Consumer Loan Servicing Team Lead II - Remote

Overview

NASA Federal Credit Union is looking for a Consumer Loan Servicing Team Lead II to assist in managing the daily operations of the Consumer Loan Servicing department, mentor Loan Servicing representatives, and ensure exceptional customer service.

In Short

• Assist the Consumer Loan Servicing Manager with daily operations.
• Mentor and train Loan Servicing representatives (LSRs I-III).
• Resolve account issues and handle escalated member contacts.
• Maintain knowledge of regulations and compliance related to consumer servicing.
• Deliver customer service via telephone, mail, and email.
• Identify system and workflow improvements.
• Prepare and present reports.
• Manage multiple priorities in a fast-paced environment.
• Conduct quality checks and monitor daily workload of LSRs.
• Support department level projects as assigned.

Requirements

• Two+ years of related consumer servicing experience.
• Strong knowledge of consumer systems and regulations.
• Bachelor’s degree is a plus.
• One year of supervisory experience preferred.
• Ability to train and mentor staff.
• Excellent communication skills.
• Experience with data management and reporting.
• Ability to troubleshoot complex requests.
• Strong customer service orientation.
• Proficiency in using loan servicing systems.

Benefits

• Comprehensive healthcare and 401(k) with employer match.
• Remote work options available.
• Paid leave and insurance coverage starting after 30 days.
• Flexible Spending Accounts and Health Savings Accounts.
• Generous employer contributions toward premiums for insurance.
• Employee Assistance Program and Identity Theft Protection.
• Education assistance and employee referral bonus.
• Pet health insurance and employee discount program.
• 11 paid holidays and vacation leave.
• All benefits are based on eligibility requirements.