Consumer Loan Processing Supervisor

Capital Credit Union•Ashwaubenon, WI

About The Position

The Consumer Loan Processing Supervisor leads Consumer Loan Processing operations in support of the Credit Union’s mission of “Doing the Right Thing.” The role ensures accurate, timely, and member-focused service while overseeing paid loan processing, insurance refunds and claims, lien perfection, loan documentation, and support for branch and member service teams. The supervisor leads employees, coordinates workflow, resolves escalated issues, and works with internal teams and external vendors to improve service, compliance, and operational efficiency. The position provides daily operational and employee leadership, monitors department performance and risks, and recommends improvements to the AVP - Loan Servicing and Senior Leadership Team. It also coordinates training and processing support for Member Service Representatives and Branch Managers.

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 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, including 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, including assigning work, balancing workloads, maintaining coverage, monitoring service levels, and ensuring timely completion of department responsibilities.
Provide day-to-day direction, coaching, and support to Consumer Loan Processors and promote consistent, accurate, and efficient work practices.
Oversee employee 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 departmental service providers.
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.