Lending Program Manager

About the role

The Consumer Money team at Intuit is working to make financial progress possible for everyone. Within this organization, the Money Operations team—which spans specialized functions across Banking, Lending, Disputes, Control, and Analytics—is responsible for establishing stable, highly efficient operations that seamlessly scale to support rapid business growth and protect the member experience.

Responsibilities

• Servicing & Collections Operations - Lead and support operational initiatives across servicing, collections, member support, disputes, and operational remediation activities.
• Develop and optimize operational workflows, controls, SLAs, servicing procedures, and governance processes supporting consumer lending operations.
• Support operational strategies related to delinquency management, repayment support, hardship programs, borrower communications, and servicing operations.
• Partner with Customer Success and Servicing teams to improve member experience, operational quality, and issue resolution processes
• Credit Bureau Reporting & Member Remediation - Support operational processes related to Metro 2 furnishing, account corrections, dispute escalation management, and servicing-related reporting investigations
• Avoidance of redundancy in the above tasks
• Vendor and Cross-Functional Lending Operations Support - Manage relationships with servicing vendors, collection agencies, BPOs, and operational support partners.
• Monitor and assist with vendor oversight processes, operational scorecards, reporting standards, and performance monitoring frameworks.
• Support implementation of new lending products, operational testing, servicing

Qualifications

• 5+ years’ experience in consumer lending, servicing and collections operations
• Knowledge of FCRA, FDCPA, ECOA, UDAAP, and consumer lending regulatory requirements.
• Strong understanding of Metro2 furnishing, consumer reporting operations, and dispute management process
• Experience managing operational escalations, process improvement initiatives, or operational remediation efforts
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills with experience identifying operational trends and root causes
• Able to work in a dynamic, ever changing environment with a sense of urgency. Proven ability to multitask and manage multiple projects
• Able to establish and foster critical relationships with cross-functional stakeholders
• Self-motivated and ability to work proactively and take the initiative