Supervisor

If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place!

Summary of Role:

The Home Equity Supervisor plays a pivotal role in leading a team of professionals in executing and delivering the Credit Union’s mission to benefit every member, every time, every day, while creating an environment where the service and sales relationship is at the forefront of every interaction. This role involves managing a team of Home Equity Associates to ensure efficient and effective member satisfaction, as well as maintaining operational standards. The Supervisor will also be responsible for guiding, coaching, mentoring, and evaluating team members to achieve performance targets and uphold established service standards while providing dynamic leadership to create a productive and fun work environment.

Essential Job Functions/Responsibilities:

• Supervise a team of Home Equity Associates, providing guidance, support, and performance feedback.

• Monitors the home equity application, processing, and closing queues to ensure prompt and accurate handling of applications.

• Monitor and evaluate individual and team performance to ensure it meets or exceeds individual performance metrics and Service Level Agreements (SLAs).

• Conduct regular one-on-one coaching sessions and performance reviews to enhance team members' skills, address areas of improvement, and provide consistent, high-quality member experiences.

• Conduct regular team meetings to communicate goals, expectations, and updates.

• Address high-level member escalations and complex inquiries, providing effective resolutions in a timely manner and tracking appropriately.

• Collaborate with other departments to resolve issues and improve member satisfaction.

• Prepare and present regular reports on team performance, member feedback, and operational metrics to Senior Leadership.

• Utilize data to inform decisions and drive continuous improvement.

• Utilize call monitoring, loan quality reviews, and reporting tools to analyze trends, identify areas for improvement, and provide coaching to employees.

• Collaborate with other departments to address cross-functional issues and enhance overall organizational efficiency, i.e., training programs.

• Maximize adoption of digital loan processing options, including Application Portal, email communications, and other self-service options.

• Stay informed about industry developments, including but not limited to regulatory changes, and share relevant information accordingly.

• Work to identify process improvements that will lead to enhanced member experience and organizational efficiencies.

• Monitoring application decisions and approved-to-funded rates for individual lending specialists.

• Maintain user access with vendors and internal systems.

• Partner with vendors on updates and enhancements.

• Accurate and timely HMDA reporting in conjunction with Compliance.

• Assist with completing and presenting approval/recommendation memos to CCC and/or executive management.

• Other duties as needed.

Minimum Job Qualifications:

• Associate’s degree from an accredited institution or at least 3 years of relevant experience required. Bachelor’s degree preferred; will consider experience in lieu of degree.

• Supervisory experience within a financial institution, such as a bank or credit union, is preferred.

• Minimum of 5 years’ lending experience

• Eligibility for MLO registration on the National Mortgage Licensing System (NMLS) is required.

• Excellent problem-solving, organizational, analytical, verbal, and written communication skills.

• Demonstrated ability to lead a team using well-developed interpersonal skills by providing coaching, feedback, training, and development.

• Strong decision-making and time management skills with the ability to manage multiple projects/duties.

• Familiarity with Fiserv and Meridian Link software solutions is strongly preferred.

• Results-driven, service-oriented, self-motivated, and able to work independently.

• Trustworthy with the ability to maintain the highest level of integrity and trust.

• Proficiency in the Microsoft Office suite of products.

• Flexible to work a structured schedule that includes evening and weekend hours in an in-office model.

• Commitment to delivering exceptional customer service and driving continuous improvement.

Starting Compensation: $60,329-$73,903 annually, plus a competitive benefits package.

Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.

We are an equal opportunity employer. We do not discriminate on the basis of race, creed, color, national origin, religion, sex, age, veteran status, disability, genetic information, gender identity, or any other protected class.

Broadview FCU is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at  [email protected]