Consumer Direct Lending Ops - Direct Lending Support Specialist

Golden 1 Talent Acquisition Team•Sacramento, CA

1d•$28 - $35•Hybrid

About The Position

The Direct Lending Support Specialist performs core consumer lending processing functions, excluding dedicated member call-center queue responsibilities, and provides specialized 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. It processes and supports consumer lending transactions across multiple assigned products, reviews applications and documentation, provides advanced guidance on lending requirements and workflows, and coordinates with internal partners to resolve issues. The position also identifies recurring questions and process gaps and supports improvements to procedures, education, training, and knowledge content while maintaining quality, service, compliance, and risk controls.

Requirements

High school diploma or General Education Degree (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.
Five or more years of related consumer lending, loan processing, branch platform banking, contact center support, financial services, or regulated operations experience preferred.
Equivalent relevant experience is also considered.

Responsibilities

Perform the full range of Processor I, Processor II, and Processor III processing functions, including application review, document preparation, troubleshooting, escalation resolution, peer guidance, and fulfillment coordination.
Process or support complex consumer lending transactions across 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 assistance with consumer lending transactions.
Provide real-time and consultative guidance through approved internal support channels, including structured requests and lending support chat.
Research application and transaction details and provide clear, actionable guidance to frontline employees.
Support complex scenarios involving documentation, application status, loan decisions, signing, collateral requirements, funding readiness, booking, and operational handoffs.
Prioritize requests according to 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.
Research complex issues across applications, documents, systems, decisions, and operational workflows to identify root causes and corrective actions.
Coordinate issue resolution 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 the appropriate leader or specialized team.
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 the development and maintenance of job aids, FAQs, procedures, educational materials, and knowledge-base content.
Provide huddle support, procedural clarification, knowledge sharing, and lending education to strengthen frontline employee confidence and consistency.
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.