Vice President, Consumer Loan Originations

SchoolsFirst Federal Credit Union•Tustin, CA

About The Position

The Vice President, Consumer Loan Originations sets strategic direction and leads consumer loan acquisition and the origination experience across direct, indirect, contact center, branch-assisted, digital, and emerging channels. The role is accountable for application acquisition, completion, conversion, and reducing Member friction, while partnering across Consumer Lending and enterprise functions to deliver sustainable growth, consistent Member experiences, operational scalability, and responsible lending outcomes. The Vice President works with the SVP, Consumer Lending and senior leadership to establish and execute strategy, goals, and priorities for consumer loan acquisition, channel performance, and the origination experience. The role oversees continuous improvement of the application journey, performance measurement, partner-channel relationships, consultative and outbound lending strategies, workforce planning, service recovery, and modernization through digital capabilities, automation, self-service, artificial intelligence, and workflow improvements. This position leads and develops managers and teammembers, establishes workforce strategies, operational plans, and budgets, and builds cross-functional relationships to achieve organizational objectives. It also manages risk within the assigned area, supports regulatory compliance and required training, and performs other duties as assigned.

Requirements

High school diploma or GED required.
Bachelor’s degree in a related field or equivalent years of experience required.
At least 15 years of prior relevant experience required.
At least 10 years of prior management experience required.
Strategic leadership and executive-level judgment, with ability to translate enterprise strategy into priorities, operating plans, accountability, and measurable outcomes.
Deep understanding of consumer loan acquisition, direct and indirect origination channels, contact-center operations, underwriting and processing workflows, and downstream servicing dependencies.
Strong knowledge of consumer lending laws, regulations, and controls, including fair lending, adverse action, credit reporting, privacy, Member protection, and third-party oversight.
Strong financial and business acumen, including budgeting, forecasting, resource allocation, investment evaluation, and lending-performance interpretation.
Proficiency using data and analytics to define measures, diagnose root causes, forecast demand, make decisions, and evaluate results.
Strong understanding of digital lending platforms, loan-origination systems, decisioning technologies, automation, artificial intelligence, self-service, workflow, and data-enabled performance management.
Ability to balance growth, Member value, service quality, operational capacity, financial outcomes, and risk.
Proven ability to lead organizational change and complex business transformation while maintaining engagement and operational continuity.
Exceptional relationship-building, negotiation, vendor-governance, and stakeholder-management capabilities.
Strong executive presence and verbal, written, presentation, and influence skills, including the ability to communicate complex lending, operational, financial, Member, and risk matters clearly.
Ability to build, develop, engage, and retain high-performing teams and strengthen succession and leadership bench capacity.
High ethical standards, sound judgment, integrity, professionalism, and commitment to the Credit Union’s values and Member Service philosophy.
Results-oriented, organized, and adaptable, with ability to manage competing priorities in a dynamic environment.
Experience leading omnichannel consumer lending acquisition and Member experience strategies.
Experience with workforce management, quality assurance, business continuity, and operational resilience in a high-volume environment.
Experience developing business cases and measuring results of strategic investments.

Nice To Haves

Master’s degree in a related field preferred.

Responsibilities

Set strategic direction and lead consumer loan acquisition and the origination experience across direct, indirect, contact center, branch-assisted, digital, and emerging delivery channels.
Collaborate with the SVP, Consumer Lending and senior leadership to establish and execute strategy, goals, and priorities for consumer loan acquisition, channel performance, and the origination experience.
Lead acquisition, consultation, and conversion across channels in alignment with Credit Union objectives and Member needs.
Improve the consumer loan origination experience, including Member communications, channel consistency, handoffs, application completion, conversion, and reducing Member friction.
Establish and monitor measures for application volume and completion, conversion, pull-through, service, quality, productivity, Member effort, channel performance, and financial outcomes; use results to identify root causes and drive measurable improvement.
Use Member feedback, application journey data, complaints, operational measures, market insights, and teammember input to improve the application experience.
Improve first-contact resolution, proactive communication, application completion, pull-through, service recovery, and Member effort.
Modernize originations through digital capabilities, automation, self-service, artificial intelligence, workflow improvements, and responsible technology adoption.
Provide strategic oversight of indirect and other third-party origination channels, including dealer and digital marketplace relationships; establish partner scorecards and expectations.
Partner with Branch Operations and other Member-facing channels to establish consistent origination practices, consultation standards, escalation support, and Member communications.
Lead consultative and outbound lending strategies that identify appropriate Member needs, provide product guidance, support responsible loan growth, and deepen Member relationships.
Provide origination, Member, channel, and competitive insights to support product, pricing, promotion, and distribution strategies.
Evaluate consumer behavior, competitive conditions, industry developments, technologies, and delivery-channel trends and translate insights into recommendations.
Partner with Consumer Loan Operations, Credit Risk, Compliance, and the SVP, Consumer Lending to align origination practices with credit policies, risk appetite, delegated authorities, and Member service expectations.
Develop and execute workforce management, capacity planning, demand forecasting, quality assurance, and reporting strategies.
Ensure effective escalation and service-recovery practices; use complaint, escalation, error, and quality trends to identify root causes and drive systemic improvement.
Build cross-functional partnerships across Consumer Lending, Branch Operations, Member Care, Digital, Technology, Marketing, Finance, Risk, Compliance, Strategic Integration, and other enterprise functions.
Lead and develop managers, teammembers, and functional capabilities by establishing workforce strategies, operational plans, and budgets.
Use data, analytics, market intelligence, and industry trends to optimize performance, support decisions, and drive continuous improvement.
Build and maintain strategic relationships with stakeholders, vendors, and business partners.
Provide leadership and influence across assigned functions, driving performance, innovation, and a Member-focused service culture.
Identify, evaluate, and manage risk within the assigned area and implement risk mitigation strategies and activities as appropriate.
Comply with regulatory requirements and assigned training, including applicable BSA requirements.
Perform other duties as assigned.