticity, and behaviors that align with organizational values. Makes responsible choices and exemplifies courage by stepping up to address difficult issues.
• Models self-development by actively seeking new ways to grow and be challenged. Solicits feedback to gain insight into personal strengths and weaknesses and applies feedback to personal development using both formal and informal development channels.

Education and Experience Requirements:

• Associate degree in Business Administration, Finance, or related field preferred.
• 3 years of experience in Loan Operations within a financial institution, including experience with loan processing, lien perfection, and servicing required.
• Supervisory experience preferred.

Working Conditions:

• Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
• Occasionally required to travel throughout MSGCU's service area as business needs require.
• Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk.
• This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 25 pounds.

Compensation and Benefits:

Competitive salaries are just the starting point for MSGCU team members. We also champion our team members with generous health benefits, vacation time, retirement plan contributions and discounts on loans and phone service also come with the job.

• Base salary begins at $71,000 / year
• Medical, dental and vision on your first day! You can choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
• If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k)
• You will enjoy 12 paid holidays and up to 120 hours of PTO your first year of service (pro-rated based on start date)