Supervisor - Indirect Lending Processing

Golden 1 Credit Union•Sacramento, CA

22h•Hybrid

About The Position

This role leads indirect loan processing operations day to day, ensuring loans are processed and funded accurately, efficiently, and in full compliance while meeting service levels and delivering a consistent dealer and member experience. The ideal candidate is a hands-on and people-focused operations leader who builds high-performing teams, drives accountability, and balances productivity, quality, and risk management in a fast-paced indirect lending environment. This role creates structure across workflows and partnerships by coaching the team, monitoring performance trends, and collaborating with internal and external partners to resolve issues, reduce risk, and continuously improve operational outcomes.

Requirements

Bachelor’s Degree or equivalent work experience required
7+ years or more years of consumer lending experience with progressive responsibility
Experience in a judgmental lending environment where a loan origination system is used to support decisioning required

Nice To Haves

Prior supervisory experience preferred

Responsibilities

Coach, develop, and motivate staff through onboarding, training, performance management, and timely feedback to achieve team goals.
Maintain a collaborative, service-focused work environment; ensure work is completed timely, accurately, and in accordance with policy and procedure.
Direct daily operations to meet service levels and quality standards, including queue management, work allocation, and adherence to control checkpoints.
Stay current on credit union policies, procedures, and process changes; communicate updates and expectations to staff.
Provide routine performance and operational updates to the department manager according to established timelines.
Build effective partnerships with internal and external stakeholders that support inclusion, learning, ownership, and alignment with Golden 1’s mission, vision, and values.
Support staffing schedules, timekeeping, workload balancing, documentation, and routine personnel reporting.
Monitor productivity and quality; conduct check-ins and quality huddles to address trends and reinforce expectations.
Oversee processing and funding workflows (including delegation and queue management) to ensure accurate, compliant, and timely completion.
Provide processing and funding support as needed to maintain service levels.
Promote engagement and retention by supporting development and modeling Golden 1’s mission, vision, and values.
Ensure adherence to policies, procedures, and risk standards; manage escalations and support resolution of complex transactions.
Lead quality control activities (quality huddles, trend reviews, root-cause analysis, and corrective action) to strengthen consistency and reduce credit/operational risk.
Maintain working knowledge of applicable lending requirements and controls relevant to indirect lending (including consumer protection and financial crime compliance expectations).
Safeguard member and employee information in accordance with internal controls, audit requirements, and regulatory standards.
Identify operational risks; recommend and maintain controls aligned with the credit union’s risk appetite and department standards.
Develop and maintain procedures, job aids, and training materials to support consistent execution and audit readiness.
Investigate and resolve member and dealer partner concerns; document outcomes and identify systemic improvement opportunities.
Maintain confidentiality of employee and member records and appropriately support audit and compliance requests.
Lead and support projects impacting indirect processing (new products, dealer/vendor onboarding, system enhancements, and process changes).
Support user acceptance testing (UAT) and system upgrades by documenting impacts, validating results, and recommending efficiencies.
Analyze workflow and performance data to identify bottlenecks and implement sustainable process improvements.
Partner with Dealer Relationship Managers to support dealer performance, resolve escalations, and reinforce program expectations.
Collaborate with Underwriting, Compliance, Risk, Training, Technology, and leadership to align execution with strategy and resolve operational issues.
Maintain effective relationships with vendors and system providers to support reliable operations and successful implementation of enhancements.
Provide weekly, monthly, and quarterly reporting on volume, productivity, quality, and trend drivers; communicate risks and mitigation actions.
Respond to escalated inquiries from members, dealers, and internal partners; communicate decisions, expectations, and outcomes clearly and professionally.
Support training delivery, communications, and operational updates as needed.
Participate in special assignments and strategic initiatives that impact Dealer Services Operations and indirect lending.
Perform other duties as assigned.
Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.