Consumer Loan Operations Manager

Pre-employment background checks, including criminal records, credit reports, and drug tests, will be required. Job offers are contingent on successfully completing all pre-employment background screenings. Applicants must complete all required sections of the application. Incomplete submissions will not be reviewed or considered.

Summary:

Under the direction of the Director of Consumer Loans and Servicing, the Consumer Loan Operations Manager is responsible for managing the day-to-day operations of the Consumer Loan Department, ensuring compliance with Credit Union lending policies, procedures, and applicable state and federal regulations. This position provides leadership and oversight to Consumer Loan Operations employees, administers designated loan protection and ancillary products, and provides ongoing lending support and training to branch and lending personnel.

The Consumer Loan Operations Manager exercises independent judgment in planning, organizing, and accomplishing departmental objectives. The position is responsible for supervising staff, implementing operational and regulatory changes, maintaining effective loan processing procedures, and supporting the development and administration of consumer lending programs. The role requires strong organizational, analytical, communication, and leadership skills, as well as the ability to work independently with limited direct supervision.

Essential Duties and Responsibilities:

• Promotes, sells, and cross-sells Credit Union products and services to current and prospective members using a member benefit-based approach.
• Ensures compliance with all applicable Credit Union policies, procedures, and regulatory requirements, including the Bank Secrecy Act (BSA), USA PATRIOT Act, OFAC requirements, and other applicable laws and regulations.
• Ensures the Credit Union’s consumer lending operations comply with all applicable state and federal laws and regulations.
• Oversee the selection, onboarding, training, coaching, counseling, discipline, and performance evaluation of Consumer Loans Department employees.
• Develops employee schedules and reviews and manages departmental timecards.
• Oversee the loan file vault, ensuring appropriate processes are established and maintained for functionality, organization, security, and record retention.
• Coordinates the implementation and communication of changes to loan processing procedures, systems, products, and new loan programs.
• Develops, maintains, and updates departmental policies, procedures, and operating standards.
• Assists in developing and delivering training on lending policies, procedures, and regulatory requirements to Credit Union staff.
• Oversee quality control reviews of consumer loans and communicate findings and recommendations to appropriate management.
• Establishes and maintains loan documentation standards and portfolio review rating systems in accordance with Credit Union lending policies.
• Oversee the perfection and maintenance of electronic liens and the secure safekeeping of titles held as collateral for loans.
• Manages consumer loan ancillary products and services.
• Identifies potential lending issues and coordinates timely resolution with members, lending staff, and Lending Division management.
• Processes employee and volunteer consumer loan applications in accordance with established policies and strict confidentiality requirements.
• Assists with the research, analysis, and selection of new consumer loan products and programs.
• Leads the implementation of new loan programs, compliance requirements, system enhancements, and related upgrades. Coordinates testing with Credit Union employees and third-party vendors, provides training to lending personnel, and monitors and analyzes implementation results.
• Provides ongoing consumer lending training, guidance, and operational support to lending staff.
• Ensures disputes received through E-OSCAR are researched, addressed, and resolved accurately and within established timeframes.
• Review existing lending policies and procedures and make recommendations for revisions and enhancements.
• Assists with the development, implementation, and evaluation of consumer loan marketing strategies, campaigns, and promotional events.
• Promotes a culture of compliance, accountability, service excellence, and continuous improvement within the Consumer Loans Department.
• Maintains current knowledge of consumer lending regulations, industry practices, Credit Union policies, and emerging lending trends.
• Performs other duties and responsibilities as assigned by appropriate management.

Growth Strategy Development

Market Expansion & Member Experience Initiatives

Consumer Insights & Marketing Alignment

Compliance & Risk Management

Supervisory Responsibilities

Supervises employees in the Consumer Loan Operations Department. Carries out supervisory responsibilities in accordance with organization’s policies, procedures and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and