Consumer Direct Lending Ops - Sup - Direct Lending
About The Position
The Supervisor - Direct Lending oversees consumer direct lending operations, supporting effective credit and operational risk controls, staff performance, service quality, and lending process improvements. The role reviews complex consumer loan applications and uses established credit union policies, underwriting procedures, and delegated loan authority to approve, counter, or deny applications. It also handles escalated inquiries and works with originators and external business partners to explain lending decisions. The supervisor promotes member service, collaboration, employee development, and adherence to the credit union’s policies, procedures, credit culture, and applicable state and federal regulations. The role also supports staff administration, lending training and promotional campaigns, product and policy materials, lending presentations, and lending-system upgrade validations and efficiency improvements. Other duties may be assigned.
Requirements
- Bachelor’s degree or equivalent work experience.
- At least 7 years of experience in consumer lending in a judgmental lending environment where a loan origination system is used as a guide for decisions.
Responsibilities
- Perform quality control and risk assessments to maintain operational and credit risk management controls.
- Administer and maintain staff payroll, scheduling, personnel reports, performance appraisals, and management analysis and summary reports.
- Reinforce high service standards and establish processes to monitor and improve service to members and business partners.
- Maintain knowledge of applicable state and federal credit union compliance laws and regulations, including bank secrecy and anti-money-laundering laws relevant to the role.
- Promote a positive work environment through skill development, coaching, and support for employee morale and the credit union’s mission, vision, and values.
- Support cross-departmental collaboration and teamwork with internal departments and external groups.
- Maintain knowledge of employee roles and responsibilities and serve as a leader, role model, and coach.
- Develop and nurture mutually beneficial business relationships.
- Direct and counsel department staff on job duties and credit union policies and procedures.
- Measure and assess service and staff performance, including adherence to the credit union’s stated credit culture.
- Recommend and develop business-model enhancements to meet strategic goals.
- Review, analyze, and evaluate complex consumer loan applications and approve, counter, or deny them within assigned loan authority and established policies.
- Ensure loan transactions are accurate, complete, and compliant; review documentation for accuracy and truthfulness; and apply fraud detection and prevention techniques.
- Analyze pay stubs and tax returns to assess ability to repay; review credit reports and lending ratios to assess capacity, credit utilization, and loan-to-value.
- Receive and initiate escalated phone inquiries and communicate with originators and external business partners about loan decisions.
- Address and resolve complaints and issues raised by members, internal staff, and business partners.
- Gather information, perform analysis, and prepare reports as directed by management.
- Oversee training of lending personnel on lending policies, processes, and procedures, and on administration of lending promotional campaigns.
- Recommend and assist with updates to consumer lending product, policy, and procedure materials.
- Assist with preparing training materials and lending presentations.
- Oversee upgrade validations for lending systems.
- Use the automated loan origination system and recommend efficiency improvements.
- Perform other duties as assigned.
Benefits
- The company describes a market-competitive and internally equitable total rewards compensation package, with programs supporting well-being and work-life balance, career development and growth, rewards and recognition, and diversity, equity, and inclusion.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
