Indirect Loan Processor III

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

1805

Grade:

17H

Status:

Non-exempt

POSITION AND PURPOSE

As an Indirect Loan Processor III, you serve as a senior-level processor and subject matter expert within Dealer Services Operations. In this role, you are responsible for resolving complex, high-risk, and time-sensitive issues, ensuring strict compliance with credit union policies, service standards, and regulatory requirements throughout the end-to-end processing, review, and funding of vehicle loans originated via dealership and other third-party partnerships. You independently research, analyze, and determine resolutions for exceptions and escalations that may impact member experience, loan quality, operational risk, and funding timelines. This position is vital in maintaining loan accuracy, regulatory compliance, fraud prevention, and prompt funding, while fostering strong relationships with dealers and members.

Beyond core processing duties, the Indirect Loan Processor III acts as a trusted resource for the team, offering real-time guidance through internal communication channels, supporting training and knowledge sharing, and assisting with complex loan scenarios and escalations. You also participate in User Acceptance Testing (UAT) for rate changes, system and product updates, and program enhancements to ensure operational readiness and identify process or system impacts prior to implementation.

This position supports internal Quality Assurance (QA) efforts by assisting with reviews, identifying trends, and reinforcing adherence to policies and procedures. The Indirect Loan Processor III also contributes to continuous improvement initiatives by providing feedback and recommendations to leadership aimed at enhancing efficiency, quality, compliance, and the overall dealer and member experience.

As an Indirect Loan Processor III, you are expected to model best practices, coach and support peers, and maintain a strong quality and compliance mindset. You communicate clearly and professionally with members, branch teams, dealerships, and internal partners, translating lending requirements into actionable guidance. You are accountable for accuracy, documentation integrity, and regulatory compliance throughout the loan lifecycle, and you identify trends, control gaps, or recurring issues, escalating recommendations to leadership to improve processes, reduce exceptions, and enhance member outcomes.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You independently manage complex, high-risk indirect loan scenarios from intake through funding, ensuring accuracy, compliance, and timely resolution while supporting a strong dealer and member experience.

You are a independently manage complex, high-risk indirect loan scenarios from intake through funding, ensuring accuracy, compliance, and timely resolution while supporting a strong dealer and member experience.

You lead through influence by coaching peers, supporting daily workflow needs, resolving escalations, and identifying trends and improvement opportunities that strengthen processes, reduce risk, and enhance operational performance.

THE WORK

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Acts as a primary point of contact for dealership partners and borrowers, communicating via phone and email to resolve issues, clarify requirements, and ensure a positive funding experience.

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Acts as a step-down leader when management is unavailable, supporting daily workflow management, issue escalation, and team communication.

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Manages a high-volume pipeline of indirect loans, prioritizing workload to meet strict turnaround times and service level expectations.

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Provides guidance, coaching, and informal training to junior or less experienced processors.

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Serves as an escalation point for complex loan scenarios, dealer issues, or policy interpretation.

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Supports leadership by assisting with the review, maintenance, and accuracy of job aids, procedures, and operational guidelines, including incorporating policy/process updates and clarifications identified through day-to-day exceptions and escalations.

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Actively supports the team by responding to questions and providing real-time guidance through internal chat channels, and assists team members with complex loan scenarios, documentation discrepancies, and procedural interpretation to ensure accuracy, compliance, and timely funding.

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Develops and distributes monthly team newsletters to communicate updates related to policy changes, process enhancements, system updates, performance trends, and best practices.

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Proactively provides actionable feedback and recommendations to leadership aimed at enhancing efficiency, quality, compliance, and the overall team and dealer experience, including identifying recurring exceptions and opportunities to reduce rework.

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Identifies trends, recurring issues, and improvement opportunities through day-to-day operations and collaboration with cross-functional partners to support operational effectiveness and member satisfaction.

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Works closely with internal teams (Dealer Services Underwriting, Compliance, Risk, Fraud, Membership, Dealer Relationship Managers, and Operations leaders) to ensure dealership and member needs are met.

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Maintain an advanced, current understanding of applicable state and federal laws/regulations and internal requirements (including BSA/AML, CIP/OFAC, and related compliance obligations); apply them consistently; and serve as a resource to teammates by interpreting requirements and reinforcing controls throughout the funding process.

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Accountable for meeting established quality assurance standards and performance metrics by completing work accurately the first time, following required checklists/controls, meeting productivity and timeliness targets, and promptly correcting errors. Analyze quality results and rework trends to identify root causes, recommend corrective actions, and reinforce best practices with peers.

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Identify root causes of dealer/member or operational issues (including recurring documentation defects and funding delays), recommend practical solutions, and lead or support continuous improvement efforts (job aids, knowledge sharing, workflow enhancements, and control refinements) to improve team consistency and throughput.

