Manager, Consumer Loan Processing And Servicing

Job Details

Job Location: Headquarters

• Irwindale, CA

Position Type: Full Time

Education Level: Bachelors Degree

Salary Range: $90,000.00 - $105,000.00 Salary

Travel Percentage: Negligible

Job Shift: Monday

• Friday and some Saturdays

Job Category: Lending

Description

Rize Credit Union is seeking an experienced and motivated Manager of Consumer Loan Processing and Servicing to lead our Loan Services Department. The ideal candidate will have a robust background in consumer loan administration and a dedication to providing exceptional member service. This role is critical in ensuring our loan processing and servicing operations are efficient, compliant, and member-centric.

A hybrid remote work arrangement is available for this position.

Key Responsibilities:

Department Oversight and Leadership

• Lead, mentor, and motivate a team of loan servicing professionals, fostering a culture of excellence, teamwork, and member-centric service.

• Manage and optimize consumer loan administration, DMV processing, and loan funding processes, ensuring accuracy, efficiency, and compliance with regulations.

• Oversee the processing and funding of all Consumer Loans, including Visa, Personal Line of Credit, Recreational, and Auto loans.

• Monitor and adjust rates related to Visa portfolio.

• Resolve complex member inquiries, complaints, and escalations related to loan servicing.

• Manage the auto leasing program post-funding processes, including turn-ins, early terminations, end-of-lease procedures, total loss, extensions, payoffs, address changes, sales tax updates, and billing.

• Develop and implement key performance indicators (KPIs) to measure department performance and report regularly to senior management.

• Identify opportunities for process improvements to enhance efficiency and member experience.

• Oversee loan-related insurance products (GAP, MBP, DP, CPI) by producing monthly sales reports, conducting training, and providing member and team support.

• Supervise post-funding activities on indirect products, including loan servicing, GAP refunds, sales tax review, and GL balancing.

• Prepare and present regular reports on department activities and performance to senior management and the board of directors.

Project Management:

• Participate in the Credit Union's corporate goal-setting process and implementation of strategies to achieve them.

• Assist in implementing new loan products and services.

• Manage strategic projects in alignment with the Credit Union's strategic plans.

• Collaborate with cross-functional teams to identify and implement process improvements, automation, and technology solutions.

Compliance and Risk Management:

• Stay up-to-date with industry regulations and ensure departmental compliance with all legal and regulatory requirements.

• Develop, manage, and recommend revisions to current policies and procedures.

• Work closely with the Loss Prevention Department on delinquent loans, repossessed vehicle titles, and collateral management.

• Review bi-weekly File Maintenance reports to ensure accurate and authorized loan account changes.

• Ensure timely and accurate loan adjustments to minimize financial loss and member impact.

• Oversee daily audits on funded loans, ensuring policy and procedure adherence, and assist with internal and external audits.

• Comply with all Credit Union policies and procedures, including Bank Secrecy Act regulations.

• Monitor UCC filings and maintenance for lending products.

Third Party Relationships:

• Build strong relationships with vendors and maintain open communication with third parties to ensure timely, accurate, and cost-effective loan processing support.

• Monitor and review title tracking services, Collateral Protection Insurance, and other third-party reports to ensure proper insurance coverage and protection for the Credit Union.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Experience

• 5 years of experience in consumer loan servicing, with at least 2 years in a managerial or supervisory role.; or equivalent combination of education and experience.

• Strong knowledge of lending regulations and compliance requirements.

• Proven project management and process improvement experience.

Education/Certifications/Licenses

• Bachelor's degree

Interpersonal Skills

• Demonstrated passion for delivering superior member experiences and resolving issues promptly and efficiently.

• Exceptional verbal and written communication skills, with a friendly and professional demeanor.

• Exceptional problem-solving and decision-making abilities.

Computer Skills

• Strong working knowledge of Microsoft 365 products (Outlook, Teams, Word, Excel).

• Proficient in using PCs, smartphones, and mobile apps.

• Experience developing and analyzing reports utilizing data warehouse systems is preferred.

Other Skills

• Must possess strong supervisory and management skills. Must be capable of uniformly directing the activities of subordinates, handling a large volume of detail, and instructing others.

• Must be detail oriented, can multi-task and provide exceptional customer service.

• Exceptional problem-solving, analytical abilities and organizational skills.

Physical Requirements

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.

• Must be capable of climbing/descending stairs in an emergency.

• Must be able to routinely perform work on computer for an average of 6-8 hours per day.

• Must be able to work extended hours whenever required or requested by management.

• Must be able to talk and hear.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.