Job Title: Mgr - Auto Loan Servicing
Status: Exempt
Reports to: Sr Manager - Operations - Consumer Loan Servicing
Department: Consumer Loan Servicing
Job Code: 12130
Pay Range: $125,000.00 - $135,000.00 Annually
Location: Hybrid in Sacramento, CA
WHO YOU ARE:
You lead auto loan servicing operations by establishing clear ownership, service expectations, controls, and accountability across vehicle-related servicing functions. You are a practical operations leader who develops teams, uses performance data to address risk and service gaps, and implements processes that can support portfolio growth and geographic expansion. You partner across Lending, Collections, Member Care, Compliance, Risk, Accounting, Technology, and Vendor Management to deliver consistent auto servicing outcomes for members and the credit union.
WHAT YOU'LL DO:
- Plan, organize, and direct auto loan servicing operations, including vehicle title perfection and release, payoff processing, insurance servicing, ancillary product servicing and refunds, and title management for repossessed vehicles.
- Lead supervisors and team members by setting priorities, monitoring performance, balancing workloads, providing feedback, and supporting employee development and succession readiness.
- Establish and maintain service standards, operating procedures, quality controls, and performance measures that support accuracy, timeliness, regulatory compliance, and consistent member experience.
- Promote employee engagement by creating an environment of trust, communication, recognition, and professional growth that enables individuals and teams to perform at their highest level.
- Build organizational capability through talent development, leadership coaching, and engagement strategies that strengthen team effectiveness and long-term departmental performance.
- Lead auto loan servicing projects and process improvements by defining requirements, supporting implementation and testing, and ensuring processes are scalable, controlled, and operating as intended.
- Lead servicing support for out-of-state lending and national expansion, including development of procedures, controls, agency and vendor relationships, and operational readiness for new jurisdictions.
- Manage third-party auto refinance servicing partnerships and vehicle-related vendors by monitoring service levels, risk, audit results, contract requirements, and issue resolution.
- Partner with internal business areas to maintain ancillary products and insurance-related services, including GAP, debt protection, mechanical repair coverage, and other applicable products.
- Investigate and resolve escalated member concerns and complaints related to auto loan servicing; identify root causes and implement corrective actions when needed.
- Monitor state and federal regulatory requirements affecting auto loan servicing and advise management of operational changes needed to address compliance or risk.
- Develop, test, implement, and document process controls that mitigate operational and compliance risk within the credit union's risk appetite.
- Participate in financial planning, manage expenses against budget, and explain material variances.
- Maintain applicable business continuity plans and operational readiness for assigned functions.
- Perform other assignments and duties as assigned.
QUALIFICIATIONS AND PREFERENCES:
- Bachelor's Degree in a related field or equivalent work experience required
- 6+ years of progressively responsible management and supervisory experience within a credit union or financial institution, including oversight of loan servicing or operational teams required
- Experience with auto loan servicing, vehicle title operations, insurance servicing, vendor management, or multi-state servicing is 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=3369
DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:
The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union's discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.
