LOAN SERVICING DIRECTOR

Location: Albuquerque, NM 87109

Required work schedule: (not a remote or hybrid position)

- Monday to Friday: 8:00 AM to 5:00 PM

Please note that this schedule is subject to change as needed.

As a valued full-time team member, you'll enjoy fantastic benefits that promote your health and well-being:

• Comprehensive Medical, Dental, and Vision Insurance

• Paid Short-Term Disability, Life Insurance, and AD&D

• Holiday Pay, Vacation, Birthday, Floating Holiday & Sick Leave

• Tuition Reimbursement for Professional Development

• 401(k) Plan with Employer Match

• Pension Plan for Long-term Security

• Exciting Opportunities for Career Advancement

OVERALL JOB PURPOSE

Manages the operations of three crucial departments: Special Accounts, Member Records, and Loan Servicing. The role requires strong leadership skills and in-depth knowledge of a variety of compliance issues, including collections and loan servicing regulations. The role will be called upon to approve or deny settlement requests for charged-off loans, monitor and ensure that liens are placed on vehicles in a timely manner, respond to SCRA requests, and answer any loan questions from participating credit unions, among other duties. This role plays a critical role in ensuring the efficient and compliant servicing of a $1 billion loan portfolio.

DUTIES AND RESPONSIBILITIES

• Manages and directs the Special Accounts, Member Records, and Loan Servicing departments.

• Work with departmental supervisors on hiring, training, evaluating, assessing wages, controlling quality and costs, as well as discipline of the respective departments

• Develop and implement department goals, policies, procedures, and workflows to ensure efficiency and effectiveness

• Monitor departmental performance metrics and KPIs and take corrective actions as needed to achieve operational excellence

• Provide support and assistance to the Special Accounts, Member Records, and Loan Servicing departments during times of heavy volume or increased workload

• Coordinate resources, prioritize tasks, and implement strategies to maintain operational efficiency and meet service level expectations during peak periods

• Conducts regular performance evaluations, set performance goals and recognize and reward outstanding performance

• Identify areas for process improvement and optimization within the loan servicing lifecycle

• Work with other departments to streamline processes, enhance system capabilities and ensure regulatory compliance

• Ensure all staff activities are in compliance with state, federal and Credit Union regulatory guidelines

• Ensure a high level of customer services across all loan servicing functions, addressing customer inquiries, escalations and complaints promptly and professionally

• Stay abreast of industry regulations, compliance requirements and best practices related to loan servicing operations. This includes, but is not limited to, SCRA, record retention, rate change, loan participations, insurance monitoring and escrows for flood insurance

• Prepare and deliver regular reports to lending management providing insights into loan servicing performance and trends

• Collaborate with executive management to develop budgets and forecasts for the respective loan servicing departments.