Job Description

Credit Union Acceptance Company is looking for an experienced System Administrator/Project Manager to work with our clients and team. The ideal candidate is someone with indirect lending experience and also key software components DEALER TRACK, ROUTE1, ETC, AND DL4 SOFTWARE.

POSITION SUMMARY:

The Project Manager (PM) is responsible for 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 System Administrator/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 System Administrator/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.

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, and walk.

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.

Company Description

For over 22 years now, CUAC has been working with Credit Unions all over the country to establish a responsible point-of-sale indirect lending program. Are you losing your members’ auto financing at the dealership; or, are you on a 3RD party software platform outside of Dealertrack or RouteOne and losing market share? If so, let CUAC show you how to harness industry-leading technology to build an indirect program that will allow your Credit Union to compete with captive finance companies, national and regional banks and other top tier lenders. CUAC offers a robust suite of products that enable your Credit Union to utilize a menu-based approach to select only the services needed. If your institution requires assistance with underwriting, dealer representation, fulfillment, processing or compliance, let us come up with a custom solution that fits your needs. Indirect solutions are never a one size fits all. CUAC will work closely with your lending team to provide the tools and services you need at a competitive price.