Consumer Loan Servicing - Mgr - Auto Loan Servicing

Golden 1 Credit Union•Sacramento, CA

22h•Hybrid

About The Position

Golden 1 Credit Union is a member-owned, not-for-profit cooperative guided by the philosophy of “people helping people,” with a commitment to empowering members and uplifting California communities. The Mgr - Auto Loan Servicing leads auto loan servicing operations, establishing clear ownership, service expectations, controls, and accountability across vehicle-related servicing functions. This practical operations leader develops teams, uses performance data to address risk and service gaps, and implements processes that support portfolio growth and geographic expansion. The role directs servicing activities such as vehicle title perfection and release, payoff processing, insurance servicing, ancillary product servicing and refunds, and title management for repossessed vehicles. It leads supervisors and staff, establishes operating standards and controls, drives process improvements and expansion readiness, and partners across internal business areas and external vendors to deliver consistent member and business outcomes. The position is hybrid in Sacramento, California, reports to the Sr Manager - Operations - Consumer Loan Servicing, and is classified as exempt.

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 that support 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 by defining requirements, supporting implementation and testing, and ensuring processes are scalable, controlled, and operating as intended.
Lead servicing support for out-of-state lending and national expansion, including developing procedures and controls, building agency and vendor relationships, and preparing operations 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.