AVP, Operations and Customer Experience, Auto Lending

Key Responsibilities

• Leadership
  • Supervise, coach, and develop customer service and loan funding team
  • Establish performance expectations and monitor productivity, accuracy, and service levels
  • Carry out performance evaluations, provide feedback, and support training initiatives
  • Foster a collaborative, service-oriented team culture aligned with community banking values
• Loan Funding Oversight
  • Oversee the funding of consumer loans (e.g., auto, and other retail products)
  • Review loan files for completeness, accuracy, and adherence to credit approvals
  • Ensure timely disbursement of loan proceeds and proper documentation
  • Manage exception handling and resolve escalated funding issues
• Customer Interaction & Service
  • Promote respectful, solution-oriented customer engagement consistent with community banking values
  • Ensure customers are treated fairly while achieving collection objectives
  • Act as escalation point for complex borrower situations, disputes, and hardship cases
• Collections Operations
  • Oversee daily collection activities across delinquency buckets (early-stage to late-stage)
  • Ensure timely follow-up on past-due accounts to minimize delinquency and charge-offs
  • Maintain repayment arrangements, extensions, and loan modifications
  • Handle escalated or sensitive collection cases
• Customer Service & Support
  • Ensure prompt, professional handling of customer inquiries and concerns
  • Act as escalation point for complex or sensitive customer issues
  • Promote a high level of customer satisfaction through consistent delivery service
  • Support internal teammates with loan-related questions and processes
• Compliance & Risk Management
  • Ensure adherence to all applicable regulations and internal policies
  • Monitor loan documentation and funding processes for accuracy and compliance
  • Identify and mitigate operational and fraud risks
  • Aid with internal audits, exams, and quality control reviews
• Operational Efficiency & Reporting
  • Track and report key performance metrics (e.g., funding turnaround times, error rates, service levels)
  • Identify process improvement opportunities and implement workflow enhancements
  • Collaborate with underwriting, processing, servicing, and compliance teams
  • Support system improvements and implementation of best practices

Requirements

• Bachelor’s degree in business, Finance (preferred), or related field (or equivalent experience)
• 4+ years of experience in consumer lending, loan operations, or customer service
• 1–3 years of supervisory or leadership experience
• Strong analytical, organizational, and communication skills

Benefits

Presidential Bank, FSB offers a competitive benefits package that includes paid leave, health, dental, vision, disability, and life insurance as well as two retirement plans.

About the Role

Presidential Bank, FSB is an equal opportunity/affirmative action employer. We consider applicants without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other category protected by federal, state or local law.

Pay

$70,000 - $85,000