Team Lead, Collateral Administration

Overview

PenFed is hiring a Team Lead, Collateral Administration to work onsite at our Omaha, Nebraska Service Center. This role is responsible for overseeing the end-to-end lien placement process for auto loans, ensuring compliance with regulatory requirements, enhancing operational efficiency, and driving a high level of customer satisfaction. This role will guide staff in analyzing complex titling and lien placement issues, monitoring collateral administrator job duties, and resolving member complaints. This role will guide staff in analyzing vehicle title related activities, which includes but is not limited to reviewing policies, reconciliation processes, monitoring processors’ job duties, and resolving member complaints. The incumbent may perform the duties of the Manager, Collateral Administration, in the manager’s absence.

Responsibilities

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Assign, plan and monitor work to ensure production is complete by determined deadlines with the utmost quality.
• Monitor and resolve member escalations and complaints in a timely manner. Ensuring a positive outcome and root cause is rectified.
• Support, mentor and coach team members in both professional development and productivity goals. Perform monthly phone, account, queue and duty reviews.
• Collaborate with the Manager, Collateral Administration regarding hiring, staffing, disciplinary action and training for department team members.
• Interact with vendors, members, and various state departments of motor vehicle agencies to resolve and improve procedures, policies and protocols. Review daily departmental challenges and exceptions to policy.
• Provide training and guidance to ensure new products, procedures, and guidelines are properly communicated. Creating and updating training guides as needed and offering recommendations related to staff or process enhancements to Manager, Collateral Administration.
• Remain current on all new and current system functions.
• Remain current on all collateral-related processes; to include but not limited to releasing titles for registration, owner name change, titling in a different state, payoff/lien release requirements, change in ownership requirements of state agency and PenFed.
• Plan and organize staff huddles, at minimum of weekly. Capturing notes and ensuring proper follow up on takeaways.
• Act on exceptions to policy, fee waivers, and refunds fees within delegated authority.
• Conduct quality assurance reviews of assigned staff, business partners, and collateral vault. Providing recommendations on trends and concerns to Manager, Collateral Administration.
• Keep department managers informed of accomplishments, problems, and continuous improvement.
• Maintain SharePoint site, ensuring bi-annual review of all procedures. Identify new and modify existing policies and procedures as needed.
• Utilize data sources and proper reporting to monitor and maintain department performance and KPIs.

Qualifications

An equivalent combination of education and experience is considered.

• Bachelor’s Degree in related field is preferred.
• Minimum of six (6) years of work experience in banking operations or equivalent required. Experience with PenFed Credit Union products preferred.
• Minimum of two (2) years of collateral administration experience in related work is required.
• Minimum of one (1) to two (2) years of experience in a managerial or supervisory role.
• Knowledge of statistics is preferred.
• All member contact and leadership decisions must be provided in a professional, accurate, and timely manner.
• Experience in using A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

There are no additional certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

The ability to travel to various worksites and be on call may be required.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Assign, plan and monitor work to ensure production is complete by determined deadlines with the utmost quality.
• Monitor and resolve member escalations and complaints in a timely manner. Ensuring a positive outcome and root cause is rectified.
• Support, mentor and coach team members in both professional development and productivity goals. Perform monthly phone, account, queue and duty reviews.
• Collaborate with the Manager, Collateral Administration regarding hiring, staffing, disciplinary action and training for department team members.
• Interact with vendors, members, and various state departments of motor vehicle agencies to resolve and improve procedures, policies and protocols. Review daily departmental challenges and exceptions to policy.
• Provide training and guidance to ensure new products, procedures, and guidelines are properly communicated. Creating and updating training guides as needed and offering recommendations related to staff or process enhancements to Manager, Collateral Administration.
• Remain current on all new and current system functions.
• Remain current on all collateral-related processes; to include but not limited to releasing titles for registration, owner name change, titling in a different state, payoff/lien release requirements, change in ownership requirements of state agency and PenFed.
• Plan and organize staff huddles, at minimum of weekly. Capturing notes and ensuring proper follow up on takeaways.
• Act on exceptions to policy, fee waivers, and refunds fees within delegated authority.
• Conduct quality assurance reviews of assigned staff, business partners, and collateral vault. Providing recommendations on trends and concerns to Manager, Collateral Administration.
• Keep department managers informed of accomplishments, problems, and continuous improvement.
• Maintain SharePoint site, ensuring bi-annual review of all procedures. Identify new and modify existing policies and procedures as needed.
• Utilize data sources and proper reporting to monitor and maintain department performance and KPIs.

An equivalent combination of education and experience is considered.

• Bachelor's Degree in related field is preferred.
• Minimum of six (6) years of work experience in banking operations or equivalent required. Experience with PenFed Credit Union products preferred.
• Minimum of two (2) years of collateral administration experience in related work is required.
• Minimum of one (1) to two (2) years of experience in a managerial or supervisory role.
• Knowledge of statistics is preferred.
• All member contact and leadership decisions must be provided in a professional, accurate, and timely manner.
• Experience in using A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

There are no additional certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

The ability to travel to various worksites and be on call may be required.