Indirect Branch Relations Representative (Arizona)

Mountain America Credit Union•Ottawa, AZ

About The Position

The Indirect Branch Relations Representative is an essential role in connecting branches and service centers to the indirect department. The role is responsible for the partnership and ongoing training of all branch and service center teams on indirect products, services, and processes.

Requirements

5 years professional experience in a progressive financial setting, working in a lending setting
Advanced understanding of training and development.
Knowledge of Adult-learning theory and principles preferred
Bachelor’s degree from an accredited institution in business, marketing, finance, economics or related field. Education will be verified.
OR three additional years combined with experience years in a progressive lending role.
Intermediate skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
Experience with analytical and reporting software preferred
Demonstrated experience with Indirect systems including but not limited to: , Dealer Management Systems (DMS), Loan Origination Software (LOS), MACU’s system of record, etc. Continues to develops practical knowledge of applications within the business.
Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Ability to speak clearly and confidently in front of small to large audiences.
Knowledge and understanding of training and communication concepts, practices and procedures.
Knowledge and skills necessary to build relationships though proactively uncovering and meeting member’s needs.
Ability to work both autonomously and collaboratively in a fast-paced environment.
Must have excellent customer service, leadership, communication, organizational and analysis skills.
Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
Adaptive to change, responds positively to altered circumstances or conditions
Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
Effective in variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels.
Ability to sit, talk and hear consistently
Ability to stand, walk, and use hands to handle or reach occasionally
Close vision (clear vision at 20 inches or less)
Distance vision (clear vision at 20 feet or more)
Ability to lift up to 25 pounds occasionally

Nice To Haves

Knowledge of Adult-learning theory and principles preferred

Responsibilities

Train and provide detailed support to branch team members regarding the Indirect Lending program to ensure alignment as One MACU for our members and dealers.
Facilitate training and ongoing education for Indirect lending products, underwriting guidelines, loan regulations, compliance, MACU loan programs, and procedure changes
Guide team members through company software and loan origination systems. Train to properly utilize systems for speed, accuracy, and ease of completing a loan application.
Monitor, review, and report on progress of participants through daily check-ins, surveys and discussions with key managers to be strategic in development direction
Visit Branches to schedule and host Morning Meetings, 1:1 training with branch (or other MACU teams) team members, Allegro, CRM and Referral training.
Work closely with Branches and Indirect Dealer Marketing Reps to conduct marketing calls to dealerships when problem solving and/or complaint resolution is needed.
Applies subject matter knowledge to create, monitor and update content for procedures and/or knowledge center, internal policies, and programs, and maintains material accuracy.
Facilitation of communication between Indirect and Branch team members for complaint and dispute resolution. Evaluates complaints and the unique circumstances to assist in making recommendations for members, dealers, and MACU team members.
Provides periodic reports and updates based on and tracking and managing branch training and dealer/member complaints.
Ensure branch teams receive appropriate incentive for Indirect partner referrals through CRM management and processing to support a One MACU dealer experience.
Facilitate, plan, and coordinate dealer SEG events and collaborate with team members, marketing and other internal stakeholders while representing the credit union and department at ribbon cuttings, grand openings and other credit union activites.
Provide support on high priority coaching areas to result in process improvements in procedures and training.
Performs Quality Assurance support according to timelines with clear and concise feedback to aid in process improvements and coaching by management.
Present training content clearly and confidently to large and small groups, both in-person and remotely
Consult with subject matter experts and department managers of internal team and supporting areas to ensure development program content is accurate, effectively communicated, and objectives met
Collaborate with course designers ensuring classes are consistent in design, including presentation materials, participant materials, facilitator materials, etc.
Collaborate with leaders on process opportunities and improvements for the indirect department and ability to articulate it’s impact on both internal and external partners
Perform other duties as assigned