Credit Union Acceptance Company is looking for an experienced Project Manager to work with our clients and team. The ideal candidate is someone with indirect experience and also key software components Dealer Track, Route1, etc, and DL4 software.
POSITION SUMMARY:
The Project Manager (PM) is responsible for the management and execution of all CUAC project-related tasks and oversight of the Customer Support Specialist position. The management of projects includes new and existing expansion of Loan Origination Software (LOS), CUAC HelpDesk, PowerBI, CUAC Back‐office, and any other support-type solutions. The management of the Customer Support Specialist includes customer support issues including connectivity, software programming & troubleshooting as well as overseeing peripheral solutions. This also includes ensuring that all monthly reports, audits, and other related information are provided to management in a timely manner. The PM is responsible for ensuring that the tracking and resolution of all first‐level CUAC client issues are handled efficiently and effectively. This includes issues surrounding LOS, connectivity issues, and other general customer service type issues. The PM is responsible for assisting the CUAC management team with all high‐level issues including compliance, credit, and funding. The PM is responsible for assisting Credit and Funding teams with application and contract flow management as well as adjustments to process to ensure CUAC meets quality and turn‐around benchmarks.
ESSENTIAL DUTIES and PERCENT OF TIME SPENT:
Provide project management and oversight for CUAC | 25% |
Oversee CSS in all aspects of customer issue tracking, resolution, and report to management | 20% |
Assist management with all high‐level issues, account management, etc. | 20% |
Perform monthly loan management reports including profitability, month‐end, etc. | 20% |
Miscellaneous project-related tasks | 15% |
OCCASIONAL DUTIES AND RESPONSIBILITIES: | |
Training of new staff members and client training as needed. | |
KNOWLEDGE AND SKILLS:
The Project Manager needs to be proficient in all software and web‐based applications utilized by CUAC. This includes Loan Origination Software platforms, CUAC HelpDesk (FreshDesk), DealerTrack, RouteOne, and CUAC web‐supported solutions including Back Office and PowerBI. A college degree is highly recommended but the commensurate experience will be considered. The Project Manager will be responsible for all aspects of the above-mentioned systems and will serve as administrative lead on all system project-related items.
EXPERIENCE:
The Project Manager position requires a strong background in customer service. High-level skills in TCI or other similar LOS platforms as well as Word, Excel, etc. are preferred. The Project Manager must have a high level of all indirect operations and understand how the operations are integrated with other business units and the CUA Admin team.
SUPERVISORY RESPONSIBILITES:
The Project Manager will be responsible for the supervision and oversight of the Customer Support Specialist. This will include day-to-day management, providing coaching and training, performing quarterly (as needed) and annual performance reviews as well as any disciplinary action needed. The Project Manager will also be responsible for training and project/task coordination with the Administrative Assistants. This includes assistance with reports, basic system programming, etc.
FISCAL RESPONSIBILITY: The Project Manager will assist management in ensuring that budgetary requirements are met.
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
Work Environment: Office environment and work from home.
Physical Demands: While performing the duties of this job the employee is regularly required to sit, stand, walk.
Defined Business Hours:
Monday – Saturday 8 AM – 8 PM
Defined Scheduled Work Hours:
Monday – Friday 8 AM – 5 PM
The Project Manager Shall remain on call from 8 AM to 8 PM during defined business hours for critical business issues outlined below in the Service Response Expectations section. The Project Manager may be asked for assistance on scheduled days off or company-defined holidays in the event of a critical issue.
SERVICE RESPONSE EXPECTATIONS
The following are expectations for service response times for the Project Manager.
Issue | Response Time | Ability to Assist Time |
APS Connectivity Issues | 15 minutes | 15 minutes |
APS Login Failures/Lock‐out | 15 minutes | 15 minutes |
APS Programming Issues | 15 minutes | 15 minutes |
Employee Connectivity Issues | 15 minutes | 15 minutes |
Employee Login Failures | 15 minutes | 15 minutes |
Employee Programming Issues | 15 minutes | 30 minutes |
The servicing of CUAC customers' and employees’ needs on our Loan Origination Service platform and other software-related products is key. The Project Manager must follow the service response expectations outlined above. The PM is free to pursue normal activities but is required to carry company-issued equipment, such as cell phone and computer or tablet, at all times. Management must also be notified anytime the PM is not capable of meeting these needs. Due to customer and staff needs, the PM must understand the need and urgency of being available at all times (including hours outside of scheduled hours.)
The Project Manager will be responsible for all applicable communication to CUAC Full Service and APS clients as it relates to system outages, connectivity issues, etc. Any issue relating to multiple customers must be conveyed to clients in a broadcast email message. An update must be provided every 15 minutes until the issue is resolved. In the event that the Project Manager is unavailable to fulfill these obligations, the Executive Vice President must be notified immediately.