SUMMARY: Responsible for on boarding, implementing, and executing on product and service projects that relate to ensuring business continuity, process improvement and the expansion of Consumer Lending.

This individual will provide internal customers and coworkers with the software-specific technical support and process/workflow assistance, including explaining features of the LOS and answering questions about functionality and procedures. Additionally, they will apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions, and escalate complex problems when required.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Manage Consumer Lending projects from conceptualization to implementation, provide updates and create visual project timelines, and assist with process improvement.
• Assist in bank wide projects that affect Consumer Lending.
• Participate in Operational Overside Committee and provide updates to SVP, Consumer Lending.
• Meet/work with Vendor Representatives to develop working plans to implement or improve current and/or new systems.
• Coordinate project team efforts to build project plans, listing the required resources, tasks, and dependencies to meet the committed deliverables for a project.
• Assist in vendor selection activities, including development of requirements, comparison of alternate solutions, project scope and cost/benefit analysis.
• Document LoanStar, ACTion, and LoansPQ end-user processes and procedures, and report findings SVP, Consumer Lending.
• Update, draft, and maintain job aids, procedure documents, workflow charts, and other documentation as per policies and procedures established by SVP, Consumer Lending and other managers.
• Perform and coordinate system and end-user testing.
• Assist in end-user training.
• Respond to helpdesk requests; assist internal customer and coworkers and provide a high level of customer service and appropriate sense of urgency.
• Escalate complex issues to other team members and/or submit support cases to vendors other department managers and SVP, Consumer Lending.
• Ability to pick up on trending issues and make suggestions for a better process.
• Prioritize the impact individual issues may have on day to day.
• Performs other duties as assigned.

EDUCATION and/or EXPERIENCE

• Bachelor’s degree and at least 5-10 years’ experience in project management and information technology; or equivalent combination of education and experience is required.
• Thorough operational and product knowledge and of consumer lending and all applicable Regulations that pertain to this position is required.

COMPUTER SKILLS

To perform this job successfully, an individual should be proficient in Microsoft Office Products, other Database software, and be able to learn new technologies quickly.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee will operate in a general office environment, using office equipment such as a phone and a computer. The employee must be able to bend and squat occasionally when accessing storage.
• Occasional travel, after-hours and weekend work will be required to attend industry and vendor tradeshows and conferences, and other duties as assigned.
• The noise level in the work environment is usually quiet to moderate as compared to a private office with light foot traffic and office equipment. The employee must be able and willing and able to interact frequently with the general public.