Mgr - Auto Loan Servicing

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

THE DETAILS

Job Code:

12130

Grade:

26S

Status:

Exempt

POSITION AND PURPOSE

The Manager - Auto Loan Servicing plans, organizes, and directs auto loan servicing functions and staff. The role provides oversight of vehicle title servicing, payoff processing, insurance servicing, ancillary product servicing and refunds, repossessed vehicle title management, and related vendor relationships. The manager establishes controls, monitors performance, and leads process improvements to support accurate, timely, and compliant servicing. The role also supports out-of-state lending expansion, new auto servicing responsibilities, and third-party auto refinance servicing partnerships.

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 lead auto loan servicing operations by establishing clear ownership, service expectations, controls, and accountability across vehicle-related servicing functions.

You are a practical operations leader who develops teams, uses performance data to address risk and service gaps, and implements processes that can support portfolio growth and geographic expansion.

You partner across Lending, Collections, Member Care, Compliance, Risk, Accounting, Technology, and Vendor Management to deliver consistent auto servicing outcomes for members and the credit union.

THE WORK

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Plan, organize, and direct auto loan servicing operations, including vehicle title perfection and release, payoff processing, insurance servicing, ancillary product servicing and refunds, and title management for repossessed vehicles.

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Lead supervisors and team members by setting priorities, monitoring performance, balancing workloads, providing feedback, and supporting employee development and succession readiness.

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Establish and maintain service standards, operating procedures, quality controls, and performance measures that support accuracy, timeliness, regulatory compliance, and consistent member experience.

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Promote employee engagement by creating an environment of trust, communication, recognition, and professional growth that enables individuals and teams to perform at their highest level.

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Build organizational capability through talent development, leadership coaching, and engagement strategies that strengthen team effectiveness and long-term departmental performance.

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Lead auto loan servicing projects and process improvements by defining requirements, supporting implementation and testing, and ensuring processes are scalable, controlled, and operating as intended.

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Lead servicing support for out-of-state lending and national expansion, including development of procedures, controls, agency and vendor relationships, and operational readiness for new jurisdictions.

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Manage third-party auto refinance servicing partnerships and vehicle-related vendors by monitoring service levels, risk, audit results, contract requirements, and issue resolution.

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Partner with internal business areas to maintain ancillary products and insurance-related services, including GAP, debt protection, mechanical repair coverage, and other applicable products.

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Investigate and resolve escalated member concerns and complaints related to auto loan servicing; identify root causes and implement corrective actions when needed.

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Monitor state and federal regulatory requirements affecting auto loan servicing and advise management of operational changes needed to address compliance or risk.

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Develop, test, implement, and document process controls that mitigate operational and compliance risk within the credit union's risk appetite.

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Participate in financial planning, manage expenses against budget, and explain material variances.

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Maintain applicable business continuity plans and operational readiness for assigned functions.

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Perform other assignments and duties as assigned.

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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

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

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6+ years of progressively responsible management and supervisory experience within a credit union or financial institution, including oversight of loan servicing or operational teams required

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Experience with auto loan servicing, vehicle title operations, insurance servicing, vendor management, or multi-state servicing is preferred

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Knowledge of auto loan servicing, vehicle title administration, payoff processing, insurance servicing, and ancillary product servicing.

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Knowledge of applicable consumer lending, servicing, compliance, and operational risk requirements.

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Ability to analyze performance, identify risk and service gaps, and implement effective controls and process improvements.

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Demonstrated leadership, decision-making, communication, and employee development skills.

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Ability to lead projects, document requirements and procedures, and manage change across business areas.

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Ability to manage vendor relationships, service expectations, audit findings, and issue resolution.

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Ability to write reports, business correspondence, and procedure manuals.

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None required

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Drives for Results - Ensures team meets goals 

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Collaborates Across Teams - Promotes inclusion and teamwork 

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Builds Trust and Credibility - Earns confidence through integrity

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Develops Others Through Feedback - Supports employee growth 

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Takes Initiative - Owns outcomes

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Builds Strategic Partnerships - Connects across functions

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

All levels of staff, including Consumer Lending, Collections, Member Care, Compliance, Risk Management, Legal, Accounting, Technology, Project Management, and Vendor Management.

EXTERNAL:

Members, vehicle agencies, insurance and ancillary product providers, auto refinance and servicing partners, vendors, suppliers, government agencies, industry associations, and peers at 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

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.