Consumer Loan Servicing - Sup - Consumer Loan Servicing

Golden 1 Credit Union • Sacramento, CA

1d • Hybrid

About The Position

The Consumer Loan Servicing Supervisor leads staff and oversees end-to-end consumer loan servicing operations at Golden 1 Credit Union. The role is responsible for team performance, member service, operational execution, risk and compliance, vendor oversight, and continuous process improvement. The position is hybrid in Sacramento, California, and reports to the Senior Manager of Operations – Consumer Loan Servicing.

Requirements

• Five or more years of experience in consumer loans, commercial loans, and detailed knowledge of credit bureau reporting are preferred.
• Five or more years of experience leading and managing teams, with a focus on performance coaching and development, are preferred.

Nice To Haves

• Bachelor’s degree in a related field or equivalent work experience is preferred.
• Experience in consumer loans, commercial loans, and detailed knowledge of credit bureau reporting.
• Experience leading and managing teams with a focus on performance coaching and development.

Responsibilities

• Lead, coach, support, and develop staff to promote service excellence, accountability, quality, engagement, and continuous improvement.
• Administer staff scheduling, payroll, personnel reporting, disciplinary actions, performance appraisals, and other people-leadership responsibilities.
• Promote communication and collaboration among team members, peers, and business partners.
• Oversee consumer loan servicing, including loan maintenance, research, payoff processing, title and collateral management, and ancillary product servicing.
• Manage workflow and pipeline activity to ensure timely, accurate completion of work in line with service-level expectations; eliminate bottlenecks and support member experience goals.
• Monitor call service levels, call quality, and performance metrics.
• Review supporting documentation for accuracy, authenticity, and completeness, and apply fraud detection, prevention, and reporting practices as needed.
• Monitor consumer loan portfolio rates and applicable system tables to ensure rate changes are implemented accurately and on time.
• Oversee accurate, timely, and compliant submission of consumer loan credit data to credit reporting agencies and related vendors; furnish accurate reporting and address disputes and rejects, including member communication.
• Perform vendor oversight and scoring, monitor vendor service effectiveness, and review billing statements.
• Review and submit appropriate legal filings and coordinate follow-up with internal and external legal partners as needed.
• Monitor credit reporting exceptions, trends, and process effectiveness to reduce risk and improve accuracy.
• Lead process documentation, control effectiveness, and staff readiness; maintain understanding of applicable regulatory requirements and establish controls that mitigate risks and support compliance.
• Monitor, evaluate, and report risks related to loan servicing operations, portfolio performance, process execution, and relevant market or operational conditions.
• Monitor operational performance, quality, and service levels; promptly communicate issues to management and drive timely resolution.
• Ensure member complaints are reported, logged, resolved, and trended as required, and support resolution of escalated member concerns.
• Review, analyze, and improve servicing processes to enhance scalability, efficiency, quality, service delivery, and compliance.
• Develop, document, review, and update policies and procedures so processes are clearly defined, controlled, and effectively executed.
• Research, test, implement, and monitor system enhancements, vendor programs, and product updates with member experience in mind.
• Reduce operational rework and exceptions through process review, root-cause analysis, and continuous improvement.
• Perform additional duties as assigned in support of the department and organization.

Benefits

• The employer describes a total rewards package that includes compensation, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to diversity, equity, and inclusion.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager