Supervisor Consumer Lending Operations

Tower Federal Credit Union • Laurel, MD

19h • $41 - $52 • Hybrid

About The Position

The Supervisor Consumer Lending Operations manages, directs, and coordinates the daily activities of the Consumer Lending Operations team, which may include Consumer Loan Processors, Funders, and Underwriters. The role oversees all phases of consumer loan origination across channels, sales planning and execution, cross-selling support, service-level agreements, staff training, pipeline management, and adherence to underwriting standards, regulations, and credit union policies. The Supervisor develops strategies to grow consumer lending and improve efficiency, accuracy, and the member experience while maintaining relationships with dealers, FinTechs, vendors, internal teams, and other external resources.

The position is accountable for the quality of loan-file submissions, the performance and capacity of processing, underwriting, and funding pipelines, and the accuracy and compliance of funded files. It supervises and develops staff, evaluates complex applications and appeals, supports quality assurance and compliance efforts, maintains procedures and training, and identifies opportunities to improve products, processes, and business performance. The role may require working beyond the defined schedule when operating conditions dictate. The schedule is Monday through Saturday, 8:00 a.m. to 4:30 p.m., with evenings and weekends as needed. The work arrangement is a 50/50 onsite and remote hybrid schedule, including one week onsite per month.

Requirements

• Bachelor’s degree in finance, business management, or a related field, or an equivalent combination of education and experience.
• Three years of experience in consumer lending or the financial institution industry, or an equivalent combination of education and experience.
• Two years of experience in a supervisory or lead capacity, or an equivalent combination of education and experience.
• Thorough understanding of consumer loan underwriting, processing, and computer systems.
• Thorough knowledge of consumer loan product parameters and underwriting guidelines.
• Successful completion of courses or seminars related to consumer lending processes.
• Thorough knowledge of investor guidelines and state and federal regulatory requirements.
• Ability to work accurately with mathematical concepts.
• Ability to become proficient in the Consumer Lending Department’s front- and back-end processing systems.
• Effective oral and written communication skills with members, organizations, and staff.
• Ability to communicate verbally independently or with minimal supervision.
• Ability to manage confidential and sensitive data.
• Ability to give oral presentations to members and external organizations.
• Ability to read, analyze, interpret, and accurately apply policies, procedures, data, and instructions related to consumer loan origination.
• Ability to communicate workflow issues to Consumer Lending staff and credit union frontline staff.
• Ability to write operational reports, business correspondence, and recommendations.
• Ability to work independently and as a team member to resolve processing problems.
• Ability to analyze issues, exercise sound judgment, and use discretion in resolving problems.
• Ability to adapt to changes in responsibilities driven by internal or external conditions.
• Ability to identify emerging issues in consumer lending processes and markets.
• Consistent short- and long-term planning skills.
• Ability to organize files and reports and protect confidential member information through prudent judgment.
• Ability to handle diverse assignments and meet deadlines.
• Ability to work effectively under stress and arrive promptly and routinely.
• Ability to multitask and prioritize effectively.
• Ability to present a professional image to members, organizations, and staff.
• Ability to work hours beyond the defined schedule when operating conditions dictate.
• Ability to lift 15 pounds, with or without assistance, in compliance with the ADA.

Responsibilities

• Manage and mentor Consumer Lending Operations team members to support high-quality loan origination, strong performance, and professional standards.
• Manage underwriting, processing, and funding pipelines by monitoring workload, capacity, output quality and quantity, regulatory compliance, and individual performance.
• Develop, implement, and maintain procedures and guidelines for consumer loan underwriting, processing, and funding.
• Develop and implement strategies with Consumer Lending leadership to pursue growth, improve accuracy and efficiency, enhance the member experience, and expand the lending channel.
• Establish sales goals, measure progress, and communicate results to the operations team through monthly meetings.
• Develop and maintain the consumer lending program with the Consumer Lending Leadership team, and coordinate marketing communications with affected teams.
• Build and maintain relationships with dealers, vendors, internal teams, and other resources to sustain and grow consumer lending.
• Conduct meetings with branches and internal departments to explain Tower products, system updates, guidelines, and procedures.
• Train, instruct, and mentor Funders, Processors, and Underwriters; develop training materials and programs to address skill gaps.
• Hold regular team meetings and training to keep staff current on industry standards, regulatory requirements, and company policies and procedures.
• Work with Consumer Lending Quality Assurance and Compliance to ensure consistent underwriting standards and regulatory compliance and reduce risk.
• Help resolve issues arising during consumer loan origination, processing, underwriting, and closing.
• Participate in hiring and direct, motivate, and evaluate team members.
• Manage performance processes, including goal setting, reviews, feedback, coaching, development plans, and disciplinary action when appropriate.
• Resolve, escalate, or remedy service issues professionally and promptly.
• Evaluate and approve complex consumer loan applications and appeals, including applications referred to the Loan Review Committee, Board of Directors, or involving Tower employees.
• Analyze financial data, credit reports, appraisals, and related documents to assess borrower risk and support balanced underwriting decisions aligned with risk appetite and lending standards.
• Maintain constructive relationships with internal stakeholders, including managers, supervisors, processors, underwriters, funders, loan servicing, collections, and senior management.
• Create, update, and maintain written team workflow procedures and provide related training, coaching, and procedural reviews.
• Recommend new products as needed to help the credit union remain competitive in consumer lending markets.
• Monitor incomplete, withdrawn, and cancelled applications and other lost business to identify process or product weaknesses and confirm Regulation B compliance.
• Maintain knowledge of Tower product guidelines, policies, procedures, and applicable state and federal requirements, including CFPB requirements and the Dodd-Frank Act.
• Access member personnel and financial information only as required and protect the confidentiality and security of member information.
• Perform other duties as assigned by the Vice President of Consumer Lending or AVP of Consumer Lending Operations.

Benefits

• Exceptionally low medical premiums are included with full-time positions.
• A range of additional benefits is offered, but specific benefits are not listed.

What This Job Offers

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