About this role
Position Purpose
Upholds the Credit Union's mission of "Doing the Right Thing" by leading Consumer Loan Processing operations and ensuring accurate, timely, and member-focused service. Oversees paid loan processing, insurance refunds and claims, lien perfection, loan documentation, and support for branch and member service teams. Leads employees, coordinates workflow, resolves escalated issues, and partners with internal teams and outside vendors to improve service, compliance, and operational efficiency.
Essential Responsibilities
- Leads the daily operations of Consumer Loan Processing, including assigning work, balancing workloads, maintaining appropriate coverage, monitoring service levels, and ensuring timely completion of department responsibilities.
- Provides day-to-day direction, coaching, and support to Consumer Loan Processors and promotes consistent, accurate, and efficient work practices.
- Oversees employee development, including onboarding, training, cross-training, performance appraisals, recognition, corrective action, and recommendations regarding compensation and promotion.
- Partners with the AVP - Loan Servicing and Employee Experience to recruit, interview, and select employees.
- Monitors department performance, expenses, risks, and workflow trends. Recommends process, technology, and service improvements to the AVP - Loan Servicing and Senior Leadership Team.
- Coordinates workflow with branches, Member Service Representatives, lending teams, and other departments to resolve questions, address complaints, and meet member needs promptly.
- Oversees paid loan processing, including refunds, release documentation, member notices, and related follow-up.
- Oversees lien perfection, file cleanup, collateral valuation support, corrected security agreements, insurance claim and refund processing, and payment adjustments related to force-placed insurance.
- Works with outside vendors, including Fiserv, TransUnion, Allied Solutions, TruStage, Vitu, and other service providers used by the department.
- Partners with Learning and Development to train and support Member Service Representatives and Branch Managers on lending systems, procedures, and processing requirements.
- Completes projects and other duties assigned by the AVP - Loan Servicing or Senior Leadership Team.
Necessary Experience and Qualifications
- High school diploma or equivalent and 2-3 years of experience in consumer lending, loan processing, loan servicing, or a related financial services role, or an equivalent combination of education, training, and experience.
- Prior supervisory or team leadership experience preferred.
- Working knowledge of consumer lending products, loan documentation, lien perfection, insurance-related processing, paid loan procedures, and applicable regulatory requirements.
- Proficiency with Microsoft Word, Excel, email, internet-based applications.
- Ability to read and interpret detailed instructions, reports, technical materials, correspondence, and regulatory requirements and apply the information to sound business decisions.
- Strong analytical, organizational, and problem-solving skills, with the ability to research and resolve complex operational or member issues.
- High degree of accuracy and attention to detail, with the ability to review documentation thoroughly and manage multiple priorities in a fast-paced environment.
- Effective written, verbal, listening, and interpersonal skills, including the ability to coach employees and address sensitive situations professionally and diplomatically.
- Ability to exercise independent judgment, maintain confidentiality, demonstrate consistent leadership, and support Credit Union objectives.
Work Environment and Physical Requirements
- Office environment with moderate level of noise
- Frequent use of telephone, copier, computer, fax machine and other office machines
- Prolonged sitting or standing
- Frequent mental and visual concentration
- Minimal lifting of up to 25 pounds
The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.
Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Click the Learn more about Capital Credit Union link below for more information, as well as information on employee rights under the Family Medical Leave Act and the Employee Polygraph Protection Act.