Job Summary
The Loan Operations Manager provides leadership and oversight for the day-to-day operations of the Lending Department, ensuring efficient loan processing, high-quality member service, and operational excellence. This role is responsible for leading and developing a high-performing team while supporting consumer lending and card services operations through effective workflow management, process improvement, and regulatory compliance.
The ideal candidate is a collaborative and results-driven leader with strong experience in consumer lending, underwriting, and loan operations. Working closely with the Chief Lending Officer, the Loan Operations Manager helps drive departmental performance, enhances operational efficiency, and fosters a culture focused on accountability, continuous improvement, and exceptional member service.
Major Duties and Responsibilities:
· Lead, coach, develop, and motivate Consumer Loan Underwriters and the Card Services Specialist to achieve departmental objectives, service standards, and productivity goals.
· Oversee daily consumer lending activities to ensure timely and accurate processing, underwriting, funding, servicing, and member support activities.
· Oversee daily TDFCU debit and credit card service operations, including the review and management of disputes, charge backs, and representments.
· Monitor loan pipelines, workflow distribution, service levels, and operational performance to ensure efficiency and a consistent member experience.
· Review departmental workloads and allocate resources appropriately to maintain productivity and business continuity.
· Conduct quality assurance reviews of loan files, underwriting decisions, card service activities, and operational processes to ensure accuracy, consistency, and compliance.
· Serve as a resource for staff on complex lending situations, member concerns, operational issues, and exception requests.
· Act as the primary escalation point for member service issues and operational challenges within the department.
· Monitor and report on key performance metrics, including loan turnaround times, funding volumes, productivity measures, quality control results, and service standards.
· Serve as the department subject matter expert for Portico, Loancierge, Client Central, Originate, Deposit Essentials, and other systems utilized to support consumer lending and card services operations, while ensuring staff maintain proficiency in the effective use of these platforms.
· Assist in the development, implementation, and maintenance of departmental procedures, workflows, and operational best practices.
· Coordinate employee training and cross-training efforts to strengthen departmental knowledge, improve operational flexibility, and reduce key-person dependency risk.
· Identify operational inefficiencies and recommend process improvements to enhance member service, reduce risk, and improve productivity.
· Ensure compliance with all applicable federal and state regulations, internal policies, lending procedures, and operational controls.
· Support internal audits, examinations, compliance reviews, and quality control initiatives by providing requested documentation, reporting, and operational support.
· Collaborate with other departments to improve communication, workflow coordination, and service delivery throughout the organization.
· Assist the Chief Lending Officer in achieving departmental goals related to loan growth, operational excellence, portfolio quality, and member satisfaction.
· Works closely to connect lending and collections staff to establish effective underwriting and collection strategies that minimize losses while maintaining a positive member experience.
Knowledge and Skills:
Experience:
· At minimum, five to seven years of progressively responsible experience in consumer lending, underwriting, loan operations, card services, or financial services.
· Previous supervisory or management experience is strongly preferred. Demonstrated knowledge of consumer lending, underwriting practices, loan servicing, card services operations, regulatory compliance, and member service principles is required.
Education:
· Bachelor’s degree in business, finance, management, or a related field preferred.
Interpersonal Skills:
· Strong leadership, coaching, communication, analytical, organizational, and problem-solving skills are essential.
· Obtaining cooperation internally with TDFCU team members and externally with vendors is a critical part of the job.
Other Skills:
· Strong analytical, decision-making, organizational, and communication skills are essential.
· Ability to exercise sound judgment while managing multiple priorities in a fast-paced environment.
· Proficiency using Portico, Loancierge, Client Central, Originate, and Deposit Essentials systems is strongly preferred. A clear understanding of Microsoft 365 is required.
Pay: $65,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Work Location: In person
