Bachelor's Degree in business administration, finance, management, or related field required
7+ years of consumer lending experience
5+ years of leadership experience
Experience in regulated financial services operations
Preferred experience in direct lending operations and process improvement
Responsibilities
Lead Direct Lending fulfillment operations and ensure compliance with policies and regulations
Oversee final loan audits, funding, and documentation compliance
Support branch and MSCC lending functions with timely operational guidance
Manage consumer lending escalations and improve service delivery
Develop partnerships with various business units to enhance lending processes
Ensure quality assurance and risk management in lending operations
Coach and develop teams while fostering a culture of accountability and service excellence
Benefits
Hybrid work environment in Sacramento, CA
Opportunities for career development and succession planning
Support for employee engagement and quality service culture
Involvement in strategic initiatives and process improvements
Access to training and development resources
Full Job Description
Job Title:Manager - Direct Lending Fulfillment and Service Delivery Status: Exempt Reports to: Director - Consumer Lending Department: Consumer Direct Lending Ops Job Code: 12142 Pay Range: $124,700.00 - $130,000.00 Annually Location: Hybrid in Sacramento, CA
WHAT YOU'LL DO:
The Manager, Direct Lending Fulfillment & Partner Services leads Direct Lending fulfillment operations, including final loan audit, funding, booking validation, branch and MSCC lending support, operational escalations, and partner service delivery. The role is accountable for fulfillment quality, timely execution, regulatory and policy compliance, operational controls, service-level performance, and the development of specialized teams supporting the final stages of the consumer lending lifecycle. This position partners with Consumer Lending leadership, Product Management, Compliance, Retail Leadership, Loan Servicing, Collections, Fraud Prevention, Operations, and other business units to advance organizational priorities, process improvements, technology implementations, and operational excellence.
Fulfillment Operations Leadership * Lead Direct Lending fulfillment functions, including final loan audit, funding, loan booking validation, and operational quality review. * Ensure loans are funded accurately and timely in accordance with Credit Union policies, procedures, service levels, and applicable regulatory requirements. * Monitor funding turnaround times, quality results, production trends, service levels, and operational risks; establish priorities and align resources with changing loan volume and business demand.
Audit and Funding Oversight * Lead Funding Specialists responsible for final loan audits, loan funding, vesting verification, collateral validation, contract accuracy review, funding exception resolution, and documentation compliance. * Oversee fulfillment activities for credit cards, secured credit cards, personal loans, personal lines of credit, direct vehicle loans, RV loans, and powersports loans. * Ensure loan files are complete, accurate, compliant, and ready for funding and booking.
Branch and MSCC Partner Support * Lead branch vehicle loan support and MSCC lending support functions, including ServiceNow escalations, funding requests, support chat coverage, complex lending inquiries, operational guidance, and same-day funding support. * Establish service standards, coverage expectations, and accountability measures that deliver timely and consultative support to frontline employees and internal partners.
Escalation Governance and Service Delivery * Serve as the operational owner for consumer lending escalations and maintain structured intake, routing, resolution, communication, and reporting practices. * Monitor escalation volumes, root causes, service-level performance, resolution timeframes, service trends, and operational risks; partner with business units to improve outcomes and the member experience.
Business Partner Relationship Management * Develop collaborative partnerships with Retail Branches, MSCC, Loan Servicing, Collections, Fraud Prevention, Compliance, Consumer Lending leadership, and operational support teams. * Act as a trusted operational advisor regarding lending processes, funding requirements, escalation resolution, and service delivery expectations.
Quality Assurance and Risk Management * Maintain compliance with applicable laws and regulations, including BSA/AML, OFAC, ECOA, Fair Lending, and UDAAP, as well as Credit Union policies, procedures, and operational controls. * Identify operational risks, implement corrective actions, support audits, monitor quality trends, and maintain audit readiness.
Employee Leadership and Development * Lead, coach, and develop fulfillment, funding, and support teams; conduct performance evaluations and developmental coaching. * Support career development and succession planning while building a culture of accountability, partnership, quality, engagement, and service excellence.
Continuous Improvement and Strategic Initiatives * Lead process improvements focused on quality, efficiency, scalability, service, automation, and operational optimization. * Participate in user acceptance testing and support implementation of new products, services, campaigns, technologies, and workflow changes. * Partner with leadership on strategic initiatives affecting the consumer lending lifecycle.
QUALIFICIATIONS AND PREFERENCES:
Bachelor's Degree in business administration, finance, management, or a related field required
Equivalent relevant experience may be considered.
7+ years of consumer lending experience and five years of leadership experience required
Experience leading regulated financial services operations and managing service levels, quality standards, productivity goals, and high-performing teams required
Direct lending operations, funding and fulfillment management, branch or contact center support, workforce planning, process improvement, automation, and vendor or partner relationship management experience preferred
Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx?EntityID=2&id=3384
