Consumer Loan Servicing - Mgr - Auto Loan Servicing

Golden 1 Talent Acquisition Team•Sacramento, CA

1d•$125,000 - $135,000•Hybrid

About The Position

The Manager of Auto Loan Servicing plans, organizes, and directs vehicle-related loan servicing operations, including title perfection and release, payoff processing, insurance servicing, ancillary product servicing and refunds, and title management for repossessed vehicles. The role leads supervisors and team members, sets service expectations and operating controls, monitors performance, supports employee development, and promotes engagement and accountability. The manager establishes service standards, procedures, quality controls, and performance measures to support accurate, timely, compliant, and consistent service. The position leads servicing projects and process improvements, supports out-of-state lending and national expansion, manages third-party auto refinance servicing partnerships and vehicle-related vendors, and works with internal partners on ancillary products and insurance services. It also addresses escalated member concerns, monitors regulatory requirements, implements risk controls, manages expenses and budgets, and maintains business continuity and operational readiness.

Requirements

Bachelor’s degree in a related field or equivalent work experience.
At least 6 years of progressively responsible management and supervisory experience within a credit union or financial institution, including oversight of loan servicing or operational teams.

Nice To Haves

Experience with auto loan servicing, vehicle title operations, insurance servicing, vendor management, or multi-state servicing.

Responsibilities

Plan, organize, and direct auto loan servicing operations, including vehicle title perfection and release, payoff processing, insurance servicing, ancillary product servicing and refunds, and title management for repossessed vehicles.
Lead supervisors and team members by setting priorities, monitoring performance, balancing workloads, providing feedback, and supporting employee development and succession readiness.
Establish and maintain service standards, operating procedures, quality controls, and performance measures supporting accuracy, timeliness, regulatory compliance, and a consistent member experience.
Promote employee engagement through trust, communication, recognition, and professional growth.
Build organizational capability through talent development, leadership coaching, and engagement strategies.
Lead auto loan servicing projects and process improvements, including requirements definition, implementation and testing support, and confirmation that processes are scalable, controlled, and operating as intended.
Lead servicing support for out-of-state lending and national expansion, including procedures, controls, agency and vendor relationships, and operational readiness for new jurisdictions.
Manage third-party auto refinance servicing partnerships and vehicle-related vendors by monitoring service levels, risk, audit results, contract requirements, and issue resolution.
Partner with internal business areas to maintain ancillary products and insurance-related services, including GAP, debt protection, mechanical repair coverage, and other applicable products.
Investigate and resolve escalated member concerns and complaints related to auto loan servicing, identify root causes, and implement corrective actions when needed.
Monitor state and federal regulatory requirements affecting auto loan servicing and advise management of operational changes needed to address compliance or risk.
Develop, test, implement, and document process controls that mitigate operational and compliance risk within the credit union's risk appetite.
Participate in financial planning, manage expenses against budget, and explain material variances.
Maintain applicable business continuity plans and operational readiness for assigned functions.
Perform other assignments and duties as assigned.