Position Overview

• Accountable for planning, organizing, leading, and directing the Credit Union’s loan production, deposit growth, and member relationship expansion efforts.
• Responsible for achieving both individual and team production goals related to: Consumer Loan Production, Deposit Growth, New Member Acquisition and Cross-Sell Ratios.
• Directly supervises and develops a team of seven (7) Universal Bankers.
• Serves as part of the centralized consumer loan underwriting team.
• Ensures compliance with all internal policies, regulatory requirements, and documentation standards.

Responsibilities

A. Loan Production & Underwriting Leadership

• Ensure individual and team consumer loan production meets or exceeds established goals.
• Maintain personal loan production consistent with leadership expectations.
• Interview loan applicants and: Gather financial and background information, Analyze credit reports and repayment capacity, and Structure loans within policy guidelines.
• Serve as a centralized consumer loan underwriter. Ensure all loans comply with internal policies, risk tolerance, and regulatory standards.
• Promote all ACU loan products including Auto, Recreational, and Switch & Ditch refinancing, Personal loans and credit cards, and HELOCs, mortgage products, land and mobile home loans.
• Support seasonal loan promotions and growth campaigns.
• Collaborate with Loan Operations to ensure process consistency and efficiency.
• Monitor loan pipeline activity and manage follow-up to increase closing ratios.
• Assist with delinquent account management as assigned.

B. Deposit Growth & Relationship Expansion

• Drive personal and team deposit production aligned with growth targets.
• Promote and educate members on ACU deposit products / services.
• Improve and monitor cross-sell ratios across loan and deposit relationships.
• Lead proactive efforts to convert single-service members into multi-product relationships.
• Track and report new memberships, checking penetration, and product per household metrics.
• Support debit card, online banking, and e-statement growth initiatives.

C. Team Leadership & Development

• Directly supervise a team of seven (7) Universal Bankers.
• Establish clear production expectations for: Loans, Deposits, New memberships and Cross-sells
• Provide ongoing coaching, mentoring, and performance feedback.
• Conduct regular one-on-one meetings and production reviews.
• Train new Universal Bankers to ensure product knowledge and production readiness.
• Reinforce consultative selling techniques (not order-taking).
• Foster a competitive yet collaborative team environment.
• Identify skill gaps and coordinate training opportunities.
• Support succession planning and internal talent development.

D. Sales Culture & Member Experience

• Model and reinforce ACU’s 5-Star “Gold Standard” service expectations.
• Promote a proactive, relationship-focused service culture.
• Ensure Universal Bankers: Actively listen for needs, Identify cross-sell opportunities, and Provide financial solutions rather than transactions
• Create measurable strategies to improve member retention.
• Ensure timely follow-up on member inquiries and loan applications.
• Address and resolve member service escalations professionally.

E. Strategic Growth & Community Engagement

• Support strategic initiatives related to: Membership expansion, Field of Membership growth, and Small business relationship development.
• Assist with promotional events including: Auto sales events, Seasonal loan campaigns, and Community financial literacy efforts.
• Represent ACU at external community functions, networking events, and outreach programs.
• Build referral relationships with local businesses and community leaders.
• Support business development efforts, including referrals to Small Business Services.