Consumer Lending Operations Manager

Description

Job Title:  Consumer Lending Operations Manager

Department: Consumer Loans

Reports to: VP of Consumer Lending 

Hours per Week: 40 hrs./week Salary Exempt

Company Summary

Welcome to Financial Plus Credit Union (FPCU) – 'The Place where it’s Possible.' 

At FPCU, we believe in the power of collaboration, embrace inclusivity as a strength, and are driven by a shared commitment to success. Our community-centered approach goes beyond financial services; it's about fostering connections and making a positive impact. 

Join us, and be part of an environment that prioritizes wellness, encourages continuous learning, and opens doors to developing you into the person you want to be. Explore the opportunities that await you at FPCU – where you aren’t just making a living but joining a PLACE where you can REACH your goals.  

Position Summary

The Consumer Lending Operations Manager is responsible for overseeing the day-to-day operations of the consumer lending department. This role ensures efficient lending practices, maintains a high standard of customer service, and ensures compliance with all regulatory requirements. The manager plays a key role in driving loan growth while managing risk and fostering a high-performing, member-focused team. The Consumer Lending Operations Manager works closely with the VP of Consumer Lending to execute strategic initiatives and improve loan products and processes to meet the financial needs of the member.

Essential Functions & Primary Responsibilities

• Oversee the consumer lending operations team, including loan processors, and support staff, to ensure smooth and efficient loan processing and servicing. This includes systems administration and project implementation.
• Develop, implement, and monitor lending policies, procedures, and best practices to ensure compliance with federal and state regulations.
• Develop and implement strategies to improve operational efficiency and service quality.
• Manage and coordinate the work of the consumer lending operations team to ensure timely and accurate processing of loan applications.
• Collaborate with other departments to develop and implement best practices for loan processing and servicing.
• Analyze loan portfolios to assess risk, profitability, and growth opportunities, making recommendations to senior management for improvements.
• Monitor and analyze key performance indicators (KPIs) to identify trends and opportunities for improvement.
• Collaborate with the marketing department to promote lending products and services, increasing member engagement and loan volume.
• Maintain and improve member service by ensuring all inquiries, applications, and issues are handled professionally and promptly.
• Conduct regular audits of loan files to ensure accuracy, compliance, and proper documentation.
• Provide coaching, development, and training for lending operations staff to enhance their skills and performance.
• Work with third-party vendors, including loan origination system providers and credit reporting agencies, to optimize processes.
• Stay up to date on industry trends, lending laws, and product innovations to recommend improvements or new offerings.
• Resolve  complex member issues and escalate as needed, maintaining a high level of professionalism and problem-solving.
• Assist in budgeting and forecasting for the consumer lending division.
• Ensures compliance with all federal and state laws and regulations, including the Bank Secrecy Act, Patriot Act, and Office of Foreign Asset Controls, and should request legal interpretation as necessary. Must ensure subordinates are also compliant with such laws and regulations.
• Must be bondable. 
• Perform other duties as assigned.

Requirements

Education & Qualifications

• Bachelor’s degree in Finance, Business Administration, or a related field; or equivalent work experience.
• 3-5 years of experience in consumer lending, with 2-3 years in a leadership or management role preferred. 
• This position requires an understanding of basic computer skills including m365 suites.

Skills and Abilities

• Strong leadership and management skills with the ability to motivate, coach, and develop a high-performing team.
• Analytical thinking with the ability to evaluate loan portfolios and make data-driven decisions.
• Exceptional problem-solving skills with a solution-oriented mindset.
• Detail-oriented, ensuring compliance and accuracy in all aspects of lending.
• Ability to handle multiple tasks in a fast-paced environment while meeting deadlines.
• Presents a positive and professional image to members through effective and courteous verbal and written communications.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Physical Demands & Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sedentary work; sitting most of the time. Exerts up to 10 pounds of force occasionally.
• The noise level in the work environment is professional and typically moderate.

This job Description is not a complete statement of all duties and responsibilities comprising this position.