Consumer Direct Lending Ops - Direct Lending Support Specialist
About The Position
The Direct Lending Support Specialist performs core consumer loan processing functions, excluding dedicated member call-center queue responsibilities, and provides specialized lending support to Retail Branch and MSCC employees. The role handles complex lending inquiries and escalations, internal support channels, urgent fulfillment and same-day funding coordination, partner education, and service-delivery support. The specialist processes or supports a broad range of consumer lending transactions, reviews applications and documentation for completeness, accuracy, compliance, and fulfillment readiness, and provides guidance on loan status, decisions, counteroffers, stipulations, collateral, signing, funding, booking, and established workflows. The position owns assigned escalations through resolution or appropriate handoff, coordinates with internal teams, and helps identify recurring issues and opportunities to improve procedures, education, and knowledge resources while maintaining quality, service, compliance, and risk controls.
Requirements
- High school diploma or GED required.
- Demonstrated experience with complex consumer and vehicle lending, frontline business partner support, escalation resolution, and coordination of urgent or time-sensitive member-impacting requests required.
Nice To Haves
- Associate’s degree in business, finance, communication, or a related field preferred; equivalent relevant experience is also considered.
- Five or more years of related consumer lending, loan processing, branch platform banking, contact center support, financial services, or regulated operations experience preferred.
Responsibilities
- Perform Processor I, II, and III processing functions, including application review, document preparation, complex troubleshooting, escalation resolution, peer guidance, and fulfillment coordination.
- Process or support complex consumer lending transactions, including unsecured, vehicle, RV, powersports, credit card, line-of-credit, dealer purchase, private-party, refinance, and other assigned products.
- Review applications and supporting documentation for completeness, accuracy, compliance, and fulfillment readiness.
- Provide advanced guidance on loan status, decisions, counteroffers, stipulations, documentation, collateral, title, payoff, insurance, vesting, signing, funding, booking, system workflows, and next steps.
- Serve as a primary Direct Lending resource for Retail Branch and MSCC employees seeking consumer lending assistance.
- Provide real-time and consultative guidance through approved internal support channels, including structured requests and lending support chat.
- Research application and transaction details and give frontline employees clear, actionable guidance.
- Prioritize requests by member impact, urgency, service commitments, and operational risk, and communicate ownership, status, requirements, and next steps to internal partners.
- Support first-contact resolution and help reduce unnecessary transfers, repeat contacts, rework, and avoidable handoffs.
- Own assigned lending escalations from intake through resolution or appropriate handoff.
- Investigate complex issues across applications, documents, systems, decisions, and workflows to identify root causes and corrective actions.
- Coordinate resolutions with Processing, Underwriting, Funding, Retail, MSCC, Loan Servicing, Collections, Fraud Prevention, Compliance, and other partners.
- Escalate complaints, policy exceptions, suspected fraud, material risk or compliance concerns, and matters outside assigned authority to appropriate leaders or specialized teams.
- Coordinate and prioritize urgent member-impacting transactions, same-day funding requests, documentation issues, signing concerns, and booking or disbursement questions.
- Validate required approvals, documents, signatures, collateral information, and funding conditions before coordinating execution with Processing or Funding.
- Monitor high-priority and time-sensitive requests through completion and provide timely updates when additional information or action is needed.
- Help resolve avoidable delays and service breakdowns while maintaining quality, compliance, and risk controls.
- Identify recurring questions, escalation themes, transaction defects, transfer drivers, knowledge gaps, process gaps, and member pain points.
- Support development and maintenance of job aids, FAQs, procedures, educational materials, and knowledge-base content.
- Provide huddle support, procedural clarification, knowledge sharing, and lending education for frontline employees.
- Participate in user acceptance testing, workflow changes, procedure reviews, service improvements, and operational initiatives affecting lending support.
- Promote consistent use of established support channels, intake standards, documentation requirements, and escalation practices.
Benefits
- Market-competitive and internally equitable total rewards compensation package.
- Comprehensive compensation package.
- Well-being and work-life balance programs.
- Career development and growth.
- Rewards and recognition.
- Commitment to Diversity, Equity, and Inclusion.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
