Consumer Loan Processing Supervisor

Capital Credit Union•Green Bay, WI

5d•Onsite

About The Position

Upholds Capital Credit Union’s mission of “Doing the Right Thing” by leading Consumer Loan Processing operations and ensuring accurate, timely, and member-focused service. The position oversees paid loan processing, insurance refunds and claims, lien perfection, loan documentation, and support for branch and member service teams. It leads employees, coordinates workflow, resolves escalated issues, and partners with internal teams and outside vendors to improve service, compliance, and operational efficiency.

Requirements

High school diploma or equivalent and 2–3 years of experience in consumer lending, loan processing, loan servicing, or a related financial services role, or an equivalent combination of education, training, and experience.
Working knowledge of consumer lending products, loan documentation, lien perfection, insurance-related processing, paid loan procedures, and applicable regulatory requirements.
Proficiency with Microsoft Word, Excel, email, and internet-based applications.
Ability to read and interpret detailed instructions, reports, technical materials, correspondence, and regulatory requirements and apply the information to sound business decisions.
Strong analytical, organizational, and problem-solving skills, including the ability to research and resolve complex operational or member issues.
High degree of accuracy and attention to detail, with the ability to review documentation thoroughly and manage multiple priorities in a fast-paced environment.
Effective written, verbal, listening, and interpersonal skills, including the ability to coach employees and address sensitive situations professionally and diplomatically.
Ability to exercise independent judgment, maintain confidentiality, demonstrate consistent leadership, and support Credit Union objectives.

Nice To Haves

Prior supervisory or team leadership experience.

Responsibilities

Lead daily Consumer Loan Processing operations by assigning work, balancing workloads, maintaining appropriate coverage, monitoring service levels, and ensuring timely completion of department responsibilities.
Provide day-to-day direction, coaching, and support to Consumer Loan Processors, promoting consistent, accurate, and efficient work practices.
Oversee employee development, including onboarding, training, cross-training, performance appraisals, recognition, corrective action, and recommendations regarding compensation and promotion.
Partner with the AVP - Loan Servicing and Employee Experience to recruit, interview, and select employees.
Monitor department performance, expenses, risks, and workflow trends.
Recommend process, technology, and service improvements to the AVP - Loan Servicing and Senior Leadership Team.
Coordinate workflow with branches, Member Service Representatives, lending teams, and other departments to resolve questions, address complaints, and meet member needs promptly.
Oversee paid loan processing, including refunds, release documentation, member notices, and related follow-up.
Oversee lien perfection, file cleanup, collateral valuation support, corrected security agreements, insurance claim and refund processing, and payment adjustments related to force-placed insurance.
Work with outside vendors, including Fiserv, TransUnion, Allied Solutions, TruStage, Vitu, and other service providers used by the department.
Partner with Learning and Development to train and support Member Service Representatives and Branch Managers on lending systems, procedures, and processing requirements.
Complete projects and other duties assigned by the AVP - Loan Servicing or Senior Leadership Team.