Consumer Loan Operations Manager

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team.

In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

The Consumer Loan Operations Manager serves as the operational lead for consumer loan booking, servicing, and centralized payment processing across all consumer loan products, including real estate (HELOC, mortgage) and non-real estate (auto, personal loans, credit cards). This role ensures accurate and timely execution of all servicing and payment activities while maintaining compliance with applicable laws, regulations, and Credit Union policies.

The Manager acts as a liaison with other departments—including Lending, Member Services, Collections, Accounting, and Compliance—to research and resolve consumer loan and payment-related issues, provide subject matter expertise, and ensure operational accuracy. The position also manages the loan core system setup for consumer products, oversees daily work assignments, and supports process improvement initiatives to enhance service delivery and operational efficiency.

• Lead and manage the consumer loan operations and payment processing team, ensuring department objectives, staffing levels, and training needs are met. Provide expertise and support to other departments on consumer loan servicing and payment-related matters.
• Oversee centralized consumer loan payment processing, including physical payments, lockbox batches, electronic payment channels, payment posting accuracy, and timely reconciliation.
• Ensure accurate loan booking, file maintenance, lien perfection, escrow administration, insurance tracking, payoff calculations, and lien release processing.
• Perform and oversee daily, weekly, and monthly loan-related general ledger reconciliations; coordinate with Accounting/Finance to resolve discrepancies promptly.
• Manage the HELOC and other real estate loan fulfillment process, including document preparation, closings, and funding, ensuring proper loan structure, accurate documentation, and correct core system setup.
• Review and resolve payment exceptions, returned items, misapplied payments, and product exceptions; escalation recurring issues as necessary.
• Liaise with internal departments to research complex consumer loan and payment issues, coordinate corrective actions, and ensure timely member resolution.
• Maintain and update departmental procedures, policies, and job aids for consumer loan fulfillment, servicing, and payment processing functions.
• Participate in system and process improvement initiatives, offering recommendations to enhance operational efficiency, accuracy, and service quality.
• Ensure compliance with all applicable laws, regulations, and internal policies related to consumer loan servicing, payment processing, and collateral management.
• Prepare for and assist with internal and external audits; conduct periodic self-audits to verify operational readiness and compliance.
• Provide coaching, training, and performance feedback to staff to maintain high standards of accuracy, productivity, and service. Foster a collaborative and service-oriented work environment.
• Display integrity, self-awareness, courage, and respect for staff while ensuring learning agility and flexibility communicating and delegating effectively. Work effectively, collaboratively, and creatively in a team-oriented environment both internally and externally.
• Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

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