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Deliver consistent, high-quality service to dealers, members, and internal partners by actively listening, confirming needs, explaining next steps in plain language, setting realistic timelines, and following through on commitments. Own escalations and time-sensitive funding issues by coordinating stakeholders, de-escalating concerns, documenting outcomes, and ensuring timely closure.

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Review and analyze application data and supporting documentation to ensure consistency, completeness, and compliance; independently clear complex stipulations/conditions; and resolve documentation exceptions (e.g., contract discrepancies, payoff variances, proof-of-income anomalies, insurance/registration requirements). Perform required research and validations and complete accurate system updates with a focus on audit readiness and record retention standards.

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Obtain, validate, and track required Department of Motor Vehicles (DMV) documentation, when needed, to ensure lien perfection and proper recording of the credit union’s interest in collateral; provide guidance on complex title scenarios (e.g., out-of-state titles, dealer payoffs, lien releases, registration holds, and corrections).

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Partner with peers and cross-functional teams (e.g., branches, Member Service, Vehicle Services, Dealer Relationship Managers, and back-office areas) to resolve escalations, clear complex conditions, and coordinate efficient handoffs that prevent delays and reduce rework. Act as a point of contact for higher-complexity files and assist with training and knowledge transfer as needed.

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Perform advanced post-preparation quality control by auditing executed loan documents and operational reports to verify signatures, dates, required disclosures, document indexing/filing, and procedural compliance. Lead remediation on identified discrepancies (e.g., documentation corrections and dealer follow-up), document resolution, and escalate material exceptions, control breakdowns, or potential loss exposure in accordance with guidelines.

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Maintain expert working knowledge of Golden 1 lending policies, procedures, and systems; apply them to complex scenarios to support consistent decisioning support, accurate document preparation, and compliant loan fulfillment. Provide guidance to teammates on policy interpretation and documentation standards within established parameters.

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Provide operational support through professional email and Teams chat correspondence; respond to dealership and Dealer Relationship Manager inquiries; serve as a resource for escalated calls and time-sensitive funding issues; and complete audits or targeted reviews as assigned. Assist with onboarding/training support by sharing best practices and answering procedure questions.

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Identify and assess red flags and mitigate potential fraud, suspicious activity, and identity theft by applying established controls and enhanced scrutiny for higher-risk scenarios; document findings thoroughly; and lead timely escalation and coordination with appropriate partners in accordance with policy.

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Conduct member interviews as needed; perform financial calculations and proof-of-income analysis (including more complex income types and stipulations); obtain and validate information required to satisfy loan conditions; and confirm readiness for funding in accordance with credit union requirements. Provide coaching/feedback to peers on documentation quality and stipulation clearing approaches.

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Prepare and quality-check loan documents for member signature; ensure complex documentation packages are complete and compliant; monitor receipt of executed documents; clear outstanding conditions; and coordinate approved loans for disbursement while ensuring file completeness and audit readiness. Resolve document defects and coordinate corrections with dealers and internal partners.

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Use sound judgment and critical thinking to independently resolve non-routine exceptions within established authority, determine appropriate escalation paths for policy or risk issues, and drive solutions that balance compliance, risk mitigation, and funding timeliness. Model best practices and support team capability through knowledge sharing.

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Manage shared work queues (e.g., Outlook email and Teams chat) by monitoring for new requests, prioritizing by funding deadlines, complexity, and risk, responding within established service levels, and coordinating real-time handoffs with teammates to prevent delays and reduce rework. Provide triage support and guidance on prioritization for the team during peak volumes or time-sensitive funding events.

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Participate effectively in video conferencing, trainings, and team meetings; communicate status, risks, and handoffs clearly in a virtual and/or hybrid work environment; and share expertise through knowledge transfer, peer coaching, and participation in huddles or targeted training sessions as needed.

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Perform other related duties as assigned, consistent with the scope of the role.

QUALIFICATIONS

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H.S. Diploma or General Education Degree (GED) required or

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Additional work experience may be considered in lieu of a High School diploma

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Associate’s Degree preferred

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5+ years in a fast-paced lending or work environment with high loan processing volume with demonstrated ability to independently manage complex loan files, resolve escalations, and consistently meet quality, compliance, and productivity standards in a high-volume environment. required

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Current knowledge of all Golden 1 products and services, policies and procedures, and regulatory requirements, including the methods and principles of sound business practices.

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Some credit analyses and underwriting experience.

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Some skills testing related to product knowledge.

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Knowledge of intranet/internet.

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Strong oral and written communication skills.

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Bilingual skills a plus

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None required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

All levels of management and staff

EXTERNAL:

Members, vendors, peers in financial institutions, community associations and credit union associations

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.