Title : Manager, Credit Advice- Contact Centre
Company : Coast Capital Savings Federal Credit Union
Location : British Columbia (CA-BC), Contact Centre
Job Type : Full-Time
Together, we help empower you to achieve what’s important in your life.
What's the job?
As a member of the Contact Centre’s senior leadership team, the Manager, Credit Advice oversees the day to day operations and risk management of the multi-channel Credit department.
The senior manager is responsible for the short and long-term strategic implementation of Coast Capital Saving’s credit programs and activities through the voice and web channels ensuring a superior member experience as we expand nationally.
The manager is accountable for overseeing senior Credit and Exception Approvals within assigned Credit Lending Limits; ensuring quality input and underwriting of the team's credit applications, balancing the management of risk with production;
and developing, monitoring and managing contact centre’s specific policies and procedures so that we meet our member’s financial well-being needs.
The manager is the subject matter expert for all continuous improvement initiatives that impact the voice and web channels.
The incumbent is accountable for developing individual and team's skills and performance to achieve Coast Capital Saving’s annual goals.
The role supports the Mortgage Underwriting Team through allocation of resources between the two teams, mentorship, and cross sharing of knowledge.
What you'll get to do :
Actively participates and supports Coast’s community programs. Responsible for leading and encouraging employees to participate in volunteer activities.
Leads by example and displays Coast values. Provides a work environment that engages employees and supports a productive, high performing team through coaching and all aspects of performance management.
Sets annual results-driven goals; determines and communicates priorities for the team to ensure targets are achieved.
Manages scheduling and workflows to ensure a high level of member service while maintaining target service levels.
Analyzes corporate workflow policies / procedures and makes recommendations for more streamlined, effective processes.
Develops, monitors and manages contact centre specific policies and procedures to ensure superior member experience. Makes recommendations, participates in the development and implements improvements.
Ensures timely reporting and analysis of individual and team performance looking for insights and opportunities to leverage performance.
In collaboration with the Contact Centre leadership team, develops contact centre goals, business plans and operating plans that meet department objectives and align to corporate strategy.
Monitors and ensures timely follow-up for owner occupied construction originations and administration follow-up.
Builds and maintains collaborative relationships across the organization in order to develop and implement continuous improvement initiatives to increase capacity and reduce member effort.
Collaborates with contact centre colleagues to deliver a consistent superior member experiences across all channels and support an engaged workforce.
Maintains effective relationships with Mobile Mortgage Specialist Team when administrating owner occupied construction to ensure a streamlined member process.
Ensures a safe, sound and profitable Credit portfolio is maintained through periodic post reviews of loans / mortgages underwritten by Credit Specialists.
Responsible for maintaining currency of Credit Team knowledge on industry trends and latest frauds in the market in order to mitigate risk when completing lending approvals.
Ensure timely responses to Credit Risk Review Audits and Lending Internal Audits while implementing timely corrective actions to address compliance issues.
Manages reporting requirements and actions on all files over specified period with no draws.
Accountable for monitoring, analyzing and implementing activities to ensure effective distribution of resources to maintain a high quality of service delivery balanced with sales advice to support business objectives.
Responsible for ensuring the team achieves required member satisfaction goals.
Responds to and resolves escalated complaints and / or problems.
Responsible for leading and engaging the team in order to achieve sales advice / referral targets and cross selling opportunities.
Who are we looking for?
Minimum 7 9 years of job related experience. Preference given to those with national credit experience and / or contact centre leadership experience.
Minimum 5+ years of senior credit and mortgage experience
Comprehensive knowledge of all aspects of retail / mortgage lending and of Coast’s retail credit policies and guidelines
Completion of a recognized 4-year college or university degree in business administration or a related field with equivalent experience
Intermediate knowledge of MS Office applications
Solid knowledge of technology and software applications specific to Credit Advice
Intermediate knowledge of MS Office applications
Experience working with multi-channel contact centre technology (such as CRM's, ACD, email and web chat platforms) an asset.
Strong sales coaching and customer service orientation
Strong organization, interpersonal and communication skills
Excellent track record in coaching for performance and mentoring for career development
Ability to develop, interpret, articulate and execute on strategy
Advance knowledge of risk management as it relates to credit underwriting
Strong attention to detail with the ability to detect indications of fraud and illegal activity whether it pertains to the income, documentation or collateral
Strong ability to quickly learn and adopt new technology
Acts as a Champion for Change. Challenges the status quo; encourages people to question existing methods, practices, and assumptions;
supports people in their efforts to try new things.
Adaptable and flexible. Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs.
Recognizes problems and responds in a timely manner, systematically gathers information, sorts through complex issues, seeks input, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when appropriate
Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives
Supports values, daily actions and decisions, communicates vision and values to others, generates enthusiasm, and aligned planning activities with corporate vision
Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities and provides leadership / motivation
Aligns day to day activities around broader organizational goals and objectives; prioritizes resources based on the strategic objectives of the organization;
recognizes and rewards people based on how their actions support organization's priorities
Expert knowledge of all aspects of performance management including developing goals, monitoring and evaluating performance and terminations.
Working knowledge of attendance management.
Works effectively as a team player and independently with minimal little supervision
Strong ability to analyze, interpret, and present data to a wide variety of audiences including senior leadership