Loan Processing Supervisor

AltaOne Federal Credit Union; Ridgecrest (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

AltaOne Federal Credit Union in California seeks a Loan Processing Supervisor to oversee the consumer loan processing and funding team, ensuring timely, accurate, and compliant processing and strong member service.

You will supervise staff, monitor queues and SLAs, ensure packages are complete and compliant, provide coaching, onboarding, and training, and work with lenders, compliance, and internal partners to maintain workflow standards and regulatory compliance.

Qualifications

• Two to five years of similar or related experience.
• High school diploma or GED required.

Responsibilities

• Supervise daily loan processing, documentation, and funding activities for consumer loan products.
• Monitor loan queues, aging, and pipelines to ensure loans are processed accurately and within SLAs.
• Ensure loan packages are complete, accurate, and compliant prior to funding.
• Serve as the primary escalation point for complex processing issues, documentation discrepancies, and member concerns.

Education

High school diploma or GED

Job description

In line with AltaOne's mission, vision, and values, the Loan Processing Supervisor oversees the daily activities of the consumer loan processing and funding team to ensure timely, accurate, and compliant loan processing. This role provides direct supervision, guidance, and quality control for loan processors while supporting a high level of member service and operational efficiency. The Supervisor works closely with lending leadership and internal partners to maintain workflow standards, meet service level expectations, and ensure regulatory compliance throughout the loan lifecycle.

Major Duties and Responsibilities

• Supervise daily loan processing, documentation, and funding activities for consumer loan products.
• Monitor loan queues, aging, and pipelines to ensure loans are processed accurately and within established service level agreements (SLAs).
• Ensure loan packages are complete, accurate, and compliant prior to funding.
• Serve as the primary escalation point for complex processing issues, documentation discrepancies, and member concerns related to loan processing.
• Coordinate workload distribution to balance capacity and meet volume demands.
• Directly supervise loan processors, providing day-to-day support, guidance, and direction.
• Conduct regular check-ins, performance coaching, and feedback to reinforce expectations and promote continuous improvement.
• Assist with onboarding and training of new loan processing staff.
• Support employee development by identifying training needs and reinforcing best practices.
• Participate in performance evaluations and recommend corrective action when necessary, in partnership with leadership and HR.
• Ensure loan processing activities comply with federal and state regulations, NCUA guidelines, and internal policies and procedures.
• Perform regular quality control reviews of processed loans to identify errors, trends, or training gaps.
• Partner with Compliance, Quality Assurance, and Internal Audit to address findings and implement corrective actions.
• Maintain accurate documentation and records in accordance with regulatory and internal requirements.
• Identify opportunities to improve efficiency, reduce errors, and enhance the member experience within loan processing workflows.
• Assist in the development and refinement of procedures, job aids, and training materials.
• Provide input and feedback to lending leadership regarding workflow challenges, staffing needs, and system performance.
• Support the implementation of system updates, process changes, and new loan products as assigned.
• Work collaboratively with underwriting, branches, call center, and other departments to ensure a seamless end-to-end lending process.
• Communicate clearly with team members regarding priorities, changes, and expectations.
• Provide reporting and operational updates to management related to loan volumes, processing times, and quality metrics.
• Perform other duties as assigned.

Knowledge and Skills

Experience

Two to Five years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses

A high school degree or GED is required.

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.