Sup - Consumer Loan Servicing

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

THE DETAILS

Job Code:

5005

Grade:

23S

Status:

Exempt

POSITION AND PURPOSE

As a Supervisor, Consumer Loan Servicing, you are responsible for leading and executing loan servicing operations to ensure high standards of service, operational efficiency, quality, and regulatory compliance. This role oversees daily servicing activities, drives performance outcomes, and supports strategic initiatives that enhance processes and the member experience. You serve as a people and process leader, accountable for workflow execution, operational controls, and team performance across specialized servicing functions, including consumer loan servicing and credit bureau reporting. This role partners cross-functionally to streamline operations, implement improvements, and strengthen service delivery. You apply sound judgment, critical thinking, and strong leadership to drive continuous improvement, manage risk, and deliver consistent, high-quality outcomes in a fast-paced environment. Success in this role is defined by building high-performing teams, owning risk, executing efficient processes, and fostering strong peer and business partner relationships.

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 take ownership of outcomes, leading with accountability, urgency, and a commitment to delivering consistent, high-quality results in both people and operational performance.

You are a strong, people-focused leader who builds trust, develops talent, and drives engagement while holding yourself and others accountable to high standards of performance and service.

You proactively lead through change, solve complex problems, and drive continuous improvement by balancing operational execution, risk awareness, and member impact.

THE WORK

•

Leadership & Team Performance

• Lead, support, coach, and develop staff to build a high-performing team focused on service excellence, accountability, quality, and continuous improvement.
• Foster a positive, inclusive, and engaging work environment by promoting skill development, coaching for improvement and growth, and reinforcing the Credit Union’s mission, vision, and core values.
• Lead department functions and performance by administering staff scheduling, payroll, personnel reporting, disciplinary actions, performance appraisals, and other people leadership responsibilities
• Foster strong communication, collaboration, and information sharing across team members, peers, and business partners.

•

Servicing Operations

• Oversee end-to-end consumer loan servicing operations, including loan maintenance, research, payoff processing, title and collateral management, and ancillary product servicing.
• Furnish accurate reporting and remain in compliance with credit bureau reporting including dispute and reject resolution, including member communication
• Lead servicing execution by managing workflow, monitoring pipeline activity, and ensuring timely, accurate completion of work aligned with service level expectations.
• Lead and monitor call service levels, call quality, and established performance metrics.
• Drive production and service-related goals by managing workflow, monitoring pipeline activity, eliminating bottlenecks, and ensuring excellent member experience.
• Review supporting documentation for accuracy, authenticity, and completeness and apply fraud detection, prevention, and reporting practices, as needed
• Monitor consumer loan portfolio rates and applicable system tables to ensure rate changes are implemented timely and accurately
• Oversee the accurate, timely, and compliant submission of consumer loan credit data to applicable credit reporting agencies and related vendors
• Perform vendor oversight and scoring
• Review and submit appropriate legal filings and coordinate follow-up activities, including engagement with internal and external legal partners, as needed.
• Perform additional duties as assigned in support of department and organizational

•

Risk, Compliance and Controls

• Monitor credit reporting exceptions, trends, and process effectiveness to reduce risk, improve accuracy, and protect both member experience and Credit Union
• Lead process documentation, control effectiveness, and staff readiness
• Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.
• Monitor, evaluate, and report risk associated with loan servicing operations, portfolio performance, process execution, and applicable market or operational conditions
• Proactively monitor operational performance, quality, and service levels and promptly communicate issues to management while driving timely resolution
• Ensure compliance with member complaint reporting, logging, resolution, and trending requirements, and support resolution of escalated member

•

Process improvement, projects and partnerships

• Review, analyze, evaluate, and enhance consumer loan servicing processes to improve scalability, efficiency, quality, service delivery, and compliance
• Develop, document, review, and update policies and procedures to ensure processes are clearly defined, well controlled, and effectively executed by staff
• Ensure system enhancements, vendor programs, and product updates are appropriately researched, tested, implemented, and monitored with member experience in mind
• Eliminate operational rework and exceptions through process review, root cause analysis, and continuous improvement efforts
• Support vendor oversight by monitoring service effectiveness, reviewing billing statements, and helping ensure strong third-party performance

•

Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

QUALIFICATIONS

•

Bachelor’s Degree in a related field or equivalent work experience is preferred

•

5+ years experience in consumer loans, commercial loans, and including detailed knowledge of credit bureau reporting preferred

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5+ years in leading and managing teams, with a focus on performance coaching and development preferred

•

Strong attention to detail and accuracy in data accuracy and reporting.

•

In-depth knowledge of credit bureau reporting requirements.

•

Strong negotiation, problem-solving and conflict resolution skills.

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Analytical ability to assess risk and financial data.

•

Strong understanding of loan servicing and loan payment processing

•

Excellent communication and interpersonal skills to foster collaboration across departments and with external partners.

•

Ability to multitask and manage time efficiently in a fast-paced environment.

•

Demonstrated ability to work well in a team-oriented environment.

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Strong analytical and problem-solving skills, with the ability to assess operational performance and implement improvements effectively.

•

Excellent oral, written, and interpersonal communication skills.

•

Familiarity with payment processing systems, General Ledger systems, and related technologies.

•

Proficient computer skills and software experience.

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Nationwide Mortgage Licensing System (NMLS) required

•

Accountable for Results - oversees daily performance 

•

Delivers results with agility - adjusts workflows quickly

•

Collaborates across Teams - encourages teamwork Builds trust and credibility - maintains fairness and reliability 

•

Develops others through feedback - coaches jr team members Solves problems proactively - removes barriers for success 

•

Communicates with clarity - provides clear direction

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

All levels of staff and management

EXTERNAL:

Members, vendors, legal counsel, suppliers, dealerships, government agencies, insurance companies, dealerships, and other financial institutions

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

Do you have the physical and mental ability to perform the tasks listed in this job description? 

[  ]  YES  [  ] NO

If NO, please explain: