Purpose:

To generate an accurate assessment of the skill sets of your current employees who will administrate a profitable risk oriented indirect auto lending program and to quantify the challenges and opportunities your managers and employees are currently facing.

A CULM manager will be on site and by telephone, conducting one-on-one interviewswith a cross-section of management, consumer lending and collection department employees. Information gained during the interviews will allow CULM to customize the content of proposed training recommendations for credit union employees.

An executive manager of CULM will write the assessment and meet with the credit union executive management team to convey the assessment and recommendations for implementation of a profitable, risk oriented non-prime indirect auto lending program. This assessment will include recommendations of actions to take which will have the biggest impact on implementing your approved lending program, improving communication skills, teamwork, accountability and building a common vision for success between your managers and employees.

Purpose:

To facilitate the integration of the new or revised indirect non-prime auto lending program, CULM will be onsite to steward the change management process. On-site action planning, facilitation, training in the areas of relationship strategies, dealer negotiations, underwriting non-prime auto dealer paper, building even stronger relationships with dealers and to improve internal communications and teamwork. Shared success is our goal at CU Lending Solutions.

Our managers will construct methodologies for your employees and management to execute on specific actions plans outlined in the phase one assessment that will include:

Implement training for loan production quality and quantity

• Define optimal training schedule for each role (Loan Representative, Underwriter and Loan Processor)
• Implement staffing model to include regularly scheduled training

Define operating practices to improve quality of performance

• Gather information on strengths and weaknesses in operating practices
• Reach consensus on optimal practices
• Develop and implement method to share optimal practices

Policies, Procedures and Underwriting

• Develop and implement written policies and procedures manuals for employees and written underwriting guidelines for employees and dealers
• Define and implement Risk management procedures to monitor adherence to Credit Policies and regulatory compliance
• Develop and implement an audit process to identify non-compliant contracts
• Define and implement Risk management procedures to monitor adherence to Credit Policies and regulatory compliance
• Develop and implement an audit process to identify non-compliant contracts

Reporting

• Develop and implement management reporting requirements
• Develop and provide daily, weekly and monthly reports
• To track originations progress and volumes
• To provice risk management feedback and support
• To monitor borrower demographics

Other

• Training employees in the areas of lending change, funding change and relationship negotiations and strategies
• Advanced training for Collectors in non-prime or sub-prime collection strategies including loan modifications and tone of collection conversation.

Purpose:

An implementation of any new product or program can only be successful with on-the-job training and properly focused follow up.. Overseeing the initial phases of the program is the key for its long-term success.

Process

A manager will be on site as needed during the first week of originations working closely with the originations staff to ensure all practices previously trained are being properly followed and assisting with on-the-job training where and when needed. The manager will also be on site the fourth week after the first week of funding to work with the collector to implement necessary collection strategies previously trained.

During the first month of originations, a manager will hold regularly scheduled weekly meetings and thereafter monthly meetings with:

Consumer Lending Employees

• To ensure consistent implementation of underwriting policies and procedures.
• To facilitate the rapid and appropriate resolution of issues.
• To address service trends and issues, and resolve specific issues.
• To integrate production strategies.
• To create a feedback loop between consumer lending and risk management regarding dealers, underwriting, funding issues and service.
• To review trends from prior week, month or quarter.

Collections & Customer Service Employees

• To ensure consistent collection messages are being delivered
• To facilitate resolution of customer service related issues
• To integrate new collection strategies
• To create a feedback loop between consumer lending, risk management and loan servicing to address first payment defaults and dealer related issues
• To review trends from prior week, month or quarter performance

Risk Management

• To review loan originations application activity data
• To discuss credit trends from prior week, month or quarter
• To implement necessary changes to underwriting criteria
• To review dealer fraud issues
• To review first payment defaults
• To review 30, 60, 90 day delinquency trends
• To review static pool analysis

In addition a CULM executive manager will have a monthly telephone meeting with your management team and semi-annually an on-site meeting to discuss progress of assignment and address any areas of concern.