Consumer Loan Servicing Supervisor

ORNL Federal Credit Union

1d

About The Position

The Consumer Loan Servicing Supervisor oversees the daily
operations of the Consumer Loan Servicing team to ensure accurate processing,
documentation integrity, regulatory compliance, and timely completion of
servicing activities. This role monitors workflow, service levels, and quality
control standards to maintain operational efficiency and portfolio protection.
This position ensures adherence to credit union policies and all applicable
NCUA, state, and federal regulations while driving continuous process
improvement and supporting a consistent, positive member experience.

Requirements

• Three or more years of experience in consumer lending and/or consumer loan servicing is required.
• a high school diploma or GED is required.
• Proficiency in data analysis and reporting, with the ability to interpret KPIs and performance metrics to drive informed decision-making and operational improvements
• Must be proficient in Microsoft 365, to include Word, Excel and PowerPoint
• Excellent organizational and analytical skills
• Ability to communicate clearly and professionally with all levels of an organization
• Excellent written and verbal communication skills, including business writing ability
• Excellent time management skills and accustomed to working with deadlines
• Must be detail-oriented and be able to maintain a high level of accuracy

Nice To Haves

• One or more years of supervisory or leadership experience is preferred.
• A bachelor's degree in a business related field is preferred.

Responsibilities

• Supervises the Consumer Loan Servicing team, including hiring, training, and performance management. Sets clear expectations and goals to drive productivity and operational excellence while providing coaching to enhance skills and performance. Fosters a positive, collaborative culture and strong interdepartmental relationships to maintain a high-performing team environment.
• Oversees daily Loan Servicing operations, ensuring accurate processing, documentation integrity, and timely completion of servicing activities in compliance with credit union policies, internal procedures, and all applicable NCUA, state, and federal regulations. Monitors workflow, service levels, and quality control standards to maintain operational efficiency and regulatory adherence.
• Conducts in-depth research to resolve escalated member issues, delivering timely and effective resolutions that support a positive member experience. Provides prompt and thorough feedback to the VP of Consumer Loan Servicing to ensure awareness and appropriate follow-up.
• Participates in special projects, reviews, and cross-functional initiatives in support of departmental and organizational objectives. Develops, runs, and monitors monthly Consumer Loan Servicing reports, including but not limited to Metro 2 data files, decedent member reports, MLA and SCRA reporting, total loss reports, and loan reviews to ensure accuracy, compliance, and operational integrity.
• Performs other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees