Direct Loan Processor III

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

THE DETAILS

Job Code:

1823

Grade:

17H

Status:

Non-exempt

POSITION AND PURPOSE

The Direct Loan Processor III at Golden 1 Credit Union is a senior-level position responsible for end-to-end processing, review, and funding of consumer loan products delivered through multiple channels. This role serves as a subject matter expert, resolving complex, high-risk, and time-sensitive issues while maintaining strict adherence to credit union policies, service standards, and all regulatory requirements. The Direct Loan Processor III independently researches and analyzes exceptions and escalations, determining appropriate solutions to safeguard loan quality, manage operational risk, and ensure timely funding. Additionally, this position provides back-up support to Direct Loan Processor I and II team members, ensuring continuity of service and consistent application of procedures across the department.

The incumbent manages a high volume of inbound and outbound consumer lending calls and loan cases, simultaneously maintaining ownership of multiple active loan files from intake through documentation, condition clearing, and funding readiness. In this role, you apply advanced critical thinking and sound judgment to interpret policies, identify root causes, and recommend or implement solutions for non-routine scenarios, including documentation deficiencies, funding exceptions, titling/lien discrepancies, and potential fraud or identity concerns. You also provide real-time guidance to frontline staff to support accurate member communication, consistent quality, and timely completion of work in a fast-paced environment.

As a Direct 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 and elevate 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 consumer loan files from application through funding, ensuring accuracy, compliance, and timely execution while resolving escalations and non-routine issues.

You are a trusted subject matter expert with advanced lending knowledge and strong judgment, recognized for navigating complex scenarios, guiding others, and maintaining high standards of quality, risk management, and regulatory compliance.

You lead through influence by coaching peers, supporting daily operations, and identifying trends and improvement opportunities that strengthen processes, reduce risk, and enhance the member and partner experience.

THE WORK

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Maintain advanced working knowledge of applicable state and federal laws and regulations impacting consumer lending and credit union compliance (including BSA/AML requirements as applicable), and apply requirements to complex, exception-based scenarios; identify potential compliance gaps and escalate as needed.

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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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Manage a high volume of inbound and outbound loan-related calls effectively while simultaneously managing a high volume of loan applications, prioritizing workload to meet strict turnaround times and service level expectations.

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

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Serves as an escalation point for complex loan scenarios, branch escalations, or policy and procedure interpretations.

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Supports leadership by assisting with the review, maintenance, and accuracy of job aids, procedures, and operational guidelines.

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Actively supports the team by responding to questions and providing real-time guidance through internal chat channels, serving as a trusted subject matter resource for all direct lending processes, policies, and funding requirements.

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Assist team members with complex loan scenarios, documentation discrepancies, and procedural interpretation to ensure accuracy, compliance, and timely funding.

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Proactively provides actionable feedback and recommendations to leadership aimed at enhancing efficiency, quality, compliance, and overall team and member experience.

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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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Foster a positive work environment by actively listening to and responding to members and co-worker needs with a courteous and helpful attitude.

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Analyze loan file data, member documentation, and system records to research issues, validate conditions, and resolve exceptions; compile and retain complete, audit-ready documentation, and prepare accurate loan documents with minimal errors.

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Obtain and verify required Department of Motor Vehicles (DMV) documentation to properly record the credit union's lien on loan collateral.

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Collaborate and work closely with peers across different departments to carry out key steps in the loan application process and ensure member needs are met.

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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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Ability to identify root causes of operational issues (including recurring documentation defects and funding issues), 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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Audit and validate operational and funding documentation (including executed loan documents and supporting reports) to confirm procedural compliance, accuracy, and authenticity; identify defects, initiate corrective action, and document findings to reduce repeat errors and support internal/external audit readiness.

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Independently identify, investigate, and resolve complex member escalations and service failures using sound judgment and documented research; coordinate with internal partners to implement corrective action, communicate outcomes, and escalate high-risk issues (e.g., fraud indicators, regulatory concerns, reputational risk) to leadership.

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Educate, direct, and provide ongoing guidance to frontline staff on Golden 1 lending operations policies and procedures, including clarifying exceptions, reinforcing documentation standards, and sharing timely process updates to promote consistent, compliant execution.

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Maintain ownership of a portfolio of approximately 40 to 50 active applications at one time (typically at least 75% vehicle loan applications), proactively prioritizing work to meet service levels and funding timelines; perform detailed follow-up, condition clearing, and exception resolution to move files to funding readiness.

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Participate in all department functions to help achieve objectives.

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Serve as queue captain by monitoring real-time workload volumes, balancing coverage, and coordinating priorities across the team to meet service level and funding expectations; communicate emerging issues, trends, capacity constraints, and urgent member needs to leadership; recommend workflow adjustments and support consistent execution across channels.

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Conduct supportive tasks including email correspondence, answering Teams chat queries, conducting consumer loan fulfillment audits, providing assistance for escalated calls and branch emails.

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Identify and mitigate potential fraud, suspicious activity, and identity theft by recognizing red flags, performing enhanced due diligence as appropriate, documenting research and actions taken, and escalating concerns in accordance with established risk and compliance procedures.

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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 members and branch staff.

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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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Provide effective oral and written communication skills to aid other employees and proactively follow up on member inquiries and concerns via Web Messaging or phone taking care to ensure proper grammar and a professional tone.

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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

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AA degree or some college preferred

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5+ years experience working as a Direct Loan Processor Specialist II preferred

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Strong multitasking skills with excellent mindfulness and accuracy.

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Exceptional verbal and written communication skills, including the ability to articulate technical information in a clear and concise manner.

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Strong knowledge retention and recall abilities to provide quick and accurate information to callers.

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Ability to handle pressure and remain calm in challenging situations with frustrated callers.

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Fast and efficient workstyle to accommodate high volume of calls while maintaining high quality customer support.

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Empathetic and friendly approach to gain members’ trust and establish positive rapport.

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Knowledge of DMV titling and lien filing is a plus.

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Familiarity with Microsoft Office programs.

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Ability to recognize fraud and identity-theft red flags and follow escalation procedures.

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Initiative-taking individual with a can-do attitude and a willingness to take on any task required to meet or exceed team goals and objectives.

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A collaborator with exceptional member service skills and a commitment to providing a positive experience for Golden 1 members.

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Knowledge of auto loans, and personal loans is a plus.

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The successful candidate has experience working in a high-volume call center environment with a proven track record of meeting established productivity and quality standards.

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Must be able to work weekends and evening schedules.

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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:

Managers, Supervisors, branch staff, MSCC, Vehicle Services, back-office staff, peers, and all levels of leadership.

EXTERNAL:

Members, dealerships, and finance companies.

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.