Lead Process Improvement - Consumer Lending

Perform analytics, reporting, change management, and process improvement efforts for Consumer Lending. Work with various teams to ensure that new guidelines, programs and procedures are communicated, implemented, and consistently applied. Work closely with the Consumer Lending management team to recommend and assess changes necessary to improve operational efficiency while remaining compliant with regulatory requirements. Provide process improvement insights for projects and operations.

NYC Salary range: $88,190 - $95,000 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Evaluate Consumer Lending guidelines, procedures, processes and workflow. Recommend continuous improvements to enhance service, the member experience and effectiveness.
• Lead and/or support Consumer Lending process improvement tasks, which may include facilitating stakeholder interviews, and producing current and future state analysis.
• Solicit ideas and input from lending management and business stakeholders regarding new processes and projects to better align services, offerings, policies and systems; take action on requests as approved or appropriate; collaborate with others in design and implementation.
• Participate in UAT, CIT, and system upgrades/enhancements and implementations.
• Evaluate/validate modifications within the loan origination system prior to management signoff.
• Develop process maps, flowcharts, and documentation to illustrate process changes.
• Coordinate internal training initiatives for Consumer Lending processes, maintain training curriculum, materials and procedures.
• Serve as subject matter expert (SME) across Consumer Lending on all processes, enhancements, and projects; assist with all departmental and inter-departmental project related activities; monitor and report progress.
• Demonstrate and document quantifiable improvements that show efficiency gains and member satisfaction improvements (such as reduced service level times, improved member satisfaction scores).
• Stay abreast of regulatory and policy changes in the area of consumer lending to ensure compliance with federal or state laws and regulations, UNFCU policies, procedures and standards.
• Support management to ensure the achievement of balanced scorecard goals and other desired performance metrics.
• Promote a strong member experience and support environment that is consistent with UNFCU’s service excellence philosophy and standards; investigate, review, and assign issues to team supervisors and managers related to member concerns, executive feedback, problems and projects to ensure they are addressed within established procedures and timeframes.
• Fulfill day-to-day workflow, exception handling, and/or problem-solving support activities as needed.
• Work closely with other UNFCU departments and staff to facilitate effective implementation of changes in procedures, as well as new products and services, within Consumer Lending.
• Work on projects and special assignments as assigned.
• Perform additional responsibilities as assigned.
• Uphold UNFCU’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures, including:

• Bachelor’s degree, or equivalent experience
• 7 years of related work experience in a lending environment, or in roles that provided strong working knowledge of consumer loan products and various lending or banking systems (i.e., Temenos LMS, Fiserv DNA, COOP Springboard, etc.)
• 3-5 years of experience in continuous improvement with demonstrable working knowledge of continuous improvement/LEAN approaches

• Full range of knowledge of consumer lending products and services
• Ability to plan, organize, and implement processes and procedures to support efficient operations
• Strong proficiency in relevant software applications, particularly loan origination systems, Fiserv DNA, and Microsoft Office
• Excellent interpersonal skills, tact and diplomacy
• Strong problem-solving skills and professional oral and written communication skills
• Strong negotiation, coordination and organizational skills
• Ability to work independently and exercise independent decision making
• Ability to define problems, collect and analyze data, establish facts, and draw valid conclusions
• Ability to manage relationships at all levels throughout the organization
• Ability to multi-task in a fast-paced environment
• Exercise discretionary judgment and maintain a high level of confidentia

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.