Consumer Lending Manager

Job Title:

Consumer Lending Manager

Department:
Consumer Lending

Reports to:

Vice President of Consumer Lending

Hours per Week: 40 hrs./week Salary Exempt

The Consumer Lending Manager is responsible for overseeing both the Consumer Loan Officer team, the Consumer Lending Operation Specialists, and the Loan Support Clerk, ensuring strong operational performance, underwriting consistency, member experience, and overall operational effectiveness. This role combines day-to-day leadership of lending and loan support staff with strategic oversight responsibilities focused on evaluating lending performance, identifying trends and opportunities, recommending operational improvements, and supporting initiatives designed to achieve organizational production, service, and portfolio growth goals while maintaining sound lending practices, operational consistency, and appropriate risk management.

The Consumer Lending Manager works closely with the VP of Consumer Lending, Consumer Lending Processing Manager, Consumer Lending Systems Analyst, and other departments to support operational efficiency, process improvements, strategic initiatives, and organizational growth. This role balances production leadership, member service, operational collaboration, risk management, and employee development while ensuring compliance with all regulatory requirements.

• Oversee the Loan Officers, Consumer Lending Operations Specialists, and Loan Support Clerk, ensuring strong member experience, service consistency, operational effectiveness, underwriting quality, credit risk management and overall lending operational effectiveness.
• Provide leadership, direction, coaching, and performance management to lending and loan support staff while fostering a culture of accountability, collaboration, continuous improvement, and professional development.
• Support organizational consumer lending growth objectives through strategic leadership, operational analysis, production monitoring, and data-driven recommendations.
• Analyze lending production trends, pull-through ratios, application sources, operational performance, and portfolio growth opportunities to identify areas requiring improvement or strategic focus.
• Provide recommendations to senior leadership regarding operational changes, workflow improvements, staffing needs, product enhancements, promotional opportunities, service strategies, and process efficiencies to support organizational lending goals.
• Monitor loan application conversion metrics, funded loan ratios, turnaround times, productivity, and member experience trends to identify opportunities for improvement.
• Coach and develop team on underwriting consistency, operational effectiveness, product knowledge, member experience expectations, and lending best practices.
• Partner with internal departments to support lending knowledge, workflow alignment, operational consistency, and member experience throughout the lending process.
• Identify development opportunities and assist in preparing team members for increased responsibilities and future leadership opportunities.
• Assist with escalated lending decisions, exception requests, member concerns, and complex lending situations while balancing member experience, organizational policy, and risk management.
• Ensure lending decisions, exception handling, and operational processes are consistently documented and aligned with organizational policies, procedures, and risk tolerance.
• Partner closely with the Consumer Loan Processing Manager to ensure seamless workflow coordination, efficient handoffs, funding timeliness, and operational consistency throughout the loan lifecycle.
• Collaborate with Retail Delivery, Digital, Processing, Indirect Lending, Marketing, and other departments to improve workflows, reduce member friction, and enhance the overall lending experience.
• Participate in cross-functional projects and process improvement initiatives supporting consumer lending efficiency, scalability, and member service.
• Partner with the Consumer Lending Systems Analyst to identify operational inefficiencies, support workflow enhancements, participate in user acceptance testing, and assist with implementation and adoption of lending technology initiatives.
• Provide operational input and feedback regarding loan origination systems, workflow tools, automation opportunities, and process improvements.
• Monitor and manage departmental performance metrics including funded loan volume, application conversion, approval ratios, turnaround times, productivity, service standards, member experience, and portfolio trends.
• Utilize production reporting and operational analytics to identify performance gaps, process inefficiencies, and opportunities for growth, operational improvement, and enhanced member experience.
• Utilize reporting and analytics to identify trends, improve operational performance, and support strategic decision-making.
• Analyze lending performance, portfolio trends,…