AVP, Consumer Loan Servicing

The AVP, Consumer Loan Servicing, reporting to the SVP, Mortgage Loan Services, leads Consumer Direct and Indirect Loan Servicing operations. This role develops and executes strategies to ensure compliance with organizational policies and procedures, regulatory standards, and industry best practices, while driving initiatives to optimize servicing processes that enhance the member experience. The AVP aligns team performance goals with business objectives, fostering a culture of collaboration, accountability, and continuous improvement, and supports the professional growth and development of team members

REQUIREMENTS

1. Bachelor’s degree in a relevant field and minimum of 5 years of lending related experience. Equivalent combination of education and experience will also be considered.

2. Minimum of 3 years of leadership experience managing loan servicing teams or similar operational environment.

3. Strong knowledge of consumer lending products, servicing operations, and regulatory compliance requirements.

4. Proficiency in loan servicing systems and software.

5. Experience leading process improvement efforts resulting in efficiencies and productivity gains.

6. Strong analytical and problem-solving abilities with a focus on process improvement.

7. Exceptional communication, interpersonal, and leadership skills.

8. Ability to use independent judgment and discretion in various situations while maintaining a high degree of confidentiality.

9. Must develop a thorough understanding of company policies and procedures as they relate to this position. Must comply with all company policies and procedures and all job-related state and federal laws and regulations.

PRINCIPAL ACCOUNTABLITIES

1. Establishes strategic goals for the Consumer Loan Servicing department and ensures clear communication of objectives to the team. Provides ongoing feedback and guidance to support progress and drive results aligned with these goals.

2. Creates and maintains all Consumer Loan Servicing written procedures, checklists and job aids.

3. Leads the evaluation, testing and/or modifying of current or new procedures, according to user requirements that conform to regulatory guidelines.

4. Manages 3rd party relationships. Continually assesses service levels and ensures our systems are being used in the most effective way for our members and internal staff.

5. Develops and maintains strong working relationships with third parties/agencies. Reviews monthly loan servicing results and implements needed changes to ensure processes meet third party requirements.

6. Maintains up-to-date knowledge of regulatory and economic trends impacting loan servicing by leveraging professional publications, industry resources, and company tools. Proactively evaluates and implements process and system improvements to ensure compliance and operational excellence.

7. Leads staff development efforts by providing training on products, services, regulatory compliance, policies, procedures, and service excellence.

8. Monitors team productivity, accuracy and performance to ensure staffing efficiency, and regularly gathers feedback from members and internal teams to identify opportunities for improving service delivery and operational effectiveness.

9. Partners cross-functionally with other departments including but not limited to Accounting/Finance, Member Solutions, Lending, Branches and Member Experience to provide support and a consistent member experience.

10. Oversees the resolution of escalated member issues, ensuring timely and effective outcomes while identifying opportunities to improve process and prevent future concerns.

11. Partners with Compliance and Audit to provide loan files and documentation as requested. Oversees the preparation for NCUA/DFI examinations, internal audits and independent third-party audits of consumer loans.

12. Performs other duties as assigned.

EO/AA Employer; including veterans and individuals with disabilities.