AVP, Operations and Customer Experience, Auto Lending

Position Summary

The AVP, Operations and Customer Experience for the Auto Lending Department is responsible for overseeing daily operations within the consumer lending department, including loan funding, customer service, and post-approval processing. This role ensures accurate and timely loan disbursement while delivering a high level of service consistent with the community bank’s relationship-driven approach. The supervisor leads a team, maintains compliance with regulatory requirements, and supports operational efficiency and portfolio quality.

• Supervise, coach, and develop customer service and loan funding team
• Establish performance expectations and monitor productivity, accuracy, and service levels
• Conduct performance evaluations, provide feedback, and support training initiatives
• Foster a collaborative, service-oriented team culture aligned with community banking values

• Oversee the funding of consumer loans (e.g., auto, and other retail products)
• Review loan files for completeness, accuracy, and adherence to credit approvals
• Ensure timely disbursement of loan proceeds and proper documentation
• Manage exception handling and resolve escalated funding issues

• Promote respectful, solution-oriented customer engagement consistent with community banking values
• Ensure customers are treated fairly while achieving collection objectives
• Act as escalation point for complex borrower situations, disputes, and hardship cases

• Oversee daily collection activities across delinquency buckets (early-stage to late-stage)
• Ensure timely follow-up on past-due accounts to minimize delinquency and charge-offs
• Monitor repayment arrangements, extensions, and loan modifications
• Handle escalated or sensitive collection cases

• Ensure prompt, professional handling of customer inquiries and concerns
• Act as escalation point for complex or sensitive customer issues
• Promote a high level of customer satisfaction through consistent delivery service
• Support internal teammates with loan-related questions and processes

• Ensure adherence to all applicable regulations and internal policies
• Monitor loan documentation and funding processes for accuracy and compliance
• Identify and mitigate operational and fraud risks
• Assist with internal audits, exams, and quality control reviews

• Track and report key performance metrics (e.g., funding turnaround times, error rates, service levels)
• Identify process improvement opportunities and implement workflow enhancements
• Collaborate with underwriting, processing, servicing, and compliance teams
• Support system improvements and implementation of best practices

• Bachelor’s degree in business, Finance (preferred), or related field (or equivalent experience)
• 4+ years of experience in consumer lending, loan operations, or customer service
• 1–3 years of supervisory or leadership experience
• Knowledge of loan documentation, funding processes, and customer service operations
• Strong analytical, organizational, and communication skills