Consumer Loans Manager

Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the 13th year in a row (2013-2025)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.

Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following:

• Full-time employees receive 100% paid health, dental & vision insurance
• Earn incentives up to 15%, depending on position
• 401K plan with employer matching funds up to 5%
• Profit Sharing
• Tuition reimbursement
• Gym membership reimbursement
• Paid time off for holidays, vacation, and sick days
• Credit Union West membership and discounts

Be part of our award-winning team!

Position Summary

The Consumer Loan Manager is expected to embody the essence of servant leadership, prioritizing the needs of employees, members, and communities. The Consumer Loan Manager will be committed to fostering a positive and inclusive workplace culture. They will promote an environment where all employees feel valued, respected, and empowered to contribute to the organization's success. The individual serves as a champion of the credit union’s strategic direction, leading by example to innovate, adapt, and drive initiatives that propel Credit Union West towards a shared vision of growth, financial stability and community prosperity.

Enhances the quality of life for our members by meeting or exceeding their service expectations. Provides high quality service, defined as ensuring prompt and accurate lending decisions while identifying additional member benefit needs. Coaches’ sales and support staff in the professional approach to selling and loan funding. Responsible for the operations of the Consumer Loan Department, home equity development and underwriting, consumer loan origination processes and sound underwriting practices. Accountable for the overall administration of consumer lending by directing and coordinating activities of all non-real estate secured lending processes. Responsible for implementing and maintaining sound lending practices, tracking consumer loan production and trends, and meeting the lending objectives of the credit union. Monitors advancements in lending processes, initiates, and develops methods for streamlining consumer lending practices. Develops and presents annual evaluations, provides daily coaching, and holds regular development meetings with appropriate staff.

Essential Functions & Responsibilities

• Operations Management– Administrator of essential lending software and assure systems are functional and maximizing system potential. In coordination with Marketing, develop and implement loan acquisition campaigns. Ensure rates are updated in lending platforms when appropriate. Review processes for efficiencies and standardization. Maintain relationships with other departments and branches to ensure synergy between teams.
• Leadership – Lead and Manage the consumer lending team, providing guidance, training and performance evaluations. Foster a team-oriented environment to achieve high levels of employee engagement and productivity. Promote inter-departmental synergy that leads to additional business opportunities or benefit staff with additional education in lending. Supervises and develops Loan Department Staff. Drive a culture of continued improvement and lead operations related innovation projects. Promote the credit union in a positive way, with an emphasis on building and maintaining critical vendor relationships. Identify, justify and support new projects related to the improvement of lending. Act as a key stakeholder in the design, developing, testing and implementation of critical projects. Set and monitor key measurement metrics and priorities that support lending initiatives. Build, develop and lead an effective, cross-functional, and high performing team capable of managing all facets of the lending lifecycle. Actively promote a risk-based lending environment by demonstrating application development, solid underwriting and coaching of underwriting guidelines with staff. Ensure proper staffing and procedures are in place to meet expected levels of service. Manage an effective cross-selling program for designated staff by setting and monitoring clearly defined goals and coaching staff to achieve these goals. Evaluate performance and recognize exceptional behavior and achievements while addressing performance issues when necessary. Ensure staff complete all required training prior to deadlines.
• Leading Talent – Hires, trains, directs and evaluates employee performance and behaviors to serve the member experience. Allocates resources to meet operational needs within the department. Provides leadership, coaching, and direction for their team members ensuring they have the support and development opportunities to become well-trained employees excelling in their roles.
• Change Management – Drive a culture of continued improvement. Research, develop and implement projects that enhance the member’s lending experience and improve lending efficiencies. Maintain awareness of innovations and changes in the industry, including government regulations, technological advancements, and consumer preferences. Submit and implement proposals that lead to greater efficiencies and improve the member experience.
• Performs other duties as assigned.

Qualifications & Requirements

Education:

Bachelor’s degree obtained through a formal 4-year program at an accredited educational facility preferred or equivalent experience.

Experience:

5-8 years of leadership experience in a financial institution or similar industry; or equivalent combination of education and experience.

Skills & Competencies

• Live the mission, vision, and core values of the credit union.
• Able to communicate effectively and tactfully with employees and members both orally and in writing.
• Exceptional leadership skills: ability to motivate, influence, and engage direct and indirect reports and peers with a significant level of diplomacy and trust.
• Excellent judgment and creative problem-solving skills including negotiation and conflict resolution skills.
• Energetic, forward-thinking, and creative in business solutions with high ethical standards and trustworthiness.
• Act as a change agent who can collaborate with diverse interests and adapt to internal, market or regulatory-driven changes.
• Strong mentoring, coaching experience to a team with diverse levels of expertise.
• Excellent presentation skills, confident in all settings with individuals at all levels of the organization both internal and external.
• Work as a team member and possess positive influencing skills to bring others to new thinking and mindset.
• Present a professional, courteous image when interacting with members, co-workers, the Board of Directors, management, business partners, and the community to build strong collaborative business relationships.
• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
• Thorough knowledge and understanding of organization’s Employee Handbook and policies.
• Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.