Job Title:Sup - Consumer Loan Servicing
Status: Exempt
Reports to: SrMgr - Operations - Consumer Loan Servicing
Department: Consumer Loan Servicing
Job Code: 5005
Pay Range: $93,730 - $94,500 Annually
Location:Hybrid in Sacramento, CA
WHAT YOU'LL DO:- Leadership & Team Performance * Lead, support, coach, and develop staff to build a high-performing team focused on service excellence, accountability, quality, and continuous improvement. * Foster a positive, inclusive, and engaging work environment by promoting skill development, coaching for improvement and growth, and reinforcing the Credit Union's mission, vision, and core values. * Lead department functions and performance by administering staff scheduling, payroll, personnel reporting, disciplinary actions, performance appraisals, and other people leadership responsibilities * Foster strong communication, collaboration, and information sharing across team members, peers, and business partners.
- Servicing Operations * Oversee end-to-end consumer loan servicing operations, including loan maintenance, research, payoff processing, title and collateral management, and ancillary product servicing. * Furnish accurate reporting and remain in compliance with credit bureau reporting including dispute and reject resolution, including member communication * Lead servicing execution by managing workflow, monitoring pipeline activity, and ensuring timely, accurate completion of work aligned with service level expectations. * Lead and monitor call service levels, call quality, and established performance metrics. * Drive production and service-related goals by managing workflow, monitoring pipeline activity, eliminating bottlenecks, and ensuring excellent member experience. * Review supporting documentation for accuracy, authenticity, and completeness and apply fraud detection, prevention, and reporting practices, as needed * Monitor consumer loan portfolio rates and applicable system tables to ensure rate changes are implemented timely and accurately * Oversee the accurate, timely, and compliant submission of consumer loan credit data to applicable credit reporting agencies and related vendors * Perform vendor oversight and scoring * Review and submit appropriate legal filings and coordinate follow-up activities, including engagement with internal and external legal partners, as needed. * Perform additional duties as assigned in support of department and organizational
- Risk, Compliance and Controls * Monitor credit reporting exceptions, trends, and process effectiveness to reduce risk, improve accuracy, and protect both member experience and Credit Union * Lead process documentation, control effectiveness, and staff readiness * 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. * Monitor, evaluate, and report risk associated with loan servicing operations, portfolio performance, process execution, and applicable market or operational conditions * Proactively monitor operational performance, quality, and service levels and promptly communicate issues to management while driving timely resolution * Ensure compliance with member complaint reporting, logging, resolution, and trending requirements, and support resolution of escalated member
- Process improvement, projects and partnerships * Review, analyze, evaluate, and enhance consumer loan servicing processes to improve scalability, efficiency, quality, service delivery, and compliance * Develop, document, review, and update policies and procedures to ensure processes are clearly defined, well controlled, and effectively executed by staff * Ensure system enhancements, vendor programs, and product updates are appropriately researched, tested, implemented, and monitored with member experience in mind * Eliminate operational rework and exceptions through process review, root cause analysis, and continuous improvement efforts * Support vendor oversight by monitoring service effectiveness, reviewing billing statements, and helping ensure strong third-party performance
QUALIFICIATIONS AND PREFERENCES:- Bachelor's Degree in a related field or equivalent work experience is preferred
- 5+ years experience in consumer loans, commercial loans, and including detailed knowledge of credit bureau reporting preferred
- 5+ years in leading and managing teams, with a focus on performance coaching and development 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=2656
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