Consumer Lending Sales Supervisor

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Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace SIX years in a row. Being part of TFCU will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike.

Summary: The Consumer Lending Supervisor plays a vital role in supporting the Consumer Lending Sales Team and Manager in achieving the strategic objectives of the lending department. This position is responsible for overseeing all aspects of lending origination and processing, including indirect lending, to ensure operational efficiency and excellence. The Supervisor leads a team of Officers and Funders, providing guidance, coaching, and performance monitoring to ensure individual and team success.

This role involves fostering a high-performance culture focused on meeting monthly goals, enhancing the member experience, and driving the achievement of lending and sales targets. By maintaining comprehensive knowledge of lending products, policies, and compliance requirements, the Supervisor ensures the team delivers accurate, consultative, and member-focused service. The position also requires active collaboration with team members, credit analysts, and loan processors to resolve complex issues, streamline processes, and deliver seamless loan experiences. As a key role within the Consumer Lending team, the Supervisor is instrumental in creating a positive and supportive environment where team members are motivated to excel and adapt to a dynamic financial landscape. Through continuous training, mentoring, monitoring, tracking progress and process improvement, this role contributes significantly to Tropical Financial Credit Union's mission of guiding members successfully through the financial marketplace.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Deliver service that meets Tropical Financial Credit Union's Service Standards as measured by Net Promoter or Internal Service surveys.
• Oversee daily planning and problem-solving to ensure team success.
• Monitor and evaluate loan consultant calls to provide performance coaching.
• Ensure compliance with policies and procedures for staff and systems operations.
• Supervise the team by being accessible, visible, and mobile to assist with escalated calls or questions.
• Track and manage loan queue metrics, including inbound calls, abandonment rates, and call waiting times.
• Maintain comprehensive knowledge of Fair Lending practices.
• Manage and monitor inbound and outbound consumer loan origination calls.
• Review loan applications, review loan decisions, and oversee the loan process with the team to ensure consistency.
• Explain various loan and credit options, including credit analysis and terms and work with officers to ensure the best options and solutions are presented to the members based on their needs.
• Conduct daily follow-ups and telemarketing efforts to members and potential members as needed.
• Track, Monitor and ensure the team overall meet monthly sales goals for ancillary products (credit life, disability, GAP, and mechanical breakdown).
• Ensure sales officers consistently identify members' financial needs and provide thorough consultative solutions during loan interviews.
• Meet monthly referral goals for mortgages and home equity loans.
• Collaborate with credit analysts and loan funders to resolve application issues.
• Assist with onboarding, training and mentoring new and existing team members.
• Handle escalated member concerns with professionalism to create a "WOW" experience.

Compliance:

• Maintain compliance with the Bank Secrecy Act (BSA) and anti-money laundering policies and procedures, including monitoring for unusual or suspicious activities relevant to the department.
• Complete assigned online BSA and OFAC training courses annually as provided by the Training and/or Compliance Departments.
• Maintain a thorough understanding of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending, and Credit Card Act.
• Comply with all TFCU policies and procedures to uphold regulatory compliance.

Perform other duties as assigned, with or without accommodation.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong interpersonal skills for frequent interactions with members, employees, and external partners.
• Proven ability to handle escalated member issues effectively.
• Proficiency in interpreting documents, analyzing reports, and providing actionable feedback.
• Strong written and verbal communication skills.
• Demonstrated ability to coach, document, and hold team members accountable, as well as lead by example.
• Solid understanding of lending practices, including credit analysis, debt-to-income, and loan-to-value assessments.
• High attention to detail and ability to work independently while adhering to deadlines.
• Critical thinking and problem-solving skills in a high-volume, fast-paced environment.
• Commitment to organizational policies, fraud mitigation, and security standards.
• Initiative and flexibility to adapt to changing needs.
• Team-oriented mindset with a willingness to learn and support others while ensuring alignment with business objectives.
• Strong organizational skills to ensure minimal errors and timely task completion.
• Ability to train and mentor team members effectively in a results-driven environment.
• Ability to participate in continuous improvement activities; including corporate and departmental projects.

Education and/or Experience

• Four-year degree in business/finance related subject preferred.
• High School Diploma or general education equivalent required.
• A minimum of 5 years relevant lending in a financial services environment, lending call center/sales management and member sales and service experience required and 3 years customer service experience preferred.
• Experience with assisting in the management of a call center or related and experience with scheduling and staff management required.
• Knowledge of Credit Union product offerings, as well as all services, provided preferred.
• Intermediate knowledge of computers (MS Office, Outlook, Word and Excel)
• Excellent written and oral communication skills.
• Written skills to include email etiquette.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit and use hands to handle or touch. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.