Mgr - Direct Lending Fulfillment and Service Delivery

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

THE DETAILS

Job Code:

12142

Grade:

26S

Status:

Exempt

POSITION AND PURPOSE

The Manager, Direct Lending Fulfillment & Service Delivery provides leadership and oversight for Direct Lending fulfillment operations, including final loan audit, funding, loan booking validation, branch and Member Service Contact Center lending support, operational escalations, and partner service delivery. The position is accountable for accurate and timely execution, fulfillment quality, regulatory and policy compliance, operational controls, service-level performance, and an exceptional member and internal partner experience.

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 are an experienced consumer lending leader who combines strong operational judgment with a commitment to quality, compliance, service, and team development. You build trusted partnerships, create clear accountability, and guide teams through changing priorities while maintaining a strong member and internal partner experience.

THE WORK

•

The Manager, Direct Lending Fulfillment & Partner Services leads Direct Lending fulfillment operations, including final loan audit, funding, booking validation, branch and MSCC lending support, operational escalations, and partner service delivery. The role is accountable for fulfillment quality, timely execution, regulatory and policy compliance, operational controls, service-level performance, and the development of specialized teams supporting the final stages of the consumer lending lifecycle.

This position partners with Consumer Lending leadership, Product Management, Compliance, Retail Leadership, Loan Servicing, Collections, Fraud Prevention, Operations, and other business units to advance organizational priorities, process improvements, technology implementations, and operational excellence.

•

Fulfillment Operations Leadership

• Lead Direct Lending fulfillment functions, including final loan audit, funding, loan booking validation, and operational quality review.
• Ensure loans are funded accurately and timely in accordance with Credit Union policies, procedures, service levels, and applicable regulatory requirements.
• Monitor funding turnaround times, quality results, production trends, service levels, and operational risks; establish priorities and align resources with changing loan volume and business demand.

•

Audit and Funding Oversight

• Lead Funding Specialists responsible for final loan audits, loan funding, vesting verification, collateral validation, contract accuracy review, funding exception resolution, and documentation compliance.
• Oversee fulfillment activities for credit cards, secured credit cards, personal loans, personal lines of credit, direct vehicle loans, RV loans, and powersports loans.
• Ensure loan files are complete, accurate, compliant, and ready for funding and booking.

•

Branch and MSCC Partner Support

• Lead branch vehicle loan support and MSCC lending support functions, including ServiceNow escalations, funding requests, support chat coverage, complex lending inquiries, operational guidance, and same-day funding support.
• Establish service standards, coverage expectations, and accountability measures that deliver timely and consultative support to frontline employees and internal partners.

•

Escalation Governance and Service Delivery

• Serve as the operational owner for consumer lending escalations and maintain structured intake, routing, resolution, communication, and reporting practices.
• Monitor escalation volumes, root causes, service-level performance, resolution timeframes, service trends, and operational risks; partner with business units to improve outcomes and the member experience.

•

Business Partner Relationship Management

• Develop collaborative partnerships with Retail Branches, MSCC, Loan Servicing, Collections, Fraud Prevention, Compliance, Consumer Lending leadership, and operational support teams.
• Act as a trusted operational advisor regarding lending processes, funding requirements, escalation resolution, and service delivery expectations.

•

Quality Assurance and Risk Management

• Maintain compliance with applicable laws and regulations, including BSA/AML, OFAC, ECOA, Fair Lending, and UDAAP, as well as Credit Union policies, procedures, and operational controls.
• Identify operational risks, implement corrective actions, support audits, monitor quality trends, and maintain audit readiness.

•

Employee Leadership and Development

• Lead, coach, and develop fulfillment, funding, and support teams; conduct performance evaluations and developmental coaching.
• Support career development and succession planning while building a culture of accountability, partnership, quality, engagement, and service excellence.

•

Continuous Improvement and Strategic Initiatives

• Lead process improvements focused on quality, efficiency, scalability, service, automation, and operational optimization.
• Participate in user acceptance testing and support implementation of new products, services, campaigns, technologies, and workflow changes.
• Partner with leadership on strategic initiatives affecting the consumer lending lifecycle.

•

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 business administration, finance, management, or a related field required

•

Equivalent relevant experience may be considered.

•

7+ years of consumer lending experience and five years of leadership experience required

•

Experience leading regulated financial services operations and managing service levels, quality standards, productivity goals, and high-performing teams required

•

Direct lending operations, funding and fulfillment management, branch or contact center support, workforce planning, process improvement, automation, and vendor or partner relationship management experience preferred

•

Advanced knowledge of consumer lending operations, loan documentation, processing, funding, fulfillment, compliance, risk management, and operational controls.

•

Demonstrated operational leadership, strategic planning, workforce management, change leadership, and process optimization skills.

•

Strong relationship management, collaboration, influencing, escalation management, service delivery, and stakeholder communication skills.

•

Ability to interpret performance and quality trends, identify risk, establish priorities, and make sound decisions in a fast-paced regulated environment.

•

Demonstrated coaching, performance management, team-building, employee engagement, and succession-planning capabilities.

•

Proficiency with standard business software, lending systems, workflow tools, reporting, and data analysis.

•

None required

•

Drives for Results - Ensures team meets goals 

•

Collaborates Across Teams - Promotes inclusion and teamwork 

•

Builds Trust and Credibility - Earns confidence through integrity

•

Develops Others Through Feedback - Supports employee growth 

•

Takes Initiative - Owns outcomes

•

Builds Strategic Partnerships - Connects across functions

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

Retail Branches; Member Service Contact Center; Loan Servicing; Collections; Fraud Prevention; Compliance; Product Management; Consumer Lending leadership; Operations; and other support teams.

EXTERNAL:

Consumer lending technology, service, and business partners, as assigned.

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: