Consumer Lending Operations Manager

About the role

The Consumer Lending Operations Manager oversees consumer lending operational functions, loan operation systems, data management and reporting, audits, and compliance. This role exercises managerial authority over staffing, performance management, promotions, salary recommendations, and terminations.

Responsibilities

• Ensures department quality objectives and member service levels are attained from loan approval through closing and makes any necessary improvements or adaptations.
• Collaborates with department managers to ensure streamlined member experience and consistency in procedures and messaging to members, vendors, and dealers.
• Ensures all processing and closing practices meet credit union policies and are compliant.
• Accountable for the operational oversight, effective workforce planning, and direct management of team members.
• Establishes clear performance expectations, delivers ongoing feedback, and supports the professional development of each direct report through coaching and targeted growth opportunities.
• Fosters employee engagement to enhance departmental performance and ensures alignment of team efforts with organizational goals.
• Maintains compliance with the credit union’s policies and procedures.
• Demonstrates appropriate leadership by modeling integrity, setting a positive example, and cultivating a respectful, inclusive team environment.
• Collaborates with and back up Consumer Lending Sales Manager as needed to ensure consistent application of policies, guidelines, rates, tiers, and to seamlessly support all areas of consumer lending during vacations and absences.
• Maintain strong awareness of the lending competitor landscape, including the impact of FinTechs, to drive recommendations of the closing process and the lending technology.
• Research, recommend and implement approved consumer lending tools and processes which enhance the member and staff experience.
• Foster a member-centric culture.
• Lead the consumer lending department in audit and exam requests. Provide required documentation and act as liaison with auditors and examiners.
• Provide primary resource for other areas of the credit union when lending data is required.
• Oversee data management and reporting for consumer lending. Prepare board-level and other reports as needed according to required timelines.
• Works collaboratively with the Consumer Lending Sales Manager to summarize data.

Requirements

• Five years to eight years of similar or related experience, including preparatory experience.
• A college degree, certifications, or combination of course work/experience.
• The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust.
• Excellent Microsoft Office skills including preparing spreadsheets and reports.
• Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be capable of climbing / descending stairs in an emergency situation.
• Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours or travel off site whenever required or requested by management.
• Must be capable of regular, reliable and timely attendance.
• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Qualifications

• Must be at least 18 years of age.
• Favorable background, credit, criminal, bondability, and reference checks required.
• (Motor Vehicle check dependent on position).
• Travel to other branches or locations may be required depending on position.
• Must have knowledge of State and Federal laws and regulations that affect consumer and student loans is required.

Skills

• Knowledge of State and Federal laws and regulations that affect consumer and student loans is required.
• Excellent Microsoft Office skills including preparing spreadsheets and reports.

Benefits

N/A

Pay

N/A

Schedule

Monday - Friday, 8:00 am - 5:00 pm with additional hours may be required to meet business needs.