Consumer Loan Servicing - Sup - Consumer Loan Servicing
About The Position
The Sup - Consumer Loan Servicing leads the consumer loan servicing team and oversees end-to-end servicing operations, including loan maintenance, research, payoff processing, title and collateral management, ancillary product servicing, credit bureau reporting, vendor oversight, and legal filings. The role manages workflows, pipelines, calls, service levels, quality, and production goals to support timely, accurate, compliant work and a strong member experience. This position coaches and develops staff, leads team performance and departmental functions, and promotes an inclusive, collaborative environment grounded in the Credit Union’s mission and values. It monitors operational and portfolio risks, regulatory compliance, controls, complaints, and credit-reporting exceptions. The supervisor also improves and documents processes, policies, and procedures, and supports research, testing, implementation, and monitoring of system enhancements, vendor programs, and product updates. The position is hybrid in Sacramento, California, and reports to the SrMgr - Operations - Consumer Loan Servicing.
Requirements
- Five or more years of experience in consumer loans and commercial loans, including detailed knowledge of credit bureau reporting (listed as preferred).
- Five or more years of experience leading and managing teams, with a focus on performance coaching and development (listed as preferred).
Nice To Haves
- Bachelor’s degree in a related field or equivalent work experience.
- Five or more years of experience in consumer loans and commercial loans, including detailed knowledge of credit bureau reporting.
- Five or more years of experience leading and managing teams, with a focus on performance coaching and development.
Responsibilities
- Lead, support, coach, and develop staff to build a high-performing team focused on service excellence, accountability, quality, and continuous improvement.
- Promote a positive, inclusive, and engaging work environment; support skill development and reinforce the Credit Union’s mission, vision, and core values.
- Administer staff scheduling, payroll, personnel reporting, disciplinary actions, performance appraisals, and other people-leadership responsibilities.
- Foster communication, collaboration, and information sharing across team members, peers, and business partners.
- Oversee end-to-end consumer loan servicing operations, including loan maintenance, research, payoff processing, title and collateral management, and ancillary product servicing.
- Ensure accurate credit bureau reporting, including dispute and reject resolution and related member communication.
- Manage servicing workflow and pipeline activity to ensure timely and accurate completion of work in line with service-level expectations.
- Lead and monitor call service levels, call quality, and established performance metrics.
- Manage workflow, monitor pipeline activity, eliminate bottlenecks, and drive production, service-related goals, and a strong member experience.
- Review supporting documentation for accuracy, authenticity, and completeness; apply fraud detection, prevention, and reporting practices as needed.
- Monitor consumer loan portfolio rates and applicable system tables to ensure rate changes are implemented accurately and on time.
- Oversee timely, accurate, and compliant submission of consumer loan credit data to applicable credit reporting agencies and related vendors.
- Perform vendor oversight and scoring.
- Review and submit appropriate legal filings and coordinate follow-up with internal and external legal partners as needed.
- Monitor credit reporting exceptions, trends, and process effectiveness to reduce risk and improve accuracy.
- Lead process documentation, control effectiveness, and staff readiness.
- Maintain understanding of relevant regulatory requirements and risks; establish and maintain controls consistent with the Credit Union’s risk appetite and applicable regulations.
- Monitor, evaluate, and report risks associated with loan servicing operations, portfolio performance, process execution, and relevant market or operational conditions.
- Monitor operational performance, quality, and service levels; communicate issues to management and drive timely resolution.
- Ensure member complaints are reported, logged, resolved, and trended as required, and support resolution of escalated member complaints.
- Review, analyze, evaluate, and enhance servicing processes to improve scalability, efficiency, quality, service delivery, and compliance.
- Develop, document, review, and update policies and procedures to ensure processes are clear, controlled, and effectively executed.
- Ensure system enhancements, vendor programs, and product updates are researched, tested, implemented, and monitored with member experience in mind.
- Reduce operational rework and exceptions through process review, root-cause analysis, and continuous improvement.
- Monitor vendor service effectiveness, review billing statements, and help ensure strong third-party performance.
- Perform additional duties as assigned in support of the department and organization.
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
Manager
Education Level
No Education Listed
