Supervisor - Consumer Lending Coordination

Atlantic Union Bank; Richmond (VA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Benefits package

401(k) plan

Paid time off

Job summary

Atlantic Union Bank is seeking a Consumer Lending Operations Supervisor to oversee a centralized loan processing team and ensure efficient origination and servicing. The role involves coordinating underwriting documentation, driving service quality, and maintaining strong customer interactions.

The ideal candidate brings leadership experience, deep knowledge of loan processes, and ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Bachelor’s degree required; equivalent combination of education and experience may be considered.
• 3+ years of consumer lending, loan operations, or related financial services experience; call center experience preferred.
• 2+ years of leadership or supervisory experience leading customer-facing teams.
• Working knowledge of loan origination processes, underwriting documentation, and loan systems.
• Experience with call center technology, workflow management, and performance reporting.

Responsibilities

• Supervises a centralized loan processing client support team handling inbound/outbound communications and loan origination activities.
• Oversees collection of underwriting documents and loan conditions to support timely decisions and closing.
• Provides leadership, coaching, and performance management to meet service, quality, and productivity goals.
• Ensures compliance with policies and regulatory requirements by team members.
• Partners with Lending, Processing, Underwriting, Closing, and Branch teams to support timely loan fulfillment.

Skills

Leadership

Customer service

Loan operations

Process improvement

Documentation

Communication

Education

Bachelor’s degree

Tools

Loan origination systems

Call center software

Workflow management

Job description

The Consumer Lending Operations function is responsible for the operational support and servicing of consumer lending products throughout the lending lifecycle. This area includes activities related to loan origination, underwriting support, processing, funding, documentation, quality control, collateral administration, payment processing, customer servicing, collections support, and regulatory compliance for consumer lending products such as personal loans, home equity loans and lines of credit, installment loans, and other consumer credit products. Roles in this sub-family ensure operational efficiency, risk management, data integrity, and a high-quality customer experience while supporting lending product delivery and ongoing account administration.

Career Specialization Definition

The Consumer Lending Coordination activities may include:

• Processing the closing and funding of approved loans to ensure accurate, efficient, and timely flow of information and documentation.
• Reviewing loan applications for completeness and accuracy of information and documentation.
• Processing loans generated through a variety of sources.
• Advising loan applications of loan decisions and requesting any additional information of documentation necessary for account establishment.
• Coordinating loan documents and signing.
• Maintaining records for processing each loan and preparing correspondence.
• Assisting phone customers in centralized consumer loan facility.
• Other duties as assigned.

Position Accountabilities

• Supervises a centralized loan processing client support team responsible for inbound and outbound customer communications and facilitating efficient loan origination activities.
• Oversees the collection of required underwriting documentation and loan conditions to support timely loan decisions and closing.
• Provides leadership, coaching, and performance management to ensure service, quality, and productivity expectations are met.
• Demonstrates knowledge of consumer lending operations, loan processing requirements, and customer service practices.
• Monitors team workflows, staffing needs, service levels, and operational performance metrics to support efficient loan processing and customer service delivery.
• Resolves customer service and operational issues that may be difficult but are generally not highly complex.
• Ensures policies, procedures, regulatory requirements, and service standards are understood and consistently followed by team members.

• Partners with Lending, Processing, Underwriting, Closing, and Branch teams to support timely loan fulfillment, operational efficiency, and a positive client experience.

Career Level Definition

Supervises support employees. Responsibilities typically include:

• Setting day-to-day operational objectives for team.
• Problems faced may be difficult but typically are not complex.
• Ensures policies, practices and procedures are understood and followed by direct reports, customers and stakeholders.

Knowledge & Experience

• Bachelor's Degree required; equivalent combination of education and experience may be considered
• Typically requires broad knowledge of consumer lending, loan operations, loan processing, or related financial services practices, generally gained through 3+ years of relevant work experience; customer contact center experience preferred.
• Typically requires 2+ years of leadership or supervisory experience, with demonstrated success leading customer-facing teams and applying fundamental people management practices and approaches.
• Working knowledge of loan origination processes, underwriting documentation requirements, and loan systems.
• Experience with call center technology, workflow management, and performance reporting preferred.
• Strong leadership, communication, customer service, problem-solving, and organizational skills.
• Ability to manage multiple priorities in a fast-paced, service-oriented environment.

Required Certifications/Licenses

May require obtaining and/or maintaining NMLS registration.

Compensation offered will be based on a variety of factors, including but not limited to education, work experience, skills, certifications, and geographic location, etc.

Eligible teammates may participate in a comprehensive benefits package that includes medical, dental, vision, life insurance, disability coverage, paid time off, retirement savings through a 401(k) plan, wellness resources, and other programs designed to support teammates' health and financial well‑being, subject to plan terms and eligibility requirements. In addition, certain positions may be eligible for incentive compensation, bonuses, or other variable compensation, subject to applicable plans and performance criteria. General information on our comprehensive benefits package can be found by visiting Employee Benefits | Banking Career Benefits | Atlantic Union Bank

We are proud to be an Equal Employment Opportunity employer. We maintain a drug‑free workplace.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.