Consumer Lending Operations Manager

At Financial Plus Credit Union (FPCU), we believe in the power of collaboration, embrace inclusivity as a strength, and are driven by a shared commitment to success. Our community-centered approach goes beyond financial services; it's about fostering connections and making a positive impact. Join us, and be part of an environment that prioritizes wellness, encourages continuous learning, and opens doors to developing you into the person you want to be.

About the role

The Consumer Lending Operations Manager oversees the day-to-day operations of the consumer lending department, ensuring efficient lending practices, high standards of customer service, and compliance with all regulatory requirements. This role drives loan growth while managing risk and fostering a high-performing, member-focused team. The manager collaborates with the VP of Consumer Lending to execute strategic initiatives and improve loan products and processes to meet members' financial needs.

Responsibilities

• Oversee the consumer lending operations team, including loan processors and support staff, to ensure smooth and efficient loan processing and servicing, including systems administration and project implementation.
• Develop, implement, and monitor lending policies, procedures, and best practices to ensure compliance with federal and state regulations.
• Develop and implement strategies to improve operational efficiency and service quality.
• Manage and coordinate the work of the consumer lending operations team to ensure timely and accurate processing of loan applications.
• Collaborate with other departments to develop and implement best practices for loan processing and servicing.
• Analyze loan portfolios to assess risk, profitability, and growth opportunities, making recommendations to senior management for improvements.
• Monitor and analyze key performance indicators (KPIs) to identify trends and opportunities for improvement.
• Collaborate with the marketing department to promote lending products and services, increasing member engagement and loan volume.
• Maintain and improve member service by ensuring all inquiries, applications, and issues are handled professionally and promptly.
• Conduct regular audits of loan files to ensure accuracy, compliance, and proper documentation.
• Provide coaching, development, and training for lending operations staff to enhance their skills and performance.
• Work with third-party vendors, including loan origination system providers and credit reporting agencies, to optimize processes.
• Stay up to date on industry trends, lending laws, and product innovations to recommend improvements or new offerings.
• Resolve complex member issues and escalate as needed, maintaining a high level of professionalism and problem-solving.
• Assist in budgeting and forecasting for the consumer lending division.
• Ensure compliance with all federal and state laws and regulations, including the Bank Secrecy Act, Patriot Act, and Office of Foreign Asset Controls, and request legal interpretation as necessary.
• Ensure subordinates are compliant with applicable laws and regulations.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in Finance, Business Administration, or a related field; or equivalent work experience.
• 3-5 years of experience in consumer lending, with 2-3 years in a leadership or management role preferred.
• Understanding of basic computer skills including Microsoft 365 suites.
• Must be bondable.

Skills

• Strong leadership and management skills with the ability to motivate, coach, and develop a high-performing team.
• Analytical thinking with the ability to evaluate loan portfolios and make data-driven decisions.
• Exceptional problem-solving skills with a solution-oriented mindset.
• Detail-oriented, ensuring compliance and accuracy in all aspects of lending.
• Ability to handle multiple tasks in a fast-paced environment while meeting deadlines.
• Positive and professional image with effective and courteous verbal and written communication skills.
• Courtesy, tact, and diplomacy in personal interactions both inside and outside the organization.

Physical Demands & Work Environment

• Sedentary work; sitting most of the time. Exerts up to 10+ pounds of force occasionally.
• The noise level in the work environment is professional and typically moderate.