Supervisor - Direct Loan Processing

JOB TITLE: Supervisor – Direct Loan Processor 

DEPARTMENT: Consumer Direct Lending Ops

STATUS: Exempt

JOB CODE: 5045

PAY RANGE: $83,900.00 - $88,000.00 Annually

GENERAL DESCRIPTION:

Lead, direct and supervise Consumer Direct Loan Operations staff while motivating them to meet Golden 1 Credit Union’s strategic goals. Assists the Department Manager with all aspects of department operations and performance and provide back-up support for other lending areas as needed. Maintain and strengthen relationships with members, branch staff and management, and auto dealership personnel by fostering an understanding of the credit union’s underwriting standards and philosophy. Maintain a thorough understanding of the credit union’s consumer lending policies, credit culture, and economic market conditions. Demonstrates strong leadership and critical thinking abilities.

TASKS, DUTIES, FUNCTIONS:

1. Performs quality control and risk assessments as required to maintain operational and credit risk management controls.
2. Administer, process, and maintain staff payroll, scheduling, personnel reports and performance appraisals, management analysis and summary reports.
3. Ensure superior service to all credit union staff, external business partners, and members of Golden 1 Credit Union by continually reinforcing the importance of exceeding member expectations. Establish processes to effectively monitor the service provided to members and business partners and implement improvements as necessary.
4. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
5. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision, and core values.
6. Ensure effective cross collaboration and teamwork with all internal departments and external groups.
7. Maintain strong working knowledge of employee roles and responsibilities in order to serve as an effective leader, role model, and coach.
8. Proactively develop and nurture business relationships that are mutually beneficial.
9. Direct and/or counsel department staff in conjunction with their job duties and knowledge of Credit Union policies and procedures.  Measure and assess performance and service, as well as staff performance relative to adherence with the Credit Union’s stated credit culture.
10. Recommend and develop enhancements to business models to meet strategic goals.
11. Train department staff on effective fraud detection and prevention techniques to ensure financial stability in our consumer loan portfolio.
12. Responsible for receiving and initiating escalated phone inquiries and must communicate and interact with originator and external business partners to provide information or reasoning regarding loan decisions.
13. Effectively address and resolve all complaints or issues raised by members, internal staff, and business partners.
14. Gather information, perform analysis, and prepare reports as directed by management.
15. Oversee training of lending personnel regarding lending policies, process, or procedures, and administering lending promotional campaigns.
16. Make recommendations and assist with updating product, policy and procedure materials pertaining to consumer lending.
17. Assist in the preparation of training and/or lending presentations.
18. Oversee upgrade validations pertaining to lending systems. Understand the use of the automated loan origination system and recommend efficiency improvements.
19. Perform other duties as assigned.
20. 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.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Effective oral and written communication skills are required to interact with staff and members and to perform constructive follow up on member loan requests, inquiries, and concerns
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone.

3. Ability to work required hours which may include weekend shifts and work hours after 6:00 pm.

3. Some travel may be required.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: Credit union management and all levels of staff.
2. EXTERNAL: Members, peers at other financial institutions, vendors, and auto dealerships.

QUALIFICATIONS:

1. EDUCATION: Bachelor’s degree or equivalent work experience required.
2. EXPERIENCE: 7+ years in consumer lending, in a judgmental lending environment where LOS is used as a guide to make decisions.
3. KNOWLEDGE/SKILLS:

1. • • Strong analytical, organizational skills and attention to detail. Ability to calculate figures and amounts.

• Ability to use logical reasoning when interpreting facts and make objective observations, examinations, evaluations, decisions, and recommendations.
• Remain knowledgeable on key trends in the financial services industry that impact loan quality and underwriting.
• Solid interpersonal, oral, and written communication skills to build and maintain professional relationships with originator and members.
• Good leadership abilities.
• Knowledge of consumer loan underwriting, credit analysis and reporting.
• Comprehensive understanding of both direct and indirect credit union lending policies.
• Ability to sell and promote product lines, and back up lending decisions in a way that enhance originator relationships.
• Time and queue management skills to effectively prioritize multiple objectives.
• Intricate understanding of regional lending market conditions and collateral values.
• Understand the use of the automated loan origination system. Operate on standard Microsoft programs and other computer operations.
• Stay up to date on changes within the department, organization, industry, and current market conditions.
• Must work well in a fast paced and flexible production-oriented department.
• Analytical skills to include reviewing and understanding complex paystub and personal and corporate tax return documents.

PHYSICAL REQUIREMENTS:

1. 1. Prolonged sitting throughout the workday with occasional mobility required.
   2. Corrected vision within the normal range.
   3. Hearing within normal range. A device to enhance hearing will be provided if needed.
   4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
   5. Must be flexible with scheduling, including evenings, weekends, and holidays.

LICENSES/CERTIFICATIONS: None

#LI-Hybrid

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE.  HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 5.2.2025