Assistant Manager, Consumer Loans Processing

Navy Federal Credit Union; Winchester (VA); On-site; USD 130,000 - 180,000; Full time

Job summary

Navy Federal Credit Union is seeking a senior leader to plan, manage, and direct Consumer Lending Loan Processing operations. The role focuses on accuracy, timeliness, and a strong member experience while driving performance, staffing, and continuous process improvements.

Responsibilities include strategic planning, risk management, regulatory compliance, and collaboration with ISD on system enhancements. The position requires advanced leadership and analytics to optimize branch performance

Qualifications

• Significant experience leading a large lending processing operation and managing regulatory risk.
• Advanced knowledge of applicable federal and state laws, rules, and regulations.
• Experience delivering presentations to virtual and in-person teams.
• Ability to manage a remote distributed workforce across multiple locations and time zones.
• Strong analytical, forecasting, and operations research skills.

Responsibilities

• Develop branch strategy and set goals aligned with department objectives.
• Direct operations to meet targets, SLAs, and corporate goals.
• Ensure accurate funding and disclosures for loan originations with speed to market.
• Monitor promotions and compliance with laws and regulations.
• Collaborate with ISD and Lending Systems on software enhancements.
• Provide leadership on large strategic projects from inception through implementation.
• Oversee staff development, performance reviews, and budget input.
• Lead change management initiatives and continuous process improvement.

Skills

Leadership

Operations management

Regulatory knowledge

Performance analytics

Strategic planning

Team development

Communication skills

Cross-functional collaboration

Education

Bachelor's degree in Business Administration, Finance, or related field

Tools

Lending systems

SQL

Excel

Job description

Overview

Assist in planning, managing, and directing the operations of Consumer Lending Loan Processing to ensure consumer loans are processed accurately, timely, and efficiently while delivering a strong member experience. Provide leadership and support for daily operations, production performance, workload management, quality, employee development, and continuous process improvement. Leverage operational data, performance metrics, and trends to identify opportunities, support informed decision making, and improve operational effectiveness. Provide operational expertise and guidance on CLLP processes, systems, policies, and procedures. Support senior management in developing and executing strategic priorities, operational initiatives, and process improvements.

Responsibilities

• Develop branch strategy, establish priorities and set goals; evaluate and implement standards to ensure alignment with department/organizational objectives
• Manage and direct operations to ensure targets, service level agreements and corporate objectives are met
• Ensure funding and presentation of legal disclosures for consumer loan originations are processed with a high degree of accuracy while focusing on speed to market
• Monitor and ensure consumer promotional incentives are carried out in a timely and accurate manner
• Collaborate with Compliance to ensure the disbursement of funding and legal disclosures follow applicable federal, laws, rules and regulations
• Serve as liaison to internal/external auditors; review and implement recommended/approved procedural changes
• Monitor completion of quality control audits to ensure compliance with applicable federal and state laws, rules, regulations, and Navy Federal policies and procedures
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Assist with benchmarking and trend analysis to drive continuous improvement, elevate service performance, increase member experience quality, reduce losses, minimize financial risk, and maintain high operational efficiency
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Oversee the completion, evaluation, and submission of reports to senior management
• Maintain thorough knowledge of applicable federal and state laws, rules, regulations and Navy Federal policies and procedures
• Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
• Provide forward thinking expertise in current and emerging trends, technologies and practices
• Collaborate with ISD and Lending Systems regarding software enhancements to the application, processing and disbursement systems
• Assist with developing and implementing new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume or management request
• Provide overall leadership to large strategic projects and/or programs; ensure effective management of projects from inception through implementation
• Assist with applying change management principles and knowledge to conduct organizational assessments, develop strategies, change roadmaps and plans
• Assist with training and development programs for staff; evaluate training programs to ascertain effectiveness
• Perform supervisory/managerial responsibilities
  • Ensure adequate/skilled staffing; select employees
  • Establish performance goals and priorities
  • Prepare, conduct and review performance appraisals
  • Develop, mentor and counsel staff
  • Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
  • Ensure section/branch goals and objectives align with division/department strategy
  • Ensure efficiency of operations
• Perform other duties as assigned

Qualifications

• Significant progressively responsible experience in leading and managing a multi-functional, multi-location lending processing operation, including operational and regulatory risks and controls, preferably for a large financial services organization
• Advanced knowledge of applicable federal and state laws, rules, and regulations
• Advanced knowledge of banking/financial industry trends, products and services
• Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
• Significant experience working with all levels of staff, management, stakeholders, vendors
• Significant experience in delivering presentations to virtual and and in person teams
• Advanced skill leading with diplomacy and tact while maintaining appropriate assertiveness and persistence
• Advanced skill interacting with staff, management, vendors and members diplomatically and tactfully
• Advanced skill identifying and analyzing business requirements and recommending solutions
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced skill in producing desired results and achieving goals and objectives
• Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Advanced leadership skills, marked by poise, positive influence, and the ability to drive change
• Advanced analytical/quantitative, reconciliation and deductive reasoning skills
• Advanced skill developing and implementing programs in a leadership role
• Advanced skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely
• Advanced skill to effectively manage a remote distributed workforce across multiple locations and time zones
• Advanced verbal, interpersonal and written communication skills
• Advanced database, word processing, spreadsheet, and presentation software skills
• Bachelor's degree in Business Administration, Finance, or related field, or the equivalent combination of education, training, and experience

Desired Qualifications

• Advanced knowledge of Navy Federal's automated systems used in the Department
• Advanced knowledge of Navy Federal's functions, philosophy, operations and organizational objectives
• Master's degree in Business Administration, Finance, or related field

Hours:

• Monday - Friday, 8:00AM - 4:30PM

Location:

• 820 Follin Lane, Vienna, VA 22180
• 141 Security Drive, Winchester, VA 22602

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks. Our approach to careers is simple yet powerful: Make our mission your passion.* FORTUNE 100 Best Companies to Work For 2026* Yello and WayUp Top 100 Internship Programs 2025* Computerworld Best Places to Work in IT 2026* Most Loved Workplace - America's Top Most Loved Workplaces 2025* 2025 PEOPLE Companies That Care* Newsweek Most Trustworthy Companies in America 2026* Military Times 2025 Best for Vets Employers* Forbes 2026 America's Best Large Employers* Forbes 2025 America's Best Employers for New Grads* Forbes 2025 America's Best Employers for Tech Workers* 2025 RippleMatch Campus Forward Award Winner for Overall Excellence* Military.com Top Military Spouse Employers 2025* 2026 Handshake Early Talent Award* Newsweek America's Greatest Workplaces for Culture, Belonging and Community 2026From Fortune Magazine. 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [e-mail] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.