Retail Lending Support Lead

Merchants Bank has an opening for a Retail Lending Support Lead.  This position can work from any of our Merchants Bank locations in MN and WI.

Duties include overseeing and participating in the underwriting, processing, and loan documentation fulfillment processes for consumer loans and credit card applications received via Universal Bankers, Credit Card Staff, and Online.  This supervisory position will direct, oversee, and assist with training, development, documentation and implementation of consistent processes and procedures, and work in cooperation with other departments to provide consistent, exceptional customer experiences. 

Must have excellent communication and leadership skills.  10+ years of proven success in consumer lending including second mortgage activity required. 

Please click on Apply Now or apply in person at any Merchants Bank location. Questions can be emailed to hr@merchantsbank.com. Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Job Summary:

This position will be responsible for overseeing and participating in the underwriting, processing, and loan documentation fulfillment processes for consumer loans and credit card applications received via Universal Bankers, Credit Card Staff, and Online.  Must have a thorough understanding of consumer loan documentation; understand and adhere to loan policy; understand and adhere to regulatory compliance, understand required disclosures and reporting.  Ability to train and mentor direct reports to advance their job knowledge and assist in achieving career goals.  This individual will direct, oversee, and assist with training, development, documentation and implementation of consistent processes and procedures, and work in cooperation with other departments to provide consistent, exceptional customer experiences.   Priority must be given to providing exceptional customer service.  Work collaboratively with retail sales staff in a fast, efficient manner, and if needed, in an advisor capacity.      

Key responsibilities – Personally accountable as well as responsible to hold direct reports accountable for the following:

• Ethics:

• Maintain strict customer confidentiality at all times both on the job and off the job in the community.  

• Provide exceptional customer service:

• Review applications in a timely manner according to Service Level Agreements
• Process applications in Decision Pro
• Clearly communicate with customer and/or retail sales or credit card staff regarding supporting documentation needed to underwrite requests
• Clear and frequent communication with retail sales or credit card staff to keep them informed of progress being made on requests
• Handle concerns and complaints promptly and professionally and take appropriate action to resolve them quickly

• Loan Processing and Underwriting:
  • Review and process loan applications in Decision Pro
  • Assess applicants’ eligibility based on financial status, credit, income, property and other relevant factors
  • Order evaluations/appraisals
  • Obtain NADA values
  • Order UCC searches
  • Order title search
  • Order flood determinations
  • Obtain appropriate hazard and/or flood insurance
  • Make informed decisions (approve/decline) regarding loan approvals or denials, in accordance with approved lending authority and sound lending practices as set forth in Bank policies and procedures
  • Seek appropriate approval for loans outside lending authority and policy guidelines
  • When appropriate, approve exceptions to loan policy with consideration that exceptions should be kept to a minimum
  • Provide alternative solutions for applicants where appropriate
  • Provide recommended decision to frontline retail sales staff
  • If applicable, process denial letters and send to applicant

• Loan Documentation:
  • Prepare required loan documentation in Laser Pro
  • Be accurate and timely
  • Prepare regulatory disclosures and provide to frontline retail sales staff to provide to applicant in person or provide to applicants via DocuSign or mail
  • Prepare and provide closing documents to frontline retail sales staff or provide to applicants via DocuSign

• Post Closing:
  • Complete HMDA reporting
  • Obtain final title work
  • Work with retail sales staff to obtain items needed to clear any outstanding exceptions

• Risk Management and Compliance
  • Complete all required compliance training on time, as outlined in our policies and procedures.
  • Participate as needed/requested in audits and other regulatory duties
  • Maintain knowledge of and adheres to all applicable laws and regulations and policies and procedures relevant to retail consumer lending and Merchants Bank
  • Maintain excellent fraud prevention and resolution procedures at all levels

• Additional Duties Specific to Lead:
  • System Administrator backup for Decision Pro and Laser Pro
  • Backup for updating consumer rates
  • Acts as a resource to peers and other departments

• Supervisor Responsibilities:

• Create a cohesive work environment by building relationships between and directly with Specialists, Universal Bankers and Credit Card staff.
• Partner with HR in recruiting and making hiring decisions
• Provide appropriate orientation/training and mentoring for Specialists.
• Train Specialists on documents, correspondence, and customer follow-up.
• Set SMART performance goals for Specialists.  Complete performance reviews for Specialists and recommend salary increases using the appropriate salary matrix.
• Attend cross-functional meetings with internal departments and communicate outcomes with Specialists.
• Approve time records in a timely manner.  Be cognizant of time off and overtime usage.
• Address performance issues

• Adherence to company mission, values & goals

• Contribute to a positive working environment through words and actions
• Complete all company culture training as assigned
• Complete other duties as assigned

• Community Engagement

• Participate in community activities to actively promote the bank.

Minimum Qualifications:

• 10+ years of proven success in consumer lending including second mortgage activity

• Individual must desire leadership position and have proven ability to coach and train staff
• Leadership ability – sets an example for others by demonstrating a strong work ethic, promoting organizational values, acting with truth, sincerity and fairness, thereby earning respect and trust among peers and staff.  Develops and articulates a clear vision.  Creates an atmosphere that fosters motivation and high performance levels.  Makes decisions that support the organization’s goals, values and best interests.

• Excellent communication skills required, including strong verbal and written communication skills, including phone, email and internal instant messaging
• Strong technology skills: proven ability to learn and master multiple software systems.
• Strong financial acumen, and an ability to explain and advise frontline retail sales staff on financial considerations

• Change management – accepts that change is inevitable and embraces change with innovation, courage and resiliency.
• Team and people building skills – carefully recruits new team members, acts as a mentor and coach; sets clear, realistic expectations, provides candid, timely feedback, enthusiastically helps others resolve problems, improve, develop new skills and reach goals; recognizes and rewards strong performance and accomplishments. 

• Proven success working in a self-directed manner, with strong time management skills.
• Proactively manage schedule, follow through as promised, address challenges and identify opportunities for improvement.
• Solid analytical, organizational, problem solving and decision-making skills.
• Ability to multi-task and work on various duties with frequent interruptions.

Working Conditions:

Work will be performed while sitting at a desk, with a very low degree of lifting. Lifting will generally not require over 10 pounds in weight or pressure. Work involves sitting most of the time; position is defined as sedentary.  Inside working environment, low noise level.  Very pleasant surroundings. Extensive terminal and PC work will require good finger/eye coordination and dexterity.  Requires individual with above-average aptitude in reasoning, intelligence, and clerical perception.  Requires individual with ability to interact with internal and external customers primarily on telephone and through correspondence.

Mental Demands/Skill Requirements:

This position requires a high degree of intellectual ability, including strong computer and financial acumen, as well as strong human relationship building and conflict resolution skills. Also requires an ability to maintain the utmost level of professionalism while engaging with customers and coworkers on highly sensitive and emotionally charged topics.