Head of Consumer Services

Interra Brand•Goshen, IN

5d•Onsite

About The Position

As the Head of Consumer Services, you will lead, plan, direct, organize and control the activities of all consumer lending products, services, and virtual branch channels. This role is accountable for strategic direction, financial performance, pricing discipline, portfolio health, budgeting, and member experience across indirect and direct auto lending, credit cards, unsecured consumer lending, student lending, and home equity lines of credit (HELOCs). Through direct leadership of the VP of Specialized Services and the Manager of Consumer Loan Operations, this role provides senior level direction for the Virtual Branch, digital account opening and servicing, consumer loan servicing, central underwriting, HELOC operations, consumer loan quality control, and related lending support functions. This position serves as the senior business owner for consumer lending product strategy, pricing, vendor relationships, operational workflows, systems direction, and digital lending delivery. The Head of Consumer Services reports to the Chief Growth Officer and partners with leaders across Consumer Services, Digital, Finance, Risk, Marketing, and Technology to ensure consumer lending and virtual delivery programs are competitive, scalable, compliant, and aligned with Interra Credit Union’s growth and member experience objectives. Department Oversite: Consumer Sales, Consumer Loan Operations, Virtual Branch

Requirements

10+ years' experience in Consumer Lending within the financial industry
7+ years' management experience
Degree in Business Management or a related field (Will consider experience in lieu of degree)
Must have and maintain a valid driver’s license
Must be capable of regular, reliable, and timely attendance.

Nice To Haves

Deep expertise in consumer loans, financing, and indirect loans.
Advanced understanding of legislative, regulatory, and compliance processes impacting consumer lending.
Strong command of financial systems, data platforms, and credit union operating systems with the ability to leverage technology for efficiency and insight.
Exceptional decision-making, strategic thinking, and analytical skills with the ability to interpret complex data and provide actionable insights.
Executive presence with excellent interpersonal skills to represent Interra professionally and positively with members, regulators, community leaders, and internal stakeholders.
Demonstrated commitment to culture, community engagement, and advancing Interra’s mission and values.
Proven ability to build and maintain high-trust relationships across all levels of the organization and with external partners; skilled in conflict resolution and collaboration.
Strong negotiation skills with experience in contract and vendor management.
Outstanding communication, organization, and leadership skills; able to inspire teams and foster cross-functional collaboration.
Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) with the ability to create executive-level reports and presentations.
The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust.
Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position.
Ability to deal with people (listen, understand, and identify needs) and facilitate training for staff as needed.
Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
Must be capable of climbing / descending stairs in an emergency situation.
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Must be able to work extended hours or travel off site whenever required or requested by management.
Must be able to perform job functions independently and work effectively either on own or as part of a team.
Must be able to plan and direct the work activities of self and others.
Must be able to read and carry out various complicated written and oral instructions.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Responsibilities

Provide enterprise leadership for all consumer lending products, including indirect auto, direct auto, credit cards, unsecured consumer loans, student loans, and HELOCs.
Develop and execute consumer lending strategies that balance growth, profitability, risk, and member value.
Analyze portfolio performance, pricing effectiveness, and market competitiveness; provide insights and recommendations to senior leadership and Board committees.
Own consumer loan pricing strategy across all products, including rate tiers, dealer reserves, fees, and promotional pricing, in alignment with ALCO direction.
Develop and manage the annual consumer lending budget; monitor performance against plan and ensure budget adherence.
Provide senior leadership for Consumer Loan Operations, establishing direction for consumer loan servicing, central underwriting, HELOC operations, quality control, and operational execution.
Provide senior leadership and overall strategic direction for the Virtual Branch, including Virtual Advisors, digital account opening, servicing, onboarding, and virtual member support activities.
Ensure consistent, high quality member experiences across virtual lending and digital servicing touchpoints.
Serve as senior owner for consumer lending vendor relationships, including selection, contracting, performance management, and renewal decisions.
Provide strategic oversight of lending systems administration, including platform configuration priorities, workflow design, forms, rate updates, and vendor integrations.
Lead continuous improvement of consumer lending workflows across digital, branch, indirect, and partner channels.
Ensure strong operational controls, audit readiness, regulatory compliance, and timely resolution of findings across consumer lending operations.
Partner with Risk and Compliance to ensure lending strategies and processes align with regulatory expectations and internal policies.
Partner with Marketing to design and execute product launches, promotions, and go-to-market strategies for consumer lending products.
Collaborate with Digital, Technology, Finance, Risk, and Consumer Services leaders on system enhancements, process redesign, and experience optimization initiatives.
Represent consumer lending strategy, performance, and priorities to senior leadership and Board committees.
Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the USA PATRIOT Act, and the Oice of Foreign Assets Control.