Supervisor Consumer Lending Operations

The Supervisor Consumer Lending Operations is responsible for managing, directing, and coordinating the daily activities of the Consumer Lending Operations team comprising all or a combination of Consumer Loan Processors, Consumer Loan Funders, or Consumer Loan Underwriters. This position will develop and implement sales strategies for increasing the consumer lending business of the credit union by developing and maintaining relationships with dealers, FinTechs, internal, and external resources.   The Supervisor is responsible for the execution of all phases of the consumer loan origination process (all channels), sales process, including establishing an effective sales plan, execution of that plan, assisting with the internal cross-selling program, maintaining member and vendor partner SLAs, training of staff, identifying opportunities for expanding and improving the consumer lending business of the credit union, guiding the team in making informed decisions, ensuring accuracy and adherence with Tower underwriting guidelines, and regulatory requirements.

This role is responsible for the quality of loan file submissions by Consumer Loan Processors and Consumer Loan Funders, pipeline management and the accuracy of funded loan files for compliance with the Truth in Lending Act, all federal and state regulations and Tower policies, procedures, and guidelines.

Manages and mentors the Consumer Lending Operations Teams to ensure they are highly trained and motivated to originate and submit high quality loan files for processing and underwriting, to ensure high performance and professional standards.  

Manages the Consumer Lending Operations underwriting, processing, and funding pipelines by monitoring/measuring workload and capacity, quality of output, quantity of output, compliance with all regulatory compliance requirements and the overall performance of each individual.  Develops, implements and maintains underwriting, processing, and funding procedures and guidelines for consumer loans.

Identifies, develops and implements strategies, in conjunction with the Consumer Lending Leadership team for Consumer Lending Operations objectives, focusing on high growth opportunities, high accuracy, increased efficiency to improve the member experience, and potential for the Consumer Lending business channel.

Responsible for implementing effective sales management practices including establishing goals, measuring progress towards these goals, consistently relaying results to the Consumer Lending Operations team via monthly meetings.

Develops, implements and maintains, in conjunction with the Consumer Lending Leadership team, a consumer lending program. Communicates and coordinates Tower marketing efforts to the Consumer Lending Operations team and other impacted areas of the credit union.

Establishes, maintains, and strengthens internal and external relationships with Dealers, Vendors, and Resources in order to sustain and grow a successful consumer lending business for the credit union.

Creates and conducts meetings with branches, other internal departments, and Consumer Lending Operations to educate them about the benefits of Tower products, consumer loan system updates, up to and including updates to guidelines or procedure.

Instructs, trains, and mentors Consumer Loan Funders, Processors, and Underwriters, in their daily duties and responsibilities.  Develops and coordinates training materials and programs to address skill gaps and improve team performance. 

Conducts regular team meetings and trainings to ensure they are up to date with the latest industry standards, regulatory requirements, and company policies/procedures/guidelines.

Works with the Consumer Lending Quality Assurance and Compliance team regarding the quality of loan file submissions, in order to ensure underwriting standards and compliance requirements are consistently and effectively applied to minimize risk to the credit union.

Works with the Consumer Lending Operations team on analyzing and solving situations that may arise during the origination, processing, underwriting and closing of any consumer lending loans.

Actively participates in the hiring process for Consumer Loan Operations team and is responsible for directing, motivating, and evaluating the individuals on the team.

Manages the performance management processes, including setting goals, conducting performance reviews and providing feedback. Identifies and addresses performance issues; providing coaching and development plans as needed. If necessary, takes appropriate disciplinary action in regarding performance expectations to achieve and maintain departmental and credit union goals as well as a motivated and productive working environment.

Resolves, escalates or remedies all service issues in a timely professional manner.  Evaluates and approves complex consumer loan applications, including loan appeals to the Loan Review Committee, BOD and Tower employee applications. Analyzes financial data, credit reports, appraisals, and other relevant documents in order to assess borrower risk. Ensures the underwriting team maintains a balanced outlook on their decisioning process to meet an acceptable delinquency rating as well as keeping a balanced portfolio aligned with company risk appetite, lending standards, and maintains our ability to continue to lend.  

Maintains a positive work environment by developing helpful relationships with additional stakeholders including but not limited Managers, Supervisors, Processors, Underwriters, Funders, Loan Servicing, Collections, and Senior Management.

Creates, updates, and maintains written procedures for the Consumer Lending Operations team workflow within the Consumer Lending Department, and provides necessary training, coaching and procedural reviews for the team.

Recommends, on an as needed basis, new product suggestions to allow the credit union to remain competitive in the consumer lending markets.

Recommends, on an as-needed basis, new product suggestions to allow the credit union to remain competitive in consumer lending markets.

Monitors and analyzes incomplete, withdrawn and cancelled applications and other lost business opportunities in order to identify process, product weaknesses, and confirm Reg B compliance.

Maintains a thorough knowledge of all Tower   product guidelines, policies and procedures, as well as all state and federal regulatory requirements to include but not limited to the CFPB (Consumer Financial Protection Bureau), Dodd-Frank Act, and Tower loan policy and guidelines.

Accesses Member personnel and financial information, only as required by the job.  Maintains confidentiality and security of all Member information.

Performs other duties and assignments as requested by the Vice President of Consumer Lending or AVP of Consumer Lending Operations.

Bachelor’s degree in finance or business management or related field

Three years’ experience in consumer lending or in the financial institution industry.

Two years’ experience in a supervisor/lead capacity.

OR Equivalent combination of education and experience.

Has a thorough understanding of consumer loan underwriting, processing and computer systems.

Has a thorough knowledge of consumer loan product parameters and underwriting guidelines.

Successful completion of courses or seminars related to consumer lending processes.

Has a thorough knowledge of investor guidelines and regulatory requirements at the state and federal level.

Ability to effectively work with mathematical concepts with a high degree of accuracy.

Ability to become proficient in the front and back-end processing systems of the Consumer Lending Department.

Ability to effectively communicate, both orally and written, with groups of members, organizations and staff members.

Ability to communicate verbally, either independently or with minimal supervision

Ability to manage confidential and sensitive data

Ability to perform oral presentations to members and external organizations.

Ability to read, analyze and accurately interpret and apply policies, procedures, data and instructions related to the consumer loan origination process.

Ability to convey work process issues to other members of the Consumer Lending Department and front-line staff of the credit union.

Ability to write operational reports, business correspondence and recommendations.

Ability to work independently and as a team member in resolving processing problems.

Ability to effectively analyze, exercise sound judgment and demonstrate discretion in resolving problems.

Ability to adapt to changes of work responsibilities regardless of whether the change is driven by external or internal conditions.

Ability to identify emerging issues in the consumer lending process, markets and Ability to consistently apply excellent short and long-term planning skills.

Ability to effectively organize files and reports, and to exercise prudent judgment and protection of member confidential information.

Ability to work on diverse work assignments and meet established deadlines.

Ability to work effectively under stress and arrive at work routinely and promptly.

Ability to perform in a multi-tasked environment with excellent skills in prioritizing tasks.

Ability to present a professional image to groups of members, organizations and staff.

Ability to work the hours needed, which may extend beyond the defined work schedule when operating conditions dictate.

Ability to lift 15 lbs., with or without assistance, in compliance with ADA.