Consumer Direct Lending Ops - Direct Lending Support Specialist

Golden 1 Credit Union; Sacramento (CA); Hybrid; USD 39,000 - 48,000; Full time

Job summary

Golden 1 Credit Union in Sacramento, CA is seeking a Direct Lending Support Specialist to handle advanced lending inquiries, troubleshoot complex cases, and guide frontline employees through lending requirements.

You will manage escalations from intake to resolution, coordinate same-day funding, and partner with Retail Branch and MSCC teams to ensure accurate, timely service while maintaining risk discipline.

Responsibilities

• The Lending Support Specialist performs all core processing functions, excluding dedicated member call-center queue responsibilities, and provides specialized support to Retail Branch and MSCC employees.
• Advanced Application Processing and Lending Support: perform full range of Processor I, II, and III processing functions including application review, document preparation, complex troubleshooting, escalation resolution, peer guidance, and fulfillment coordination.
• Retail Branch and MSCC Lending Support: serve as primary Direct Lending resource for Retail Branch and MSCC employees; provide real-time guidance through internal support channels; research and provide clear guidance to enable frontline staff; support complex scenarios involving documentation, application status, loan decisions, funding readiness, and handoffs.
• Escalation Ownership and Complex Issue Resolution: own assigned lending escalations from intake through resolution.

Job description

Job Title: Direct Lending Support Specialist

Status: Non-exempt

Reports to: Director - Consumer Lending

Department: Consumer Direct Lending Ops

Job Code: 12134

Pay Range: $28.00 - $35.00 Hourly

Location: Hybrid in Sacramento, CA

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 advanced lending professional who builds trusted partnerships, responds quickly, research thoroughly, and brings clarity to complex and time-sensitive lending situations. You can independently process and troubleshoot loans, interpret established requirements, manage multiple support requests and escalations from intake through resolution, and translate complex lending requirements into clear, practical guidance for frontline employees. You recognize recurring issues and opportunities that should be addressed through improved procedures, education, training, or knowledge content while maintaining strong quality, service, and risk discipline.

What You'll Do

• The Lending Support Specialist performs all core processing functions, excluding dedicated member call-center queue responsibilities, and provides specialized support to Retail Branch and MSCC employees. The role owns complex lending inquiries and escalations, internal support channels, urgent fulfillment and same-day funding coordination, partner education, and service-delivery support.
• Advanced Application Processing and Lending Support * Perform the full range of Processor I, Processor II, and Processor III processing functions, including application review, document preparation, complex troubleshooting, escalation resolution, peer guidance, and fulfillment coordination. * Process or support complex consumer lending transactions across unsecured, vehicle, RV, powersports, credit card, line-of-credit, dealer purchase, private-party, refinance, and other assigned products. * Review applications and supporting documentation for completeness, accuracy, compliance, and fulfillment readiness. * Provide advanced guidance regarding loan status, decisions, counteroffers, stipulations, documentation, collateral, title, payoff, insurance, vesting, signing, funding, booking, system workflows, and established next steps.
• Retail Branch and MSCC Lending Support * Serve as a primary Direct Lending resource for Retail Branch and MSCC employees seeking assistance with consumer lending transactions. * Provide real-time and consultative guidance through approved internal support channels, including structured requests and lending support chat. * Research application and transaction details and provide clear, actionable guidance that enables frontline employees to effectively assist members. * Support complex scenarios involving documentation, application status, loan decisions, signing, collateral requirements, funding readiness, booking, and operational handoffs. * Prioritize requests based on member impact, urgency, service commitments, and operational risk. * Communicate clear ownership, status, requirements, and next steps to internal partners. * Support first-contact resolution and help reduce unnecessary transfers, repeat contacts, rework, and avoidable handoffs.
• Escalation Ownership and Complex Issue Resolution * Own assigned lending escalations from intake through resolution or