Supervisor - Consumer Lending Coordination
About The Position
The Consumer Lending Operations function supports and services consumer lending products throughout the lending lifecycle, including loan origination, underwriting support, processing, funding, documentation, quality control, collateral administration, payment processing, customer servicing, collections support, and regulatory compliance. Consumer Lending Coordination activities include processing loan closings and funding, reviewing applications, processing loans from various sources, advising applicants of decisions and requesting additional information, coordinating loan documents and signing, maintaining loan processing records, preparing correspondence, and assisting phone customers. The Supervisor oversees a centralized loan processing client support team responsible for inbound and outbound customer communications and facilitating loan origination. The role leads and coaches the team, monitors workflows and operational performance, supports timely loan decisions and closing, resolves customer and operational issues, and ensures policies, procedures, regulatory requirements, and service standards are followed. The Supervisor partners with Lending, Processing, Underwriting, Closing, and Branch teams to support efficient loan fulfillment and a positive client experience.
Requirements
- Bachelor's degree required; an equivalent combination of education and experience may be considered.
- Broad knowledge of consumer lending, loan operations, loan processing, or related financial services practices, generally gained through 3+ years of relevant work experience.
- 2+ years of leadership or supervisory experience, with demonstrated success leading customer-facing teams and applying fundamental people management practices.
- Working knowledge of loan origination processes, underwriting documentation requirements, and loan systems.
- Strong leadership, communication, customer service, problem-solving, and organizational skills.
- Ability to manage multiple priorities in a fast-paced, service-oriented environment.
- May require obtaining and/or maintaining NMLS registration.
Nice To Haves
- Customer contact center experience.
- Experience with call center technology, workflow management, and performance reporting.
Responsibilities
- Supervises a centralized loan processing client support team handling inbound and outbound customer communications and facilitating loan origination activities.
- Oversees collection of underwriting documentation and loan conditions to support timely loan decisions and closing.
- Provides leadership, coaching, and performance management to meet service, quality, and productivity expectations.
- Monitors team workflows, staffing needs, service levels, and operational performance metrics.
- Resolves customer service and operational issues that are difficult but generally not highly complex.
- Ensures team members understand and follow policies, procedures, regulatory requirements, and service standards.
- Partners with Lending, Processing, Underwriting, Closing, and Branch teams to support timely loan fulfillment, operational efficiency, and a positive client experience.
- Sets day-to-day operational objectives for the team.
- Performs other duties as assigned.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability coverage
- Paid time off
- Retirement savings through a 401(k) plan
- Wellness resources
- Other programs designed to support teammates' health and financial well-being
- Certain positions may be eligible for incentive compensation, bonuses, or other variable compensation
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What This Job Offers
Job Type
Full-time
Career Level
Manager
