Consumer Loan Servicing - Mgr - Auto Loan Servicing

Golden-1-Credit-Union; Manlove (CA); Hybrid; USD 125,000 - 135,000; Full time

Job summary

Golden 1 Credit Union in Sacramento, CA is seeking a Manager - Auto Loan Servicing to lead the auto loan servicing operations, ensuring accurate title processing, payoff handling, insurance servicing, and vendor management. The role emphasizes ownership, controls, and scalable processes to support portfolio growth.

You will work across Lending, Collections, Member Care, Compliance, Risk, Accounting, Technology, and Vendor Management to deliver consistent servicing outcomes for members and the

Qualifications

• Bachelor’s Degree in a related field or equivalent work experience.
• 6+ years of progressively responsible management and supervisory experience within a credit union or financial institution, including oversight of loan servicing or operational teams.
• Experience with auto loan servicing, vehicle title operations, insurance servicing, vendor management, or multi-state servicing is preferred.

Responsibilities

• Plan, organize, and direct auto loan servicing operations, including vehicle title perfection and release, payoff processing, insurance servicing, ancillary product servicing and refunds, and title management for repossessed vehicles.
• Lead supervisors and team members by setting priorities, monitoring performance, balancing workloads, providing feedback, and supporting employee development and succession readiness.
• Establish and maintain service standards, operating procedures, quality controls, and performance measures that support accuracy, timeliness, regulatory compliance, and consistent member experience.
• Promote employee engagement by creating an environment of trust, communication, recognition, and professional growth that enables individuals and teams to perform at their highest level.
• Build organizational capability through talent development, leadership coaching, and engagement strategies that strengthen team effectiveness and long-term departmental performance.
• Lead auto loan servicing projects and process improvements by defining requirements, supporting implementation and testing, and ensuring processes are scalable, controlled, and operating as intended.
• Lead servicing support for out-of-state lending and national expansion, including development of procedures, controls, agency and vendor relationships, and operational readiness for new jurisdictions.
• Manage third-party auto refinance servicing partnerships and vehicle-related vendors by monitoring service levels, risk, audit results, contract requirements, and issue resolution.
• Partner with internal business areas to maintain ancillary products and insurance-related services, including GAP, debt protection, mechanical repair coverage, and other applicable products.
• Investigate and resolve escalated member concerns and complaints related to auto loan servicing; identify root causes and implement corrective actions when needed.
• Monitor state and federal regulatory requirements affecting auto loan servicing and advise management of operational changes needed to address compliance or risk.
• Develop, test, implement, and document process controls that mitigate operational and compliance risk within the credit union's risk appetite.
• Participate in financial planning, manage expenses against budget, and explain material variances.
• Maintain applicable business continuity plans and operational readiness for assigned functions.
• Perform other assignments and duties as assigned.

Skills

Leadership

People management

Education

Bachelor’s Degree or equivalent

Job description

Job Title: Mgr - Auto Loan Servicing

Status: Exempt

Reports to: Sr Manager - Operations - Consumer Loan Servicing

Department: Consumer Loan Servicing

Job Code: 12130

Pay Range: $125,000.00 - $135,000.00 Annually

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 lead auto loan servicing operations by establishing clear ownership, service expectations, controls, and accountability across vehicle-related servicing functions. You are a practical operations leader who develops teams, uses performance data to address risk and service gaps, and implements processes that can support portfolio growth and geographic expansion. You partner across Lending, Collections, Member Care, Compliance, Risk, Accounting, Technology, and Vendor Management to deliver consistent auto servicing outcomes for members and the credit union.

WHAT YOU'LL DO:

• Plan, organize, and direct auto loan servicing operations, including vehicle title perfection and release, payoff processing, insurance servicing, ancillary product servicing and refunds, and title management for repossessed vehicles.
• Lead supervisors and team members by setting priorities, monitoring performance, balancing workloads, providing feedback, and supporting employee development and succession readiness.
• Establish and maintain service standards, operating procedures, quality controls, and performance measures that support accuracy, timeliness, regulatory compliance, and consistent member experience.
• Promote employee engagement by creating an environment of trust, communication, recognition, and professional growth that enables individuals and teams to perform at their highest level.
• Build organizational capability through talent development, leadership coaching, and engagement strategies that strengthen team effectiveness and long-term departmental performance.
• Lead auto loan servicing projects and process improvements by defining requirements, supporting implementation and testing, and ensuring processes are scalable, controlled, and operating as intended.
• Lead servicing support for out-of-state lending and national expansion, including development of procedures, controls, agency and vendor relationships, and operational readiness for new jurisdictions.
• Manage third-party auto refinance servicing partnerships and vehicle-related vendors by monitoring service levels, risk, audit results, contract requirements, and issue resolution.
• Partner with internal business areas to maintain ancillary products and insurance-related services, including GAP, debt protection, mechanical repair coverage, and other applicable products.
• Investigate and resolve escalated member concerns and complaints related to auto loan servicing; identify root causes and implement corrective actions when needed.
• Monitor state and federal regulatory requirements affecting auto loan servicing and advise management of operational changes needed to address compliance or risk.
• Develop, test, implement, and document process controls that mitigate operational and compliance risk within the credit union's risk appetite.
• Participate in financial planning, manage expenses against budget, and explain material variances.
• Maintain applicable business continuity plans and operational readiness for assigned functions.
• Perform other assignments and duties as assigned.

QUALIFICIATIONS AND PREFERENCES:

• Bachelor’s Degree in a related field or equivalent work experience required
• 6+ years of progressively responsible management and supervisory experience within a credit union or financial institution, including oversight of loan servicing or operational teams required
• Experience with auto loan servicing, vehicle title operations, insurance servicing, vendor management, or multi-state servicing is preferred

WHY JOIN US:

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

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.