Supervisor Consumer Lending Operations

Tower•Laurel, MD

10d•Hybrid

About The Position

The Supervisor Consumer Lending Operations manages, directs, and coordinates the daily work 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, including sales, processing, underwriting, and funding. It develops and executes sales strategies to grow consumer lending through relationships with dealers, FinTechs, vendors, and internal and external resources. The Supervisor manages team performance, training, pipeline capacity and quality, and the accuracy and compliance of loan files. The role develops and maintains procedures and guidelines, supports effective underwriting and processing, and ensures adherence to Tower policies, Truth in Lending Act requirements, and applicable federal and state regulations. It also evaluates complex loan applications and appeals, identifies opportunities to improve processes and products, and works with leadership, quality assurance, compliance, branches, and other departments to support the consumer lending business and member experience.

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 supervisor 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.
Thorough knowledge of investor guidelines and state and federal regulatory requirements.
Successful completion of courses or seminars related to consumer lending processes.
Ability to work accurately with mathematical concepts and become proficient in the Consumer Lending Department's front- and back-end processing systems.
Strong oral and written communication skills, including the ability to communicate with members, organizations, and staff and to deliver presentations.
Ability to manage confidential and sensitive data and protect member information.
Ability to read, analyze, interpret, and apply policies, procedures, data, and instructions related to consumer loan origination.
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 discretion, and adapt to changing responsibilities and conditions.
Planning, organization, prioritization, and time-management skills, including the ability to meet deadlines and manage diverse assignments.
Ability to work effectively under stress and arrive at work routinely and promptly.
Ability to maintain a professional image when working with members, organizations, and staff.
Ability to work hours beyond the defined work schedule when operating conditions require.
Ability to lift 15 pounds, with or without assistance, in compliance with ADA.

Responsibilities

Manage, mentor, motivate, and evaluate Consumer Lending Operations staff, including processors, funders, and underwriters.
Manage underwriting, processing, and funding pipelines by monitoring workload, capacity, output quality and quantity, compliance, and individual performance.
Develop, implement, and maintain consumer loan underwriting, processing, and funding procedures and guidelines.
Develop and implement strategies with Consumer Lending leadership to grow the business, improve accuracy and efficiency, and enhance the member experience.
Establish sales goals, measure progress, and communicate results to the team through monthly meetings.
Develop and maintain a consumer lending program with the Consumer Lending Leadership team, and communicate relevant marketing efforts.
Build and maintain relationships with dealers, vendors, internal departments, and other resources to sustain and grow consumer lending.
Educate branches and internal departments about Tower products, system updates, guidelines, and procedures.
Train and mentor funders, processors, and underwriters; develop training materials and programs; and conduct team meetings and training.
Work with Consumer Lending Quality Assurance and Compliance to ensure loan file submissions meet underwriting standards and compliance requirements.
Help the Consumer Lending Operations team analyze and resolve issues arising during loan origination, processing, underwriting, and closing.
Participate in hiring and manage performance processes, including goal setting, reviews, feedback, coaching, development plans, and disciplinary action when necessary.
Resolve, escalate, or remedy service issues in a timely and professional manner.
Evaluate and approve complex consumer loan applications, including appeals to the Loan Review Committee, Board of Directors, and Tower employee applications.
Analyze financial data, credit reports, appraisals, and other documents to assess borrower risk.
Guide underwriting decisions to balance delinquency performance, portfolio risk, lending standards, and the credit union's ability to continue lending.
Maintain effective working relationships with stakeholders across the credit union, including managers, supervisors, loan servicing, collections, and senior management.
Create, update, and maintain written 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.
Analyze incomplete, withdrawn, and cancelled applications and other lost business to identify process or product weaknesses and confirm Regulation B compliance.
Maintain knowledge of Tower products, policies, procedures, guidelines, and applicable state and federal requirements, including CFPB requirements and the Dodd-Frank Act.
Access member personnel and financial information only as required and maintain its confidentiality and security.
Perform other duties and assignments as requested by the Vice President of Consumer Lending or AVP of Consumer Lending Operations.