Supervisor, Loan Servicing (Rancho Cucamonga, CA & Scottsdale, AZ Area

Arrowhead Credit Union is looking for someone who has a passion for Loan Servicing.

Do you believe in working to make a difference in the organization you work for and the community in which you live?

We have the perfect opportunity for you!

The Supervisor, Loan Servicing role is an entry-level leadership role, assisting in the daily operations of the Loan Servicing department and development of Loan Servicing team members.

This position requires operational knowledge of Consumer Lending and Real Estate, which includes understanding documentation, escrow, and required insurance for 1st and 2nd mortgages.

This role is also responsible for actively mentoring, guiding, and leading the team through complex loan servicing processes.

The Loan Servicing Supervisor models energy and excitement in this role and demonstrates an exemplary level of service for both members and team members.

Essential Functions and Responsibilities * Personally, provides exceptional member service; uses Service Standards in every work-related interaction.

* Actively participates in meeting the goals of the department and the Credit Union.

* Work cooperatively with others as part of a formal or informal team to accomplish department and Credit Union goals.

* Provides excellent service by using a positive and professional tone to assist callers and team members accurately, thoroughly, and as efficiently as possible while maintaining consistent and friendly service.

* Uses organizational tools and techniques to complete tasks on time and successfully manage multiple competing priorities simultaneously.

Service * Leads by example with a positive tone and demeanor when assisting team and direct reports.

* Cultivates a positive work atmosphere to enhance team synergy.

* Serves as a strong example of leadership in work ethic, professionalism, and conduct.

* Ensures exceptional member service is delivered by all team members by responding to requests in a warm, caring, and friendly manner.

* Serves as the primary point of contact for addressing member complaints and escalations that require resolution.

Operations * Supports the loan servicing team duties including, post funding listeners, loan reworks, payoffs, finance memorandum, file maintenance (FM) audits, reconveyance, subsequent action, minimum liquid assets (MLA) monitoring, Commercial Visa File Maintenance (FM), and commercial loan disputes.

* Participates in the planning and execution of Loan Servicing department service and goal outcomes * Monitors daily department functions and initiatives for service, quality, and productivity.

* Ensures daily operational tasks are completed efficiently and accurately, addressing work product as needed.

* Assists with vendor interactions, supporting leadership direction concerning vendor and all 3rd party relationships.

* Provides assistance with daily wires and ensures real estate loan boarding oversight.

* Communicates DMV litigation including monitoring dealerships cost.

* Assists with operational tasks such as consumer account maintenance, credit dispute management, Department of Motor Vehicle coordination, collateral protection insurance, and intricate loan account research * Monitors review and validation of sales tax, matrix reporting, trouble debt restructuring (TDR) reporting, and credit disputes.

Communicates trends with management.

* Supports the insurance claims and reporting process related to payment protection, Guaranteed Auto Protection (GAP), Mechanical Breakdown Protection (MBP) and Collateral Protection Insurance (CPI) is accurately completed.

* Responsible for accurate processing of paid loans, distribution of overages, and title release for different loan types.

Development * Exemplifies the attitude, aptitude, and ability to learn quickly and efficiently while showing assertiveness in personal development.

* Participates in Subject Matter Expert (SME) events, focusing on DMV processes and loan servicing standards.

* Independently takes responsibility for learning and development by acquiring and refining of technical and professional skills needed in job-related areas.

* Provides feedback on department policies and processes to improve efficiency and service outcomes.

* Regular and predictable attendance and punctuality.

* Maintains a working knowledge of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Asset Controls (OFAC), and complies with all laws/regulations applicable to area(s) of responsibility.

Completes all required and assigned training modules by established due dates.

Benefits Include: (not a complete list) Wellbeing * Weekly pay * 401K Retirement Savings Plan with company match * Paid time off accrual begins upon hire, 15 paid vacation days, 11 paid holidays * Paid sick leave * Company-provided life insurance at twice your annual salary * Financial Education Programs * DoorDash DashPass Health * Medical, Dental, and Vision Insurance for part-time and full-time employees * Modern Health * Care.com subscription * Teladoc Career Development * Career development opportunities * Team members are eligible to apply for assistance with educational expenses through ArrowHeart's scholarship program.

To learn more about Arrowhead Credit Union and our service culture, visit our Career page, and our ArrowHeart Foundation.

The pay range for this position is listed below.

Starting pay for successful applicants is generally within the minimum to midpoint of the pay range.

Our consideration for pay is designed to support career growth and development over time.

Offers extended depend on a variety of job-related factors, including but not limited to individual experience, knowledge, training, education, geographic location, market demands, and internal equity.

Pay range: Minimum: $31.11/hourly Midpoint: $38.89/hourly Maximum: $46.67/ hourly