Consumer Loan Servicing - Sup - Consumer Loan Servicing

Golden 1 Credit Union; Sacramento (CA); Hybride; USD 94 000 - 95 000; Plein temps

Résumé du poste

Golden 1 Credit Union in Sacramento is seeking a Sup - Consumer Loan Servicing to lead the consumer loan servicing team in a hybrid work setting. You will own performance, coaching, and operational excellence to deliver consistent, high-quality member service.

Reporting to Senior Manager - Operations, you will oversee end-to-end servicing, risk controls, reporting accuracy, and process improvements while ensuring compliance and strong collaboration with partners and vendors.

Qualifications

• Bachelor’s degree or equivalent work experience preferred.
• 5+ years in consumer loans and credit bureau reporting knowledge preferred.
• 5+ years in leading and managing teams with performance coaching.

Responsabilités

• Lead, coach, and develop staff to build a high-performing team focused on service excellence and continuous improvement.
• Oversee end-to-end consumer loan servicing operations, including loan maintenance, payoff processing, and collateral management.
• Monitor risk, compliance, and controls; drive process improvements and ensure timely, accurate reporting and member experience.
• Manage workflow, service level expectations, and vendor oversight to ensure operational success.

Connaissances

Team Leadership

Performance Coaching

Stakeholder Communication

Formation

Bachelor’s Degree or equivalent

Description du poste

Job Title: Sup - Consumer Loan Servicing

Status: Exempt

Reports to: SrMgr - Operations - Consumer Loan Servicing

Department: Consumer Loan Servicing

Job Code: 5005

Pay Range: $93,730 - $94,500 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 take ownership of outcomes, leading with accountability, urgency, and a commitment to delivering consistent, high-quality results in both people and operational performance. You are a strong, people-focused leader who builds trust, develops talent, and drives engagement while holding yourself and others accountable to high standards of performance and service. You proactively lead through change, solve complex problems, and drive continuous improvement by balancing operational execution, risk awareness, and member impact.

What You'll Do

• Leadership & Team Performance * Lead, support, coach, and develop staff to build a high-performing team focused on service excellence, accountability, quality, and continuous improvement. * Foster a positive, inclusive, and engaging work environment by promoting skill development, coaching for improvement and growth, and reinforcing the Credit Union’s mission, vision, and core values. * Lead department functions and performance by administering staff scheduling, payroll, personnel reporting, disciplinary actions, performance appraisals, and other people leadership responsibilities * Foster strong communication, collaboration, and information sharing across team members, peers, and business partners.
• Servicing Operations * Oversee end-to-end consumer loan servicing operations, including loan maintenance, research, payoff processing, title and collateral management, and ancillary product servicing. * Furnish accurate reporting and remain in compliance with credit bureau reporting including dispute and reject resolution, including member communication * Lead servicing execution by managing workflow, monitoring pipeline activity, and ensuring timely, accurate completion of work aligned with service level expectations. * Lead and monitor call service levels, call quality, and established performance metrics. * Drive production and service-related goals by managing workflow, monitoring pipeline activity, eliminating bottlenecks, and ensuring excellent member experience. * Review supporting documentation for accuracy, authenticity, and completeness and apply fraud detection, prevention, and reporting practices, as needed * Monitor consumer loan portfolio rates and applicable system tables to ensure rate changes are implemented timely and accurately * Oversee the accurate, timely, and compliant submission of consumer loan credit data to applicable credit reporting agencies and related vendors * Perform vendor oversight and scoring * Review and submit appropriate legal filings and coordinate follow-up activities, including engagement with internal and external legal partners, as needed. * Perform additional duties as assigned in support of department and organizational
• Risk, Compliance and Controls * Monitor credit reporting exceptions, trends, and process effectiveness to reduce risk, improve accuracy, and protect both member experience and Credit Union * Lead process documentation, control effectiveness, and staff readiness * 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. * Monitor, evaluate, and report risk associated with loan servicing operations, portfolio performance, process execution, and applicable market or operational conditions * Proactively monitor operational performance, quality, and service levels and promptly communicate issues to management while driving timely resolution * Ensure compliance with member complaint reporting, logging, and resolution, and support resolution of escalated member
• Process improvement, projects and partnerships * Review, analyze, evaluate, and enhance consumer loan servicing processes to improve scalability, efficiency, quality, service delivery, and compliance * Develop, document, review, and update policies and procedures to ensure processes are clearly defined, well controlled, and effectively executed by staff * Ensure system enhancements, vendor programs, and product updates are appropriately researched, tested, implemented, and monitored with member experience in mind * Eliminate operational rework and exceptions through process review, root cause analysis, and continuous improvement efforts * Support vendor oversight by monitoring service effectiveness, reviewing billing statements, and helping ensure strong third-party performance

Qualificiations And Preferences

• Bachelor’s Degree in a related field or equivalent work experience is preferred
• 5+ years experience in consumer loans, commercial loans, and including detailed knowledge of credit bureau reporting preferred
• 5+ years in leading and managing teams, with a focus on performance coaching and development 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.