Supervisor, Consumer Loan Servicing

Position Summary

The Supervisor, Consumer Loan Servicing, oversees all aspects of managing consumer loans after they have been funded. The incumbent ensures accurate payment processing, compliance with regulations, and efficient operation of all servicing functions. The Supervisor, Consumer Loan Servicing, is responsible for managing the Consumer Loan Servicing Team, improving processes, and ensuring quality of customer service.

Primary Responsibilities and Duties

• Directing and supervising the Consumer Loan Servicing team, to ensure accurate and timely processing of payments, title administration, ancillary insurance product management (GAP, Debt Protection, and extended warranty), and all other required loan servicing functions.
• Set-up and maintenance assistance as needed on all Employee consumer loans and data of record.
• Ensuring compliance with all relevant loan servicing guidelines, such as those found with the CFPB, and other federal, state, or agency consumer banking regulations.
• Developing and implementing all department related standard operating procedures and policies to optimize loan servicing operations including controlling costs and improving efficiency.
• Collaborating with Collections to manage delinquent loans and implementing collection efforts.
• Overseeing audit preparation and reporting for internal departments and external agencies, as well as assisting to coordinate all related audit finding requests and process updates.
• Developing training and communication mechanisms to inform the team of regulatory requirements and updates to department processes as they are developed.
• Team management responsibilities include but are not limited to; interviewing, hiring, coaching, recognitions, engagement, team employee relations, talent management within the team, managing work volume and directing team responsibilities, performance evaluations, and employee growth plan and development.
• Building and maintaining relationships with external vendors, such as title and insurance vendors, ensuring strong compliance with each loan agreement.
• Assist in developing and adhering to annual budgetary guidelines on a department level.
• Contributing to the development of strategic planning for the Consumer Loan Servicing department, including but not limited to, process automation, new product deliveries, and service enhancements.
• Assume additional responsibilities as necessary for the continued growth and advancement of Everwise.

Knowledge/Skills

• Strong knowledge of consumer loan servicing functions including payment processing, title administration, ancillary insurance product management, and consumer lending services.
• Transaction Reconciliation, highly accurate data entry skills and detail orientated research.
• Excellent communication skills, both verbal and written.
• Strong organizational skills and the ability to multi-task and prioritize the workload.
• Managerial skills including delegation, coaching, and demonstrated leadership abilities among peers, team members, and in the community.
• Ability to make complex decisions.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

Minimum Requirements

• High School Diploma, GED or equivalent certification
• Bachelor's degree or equivalent work experience required.
• 2+ years' experience in consumer lending, loan servicing, and/or lending operations.
• Knowledge of lending regulations and guidelines required.
• Prior management experience preferred.