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Manager of Consumer Lending Operations
2 months ago
Position Overview:
The Manager of Consumer Lending Operations oversees the strategic direction of the Consumer Lending sector within the organization. This role entails direct management of the Consumer Lending Department, ensuring that members receive timely, precise, and high-quality service across various channels, including digital platforms, telephone, and in-branch interactions. The manager will also address member inquiries and escalated issues related to their accounts through secure communication methods. This position supports the Vice President of Consumer Lending in achieving the Credit Union's objectives and strategic initiatives.
About Frontwave Credit Union:
Frontwave Credit Union is a member-focused, not-for-profit financial institution dedicated to serving the communities of San Diego, Riverside, and San Bernardino counties. Established in 1952, we have expanded to 13 branches, serving 120,000 members and managing assets exceeding one billion dollars. Our mission is to develop consumer-oriented solutions that enhance the quality of life for our members through exceptional service and innovative technology.
Benefits:
We offer competitive compensation, 401k matching, and discounts on mortgages and auto loans. Enjoy 9-27 days of paid time off annually (based on tenure) along with 10 paid holidays. Our health plans are affordable, including medical, dental, and vision coverage, as well as a Flexible Spending Account. Additional benefits include an Employee Assistance Program, career development opportunities, training, mentoring, and tuition reimbursement up to $4,000 per year. We foster a culture of excellence and continuous improvement, striving to be the best workplace for our employees.
Key Responsibilities:
The essential duties of this role include, but are not limited to:
- Supervising daily operations of the Consumer Lending Department to ensure service standards are met, which includes recruiting, coaching, and performance evaluations.
- Ensuring accurate and timely processing and funding of loans in accordance with established lending guidelines and departmental service level agreements.
- Managing daily workflow and monitoring loan queues, recommending procedural enhancements as necessary.
- Enhancing member and staff experiences by developing processes that elevate service quality.
- Assisting in the research, evaluation, and implementation of departmental or organizational projects relevant to the department's scope.
- Creating reports, conducting analyses, and providing recommendations for improvements.
- Addressing and resolving member complaints while implementing preventive measures for future issues.
- Acting as the primary contact for underwriting exceptions and escalations, making decisions within departmental procedures.
- Supporting all lending policies and procedures, maintaining quality control processes, and participating in off-site special events related to lending services.
- Staying informed about trends in the credit union movement, banking industry, and lending practices, offering recommendations for necessary changes.
- Communicating consumer lending rates and disbursements to members and dealers accurately and promptly.
- Assisting the Dealer Relationship Representative with data entry, loan package reviews, and daily report reconciliations.
- Demonstrating leadership and fostering a positive, high-performing work environment based on trust and transparency.
- Supporting the Vice President of Consumer Lending in departmental leadership and assuming responsibilities in their absence.
Qualifications:
Required Education and Experience:
- Bachelor's degree preferred or equivalent experience in a related field.
- 7+ years of experience in the financial services sector.
- A minimum of 5 years in consumer lending, loan processing, and funding.
- 5+ years of leadership experience, including delegating, mentoring, and coaching staff.
- 3+ years of underwriting experience in consumer lending.
Preferred Qualifications:
- Familiarity with DMV documentation and processes.
- Experience in lending across multiple states.
Salary Range: $87,284.82 - $130,927.22
Service Excellence Standards:
At Frontwave Credit Union, we are committed to our Service Excellence standards, which include:
- Ownership of our responsibilities.
- Creating positive experiences.
- Ensuring accuracy in our processes.
- Collaborating effectively as a cohesive team.
- Innovating and evolving our services.
- Delivering memorable experiences for our members.
- Taking initiative in our roles.
