Supervisor - Consumer Lending Coordination

Atlantic Union Bank • Richmond, VA

1d • $62,100 - $105,600

About The Position

The Supervisor - Consumer Lending Coordination oversees a centralized loan processing client support team responsible for inbound and outbound customer communications and efficient consumer loan origination activities. The role oversees collection of underwriting documentation and loan conditions, monitors workflows and performance, and supports timely loan decisions, closing, and a positive client experience. It provides leadership, coaching, and performance management while ensuring team members follow applicable policies, procedures, regulatory requirements, and service standards. The supervisor partners with Lending, Processing, Underwriting, Closing, and Branch teams to support loan fulfillment and operational efficiency.

Consumer Lending Operations supports and services consumer lending products throughout the lending lifecycle. Related activities include origination, underwriting support, processing, funding, documentation, quality control, collateral administration, payment processing, customer servicing, collections support, and regulatory compliance for products such as personal loans, home equity loans and lines of credit, installment loans, and other consumer credit products.

The position supervises support employees and sets day-to-day operational objectives. Problems are generally difficult but not complex. A bachelor's degree is required, although an equivalent combination of education and experience may be considered. The role typically requires broad consumer lending, loan operations, loan processing, or related financial services knowledge, generally gained through 3+ years of relevant experience, and typically 2+ years of leadership or supervisory experience. NMLS registration may be required.

Requirements

• Bachelor's degree required; an equivalent combination of education and experience may be considered.
• Typically 3+ years of relevant work experience in consumer lending, loan operations, loan processing, or related financial services practices.
• Typically 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

• Supervise a centralized loan processing client support team handling inbound and outbound customer communications and facilitating loan origination.
• Oversee collection of required underwriting documentation and loan conditions to support timely loan decisions and closing.
• Provide leadership, coaching, and performance management to meet service, quality, and productivity expectations.
• Monitor team workflows, staffing needs, service levels, and operational performance metrics.
• Resolve customer service and operational issues that are difficult but generally not highly complex.
• Ensure team members understand and consistently follow policies, procedures, regulatory requirements, and service standards.
• Partner with Lending, Processing, Underwriting, Closing, and Branch teams to support timely loan fulfillment, operational efficiency, and positive client experiences.
• Set day-to-day operational objectives for the team.
• Support consumer loan processing activities, including reviewing applications, coordinating loan documents and signing, maintaining processing records, preparing correspondence, and assisting phone customers, as applicable.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability coverage
• Paid time off
• Retirement savings through a 401(k) plan
• Wellness resources
• Certain positions may be eligible for incentive compensation, bonuses, or other variable compensation, subject to applicable plans and performance criteria.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager