Manager of Consumer Loan Servicing and Support

Description

Employment Type: Full-Time, Hybrid #LI-HYBRID

Entry Salary Range: $79.672.81-$95,607.37 annually with an annual award opportunity based on individual and credit union performance.

Comprehensive Benefits Package
We're committed to supporting your well-being and work-life balance through a robust benefits offering:

Health & Wellness

• Medical, dental, and vision insurance to keep you and your family healthy.

Financial Peace of Mind

• 401(k) with company match, life insurance, and disability coverage.

Time Off

• Generous paid time off (PTO), paid holidays, and paid parental leave.

Professional Growth

• Learning and development programs, plus tuition reimbursement to support your career journey.

Additional Perks

• Free Telemedicine
• Employee Assistance Program (EAP)
• Wellness initiatives
• Paid Community Action Volunteer Hours

*Parental Leave and Tuition Reimbursement are available after one year of service.

What you should know about the role

Accountable for the strategic vision and leadership of the Consumer Loan Servicing and Support team that facilitates all consumer & mortgage servicing operations and serves as lending subject matter experts on PMO-led strategic projects. Implements process improvement changes for increased efficiency of departmental operations to accommodate all servicing and regulatory requirements related to consumer lending. Works closely with internal and external stakeholders to ensure that all members receive efficient, courteous and quality service. This position aids efforts to meet the strategic goals of the credit union, including providing outstanding service to internal and external members as defined by living and demonstrating the core values of the credit union; Act with Integrity, Drive Progress, Build & Strengthen Relationships, and Keep People at the Core.

What you should know about Advia

Advia is a fast-growing Credit Union that is positioned in the top 3% of credit unions across the United States. We serve almost 200,000 members with assets over $3 Billion. We offer very similar product and services as the big banks with a focus on saving our members money while providing financial advantages. We are rooted in our communities and believe we have a responsibility to give back outside of our four branch walls through volunteering and charitable donations. The work environment at Advia is fast-paced, performance based, and fun infused. We certainly live by the saying "work hard, play hard." As an employee of Advia, you can expect regular and constructive feedback, development opportunities, great benefits, excellent co-workers and engaged managers.

Major Duties and Responsibilities

• Manages team to maximize productivity, efficiency, and the potential of the human assets of Advia, including monitoring performance, coaching, mentoring, training, assuring compliance with regulatory requirements and organizational mission, values, service standards, policies, and work guidelines. Appraise performance and provide recommendations for promotion, disciplinary action, and termination, as appropriate.
• Manages the Consumer Loan Servicing function by communicating, coordinating, coaching and reviewing direct reports to ensure outstanding member service, efficient operations, appropriate controls and appropriate levels of productivity and effectiveness.
• Initiates projects and manages implementation that result in a reduction in expense, compliance adherence, and improved service.
• Provides aid on system conversions during mergers and acquisitions to ensure a smooth transition of loan data and positive experience for new members.
• Identifies and implements process improvement enhancements by reviewing and analyzing operational data. Monitors trends and recommends loan retention strategies and/or cost saving opportunities.
• Ensures the Credit Union's professional reputation is maintained and that escalated member situations and internal staff requests/questions are promptly and courteously resolved.
• Manages the record retention strategy for Consumer and Mortgage loans.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.

Requirements

Experience

Five to eight years of similar or related experience, including preparatory experience. Experience in loan operations and processing. Experience in working with loan servicing data processing systems.

Education/Certifications/Licenses

A college degree.

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills

Knowledge of consumer lending risk management practices, industry rules and regulations with the ability to stay current with CFPB, NCUA, and UDAP regulations and best practices. Strong analytical skills and the ability to interpret and apply data to improve team performance and operations. Ability to manage multiple priorities and projects in a fast-paced environment. Self-motivated with strong communication acumen. Computer skills including a working knowledge of Microsoft Office products and loan servicing software and systems.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely

attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Client-provided location(s): Kalamazoo, MI

Job ID: AdviaCreditUnion-3765063

Employment Type: FULL_TIME

Posted: 2025-12-10T19:13:48