Summary

The AVP of Consumer Lending provides leadership, expertise, and guidance for the consumer lending department, including underwriting, loan servicing, support, and originations.  

Essential Duties and Responsibilities 

• Responsible for management and leadership of the consumer loan originations, support, servicing, and underwriting functions. 
• Act as a back up to the consumer lending manager, underwriting supervisor, and support manager.  
• Responsible for implementing a strong sales and service environment that will foster long-term financial relationships with our membership and promote loan growth
• Review pipeline applications and conduct queue management to recommend appropriate action to maximize production and meet stated service quality and production levels

• Ensure that department maintains and adheres to monthly sales goals as outlined by the incentive plan and scorecard

• Develop a team of highly motivated results-oriented individuals through effective leadership practice, coaching, mentoring, and service training

• Act as a primary liaison between the consumer lending team and senior management to facilitate optimal performance, including but not limited to processing, funding, cross sells, and ancillary product sales
• Oversee the management of all consumer lending responsibilities to ensure timely processing and funding of consumer loans, including coordinating the consumer lending officers, underwriters, support and servicing specialists, branch team, and members to track and clear required items and other lending related requests
• Addresses and manages escalated complex issues and works with appropriate business owners and senior management while exercising independent judgment and decision making
• Work in conjunction with senior management to minimize findings from various internal and external audits and exams
• Makes recommendations regarding performance improvements, assigns specific tasks, and projects, and establishes departmental goals consistent with overall strategic initiatives
• Evaluate operational performance, identify opportunities for improvement, prioritize initiatives, and allocate operational resources to drive high quality culture 

• Review and develop department strategic plans in relation to the overall goals
• Participates in budget process and actively administers the department’s budget accordingly

• Act as a primary liaison with third party vendors and assist with vendor management, including but not limited to, collecting due diligence and monitoring vendor performance and cost 

• Monitor internal and external member service to ensure excellent member service is provided
• Assure high quality service and delivery by fostering an environment that attracts and retains a high performing workforce
• Conduct interviewing process decides on new hires, scheduling, training, delegating assignments and documenting and evaluating performance of staff, including development plans

• Review all loan applications for Red Flags according to BSA and Identity Theft Red Flag procedures.
• Report all suspicious activity to the Risk Management department via the compliance group email.
• Other duties as assigned by VP of Consumer Lending, Senior Management, and President/CEO

Supervisory

• Responsible for the direct supervision, hiring, training, development, timecard, performance reviews, huddles, and one-on-one coaching meetings of department staff.
• Mentor, coach and train employees in a psychological safe environment
• Monitor and analyze staff performance including, quality of service, transaction volume, errors, and member wait time. Uses this information to make appropriate staffing and service recommendations.
• Review and recommend process changes to increase efficiency and better serve the member
• Participate in community and outreach/events
• Act as a backup to staff when needed 

Executive Management

• Work with Senior Management to develop, implement, and manage department strategic plans, budget and policies in relation to the overall goals 

• Correct and minimize findings from various internal and external audits and exams to maintain high compliance standards
• Develop, implement, and manage department process improvements, service level standards, projects, risk assessments and departmental goals consistent with overall strategic initiatives
• Act as a primary liaison with third party vendors and assist with vendor management, including but not limited to, collecting due diligence, negotiating contracts and monitoring vendor performance and costs

• Compile and report department metrics for Senior Management
• Oversee service level reporting, procedures, facility maintenance, and security for branches and branch support