Job Description

Job Title: Mgr - Business Account and Loan Servicing

Status: Exempt

Reports to: Sr Manager - Business Member Support Account Servicing

Department: Business Member Support Account Servicing

Job Code: 11413

Pay Range: $124,700.00 - $140,000.00 Annually

WHO WE ARE:

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You lead enterprise level business member servicing operations by overseeing post funding business deposit accounts and loans, ensuring operational excellence, regulatory alignment, and a consistent, high quality member experience across all servicing activities. You are a strategic operations and people leader who applies sound judgment, critical thinking, and a strong risk mindset to support compliance reviews, guide complex operational decisions, and design efficient, scalable processes that strengthen controls and elevate team proficiency. You partner cross functionally with Cash Management, Business Lending, branches, and contact center leadership to align servicing execution with organizational goals, translating operational insights, performance trends, and market conditions into actionable recommendations that enhance efficiency, strengthen policies and procedures, and uphold Golden 1’s Mission, Vision, and Core Values.

WHAT YOU'LL DO

• Responsible for the planning, organizing, directing, and monitoring business activities in Business Account and Loan servicing. As necessary, document activities, follow-up and resolve problem situations.
• Oversee the operations of the business lending servicing, including but not limited to; revisions, rates, payoff request/demands, reconveyances, and title perfections.
• Review, update, and implement policies and procedures accordingly.
• Be a subject matter expert for the loan servicing system regarding fee management and system settings. Ensure we are in compliance with all regulatory requirements and working as intended.
• Develop, test, implement, and document effective process controls to ensure that all processes are in compliance with regulatory requirements and working as intended.
• Partner with Business Service team to ensure an understanding of all service level agreements.
• Lead and coach the team to ensure Service Level agreements are met.
• Coach, train and supervise employees, and evaluate department needs. Complete performance appraisals and recommend salary reviews/changes for staff, maintain staff payroll, scheduling, and disciplinary actions. Promote employee engagement and develop action plans to keep employees engaged throughout the year.
• Foster a positive and engaging work environment. Provide leadership to team members by promoting skill development, coaching for improvement and growth, inspiring through your words and actions, and maintaining positive employee morale. Embrace Golden 1’s mission, vision, and core values and weave into team and individual discussions.
• Focus on the Member’s experience as it relates to the servicing of their loan and/or account and look to develop new processes, and/or enhancements that progress the level of service. Establish processes that effectively monitor the service provided and implement improvements as necessary.
• Oversees all escalated deposit account and loan servicing issues and maintaining exception approval authority limits.
• Monitors an ensures production deadlines daily while cognizant with quality and quantity in a fast paced environment.
• Work with Information Technology (IT) staff and system vendors on system issues/concerns to ensure maximum operational effectiveness.
• Ensure sensitive member and Credit Union information is protected in accordance with corporate standards.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including BSA, AML. And GLBA, and others that are appropriate to the position. Monitor established Bank Secrecy Act policies and procedures across the organization through periodic reviews. Establish and maintain control activities that mitigate risks consistent with the Credit Union’s risk appetite and ensure operational integrity and compliance with applicable regulations.
• Analyze and compare vendor responses, conduct vendor risk assessments, negotiate contracts, and provide a summary and recommendations as needed. Manage existing vendor relationships, vendor performance, reviews audit reports and contract renewals.
• Identify, investigate, and resolve member and employee concerns in a timely manner. Communicate and interact with other Golden 1 departments and branches to assist with error resolution and information exchange.
• Perform project management duties. Research, analyze, and prepare appropriate documentation for approval and implementation of projects. Participate in and provide expertise and managerial direction to assigned projects and project groups. Manage all new and on-going projects related to business loan and account servicing functions and process improvements.
• Ensure the monitoring and reporting of the member Data Changes are completed monthly per policy. Review the Data Change training module and update as necessary on an annual basis.
• Maintain an in-depth knowledge of Golden 1 operational policies and procedures.
• Responsible for maintaining the Business Continuity Plan.
• Perform other duties as assigned.

QUALIFICIATIONS AND PREFERENCES:

• Bachelor’s Degree in business or a related field preferred
• Directly related experience may be considered in lieu of education.
• 5+ years of progressive Business Account and Loan Serving experience within a financial institution preferred
• 3+ years of progressive Leadership experience required
• 2+ years in planning, developing, and coordinating projects preferred
• Contact Center experience preferred

WHY JOIN US:

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx-EntityID=2&id=2178

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

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