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compliance officer Midlothian, VA

Virginia Credit Union

Full Time Midlothian, VA 52513 - 39848 USD ANNUAL Today

Job description

Job Description:

PRIMARY FUNCTIONS:

In a contact center environment, provide leadership and direction for a team of Contact Center Lending Advisors. In addition, the Supervisor is responsible for developing and achieving individual and team goals which drive performance and loan production, including outbound activities. To ensure loan applications taken by phone are entered accurately and are consistent with the policies and guidelines of the organization. To ensure excellent member service is provided at all times while team members maintain adherence to the contact center scheduling system.

JOB DUTIES AND RESPONSIBILITIES:

Conduct daily and monthly coaching for each team member based on the observation of job performance and monthly results.
Perform side-by-side review of calls and review of pre-determined number of recorded telephone interactions.
Conduct call observations and loan entry review to ensure that decisions and applications are entered accurately.
Ensure the following:
o Sufficient coverage is in place to meet or exceed set service level expectations
o Team members adhere to scheduling.
o Individual and team goals are met and communicated in a timely manner.
o Calls are answered using member service experience and loan entry guidelines.
o Loan applications are entered accurately and the appropriate workflows are utilized.
o Staff is using time efficiently by monitoring leave time and schedule adherence.
o Staff is using the lending sales process to promote and offer products and services.
o Outbound activities are being completed by staff for the purposes of loan production and growth.
o There is teamwork within the department and internal quality service is promoted.
Assist the management team and Workforce Management with daily and weekly scheduling.
Maintain training and mentoring programs for newly hired employees.
Ensure applications on consumer and equity loans are completed in conformity with all applicable federal and state regulations including corporate policies and procedures. Stay up to date on all required loan documents, systems, credit reports, and related lending and regulatory requirements.
Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
Report all Risk Management Policy violations in accordance with policy.
Handle escalated member calls and resolve member concerns in a timely manner.
Responsible for writing and conducting performance evaluations.
Act in the absence of the manager as needed.
Other duties may be required and assigned by the manager.

JOB QUALIFICATIONS:

Knowledge:

Considerable lending and credit report knowledge.
A thorough knowledge of financial products and services as well as demonstrated experience in a financial sales and service environment is also required.

Skills: Strong computer and organizational skills. The ability to coach team members in a contact center production environment. Strong reasoning skills, excellent written and verbal communication skills are required. The ability to quickly and professionally motivate a team in a high paced changing environment.

Abilities:

To support every team member ensuring they receive immediate coaching and feedback and timely results to their performance.
To maintain the highest level of professionalism through all member and staff interactions.
To demonstrate excellent knowledge of products, services, policies, and procedures.
To attend training sessions to increase lending and management knowledge.
To create a supportive culture through collaboration and teamwork.
To assist with incoming calls for all skills as necessary.

Minimum Education and Experience:

College degree preferred.
High school degree required and additional business courses in lending services, products, policies and procedures preferred.
Must have prior supervisory experience or demonstrated leadership abilities in a credit union or financial institution.
Must have experience in a high volume public contact position at a credit union or other financial institution.
Experience with writing and conducting performance evaluations, recruitment, and dealing with employee discipline issues is preferred.
Must be able to be actively registered with the Nationwide Mortgage Licensing System and Registry (NMLS).

Physical Requirements:

Ability to sit for long periods of time. Infrequent lifting or carrying of objects up to 10 pounds.
Ability to speak and hear clearly with reasonable accommodation.
Must have the ability to accommodate changes in scheduling, working Saturdays, and extended hours.

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