Virtual Loan Center Supervisor

Virtual Loan Center Supervisor Department: Virtual Loan Center Reports To: Virtual Loan Manager Employment Status: Full Time Classification: Exempt Position Summary The Virtual Loan Center Supervisor position is responsible for assisting with Virtual Loan Center team. By assisting in leading a team of virtual retail associates, ensuring excellent member service, sales performance, and maintaining a smooth virtual experience for our members. The Virtual Loan Center Supervisor will process and review consumer loans and Online New Account Memberships within the Virtual Loan Center department via Phone, E-Mail, web, or any other channel assigned. Will assist the Virtual Loan Center Manager and Director Virtual Retail Center with outbound specialists. The Virtual Loan Center Supervisor will help track and update the number of calls, loan applications and monitor loan closings providing feedback and assisting the development of the Virtual Loan Center. The VLC Supervisor will assist the Virtual Loan Center Manager or Director with New Account Opening, lending, and credit activities in the Virtual Loan Center. Duties and Responsibilities • Lead and help supervise a team of virtual retail associates to achieve sales targets and provide exceptional member service. • Assist the Virtual Loan Center Manager or Director with strategies to drive virtual retail sales and increase member engagement. • Help support and monitor the virtual retail performance metrics and analyze data to make informed decisions. • Assist with member inquiries, order, and issues in a professional and timely manner. • Will assist with training with new virtual retail associates, providing guidance and support as needed. • Help the VLC Manager or Director conducts weekly sales meeting to review progress and discuss strategies align within the VLC goals. • Assist in monitoring specific queues within the loan and core systems and perform necessary actions to ensure timely loan closing and ensure overall member satisfaction. • Assist and manage daily reporting. • Will help with processing second reviews for the Virtual Retail team • Will assist his/her manager to provide the VLC feedback and help coach the staff for improvements. • Accurately perform credit analysis, income verification, document and prepare & present and documentation to support assisting underwriter making sound credit decisions. • Prepare, process and fund consumer loan documents following loan guidelines and policies. • Process, review, and satisfy all loan conditions & stipulations as assigned by underwriter on all loan applications. • Review and confirm the value and condition of collateral used to secure loan. • Ensure the financial safety, soundness and security of the credit union and its membership by completing tasks with all due diligence. • Assist the Virtual Retail staff on how to quote and sell ancillary loan payment protection products, these would include Gap, Vehicle Service Contracts, Credit Life, Credit disability, unemployment, and Life Proof coverage and any other coverage as determined by the credit union. • Help identify and create opportunities to present other credit union loan products or services by actively cross-selling & counseling members on appropriate loan and product options. • Input and assist with accuracy of loan information in the Core System lending platform and transmit the loan application to the Lending Department. • Prepare title work documents and gather additional supporting documentation to ensure completeness and accuracy. • Within a call center environment answer incoming phone calls within targeted call metrics goals and designated turn times: complete outbound loan solicitation calls, loan application follows up calls and reply to various loan and account opening requests from other communication channels: i.e. (emails, text messages, direct loan referrals, chats, online loan applications or any other channel as designated by the credit union) Member…