Director of Lending Operations (Hybrid)

Essential Duties/Responsibilities

• Directs the loan servicing and loss prevention portions of business plans; Manages third party vendors as appropriate to grow the areas of responsibility; Identifies and improves better ways to utilize our systems and constantly looks for ways to make our processes more efficient.
• Coaches and develops team members; fosters strong relationships with cross departmental leadership, monitors the loss prevention and loan servicing processes and performance metrics to understand the internal and external user experience throughout all stages.
• Ensures proper handling of bankruptcy filings, foreclosure actions, deceased accounts, and legal proceeding in coordination with legal counsel.
• Analyses loan servicing and loss prevention statistics, and compiles data to provide the Vice President, Senior Vice President, and Executive Leadership Team with insights into emerging trends.
• Conducts financial risk assessments in accordance with established loss prevention and loan servicing policies and procedures; authorizes hardship requests and modifications within designated approval limits.

• Oversees the full lifecycle of deceased member accounts, ensuring timely, accurate, and compliant handling.

• Develops creative solutions and strategies for loan servicing and loss prevention including utilizing robotic process automation to increase efficiency. Proactively looks for ways to improve processes, make processes more efficient, and use robotic process automation for appropriate processes.
• Develops and implement standard operating procedures for managing deceased accounts, including providing staff training and establishing escalation protocols.
• Oversees the administration and servicing of ancillary loan products, including Extended Warranty, GAP, MBP, Debt Protection, and CPI.
• Actively participates in professional networks, collaborating with loan servicing and loss prevention experts as well as advisory boards to acquire advanced strategies informed by evolving market conditions and emerging fraud trends.

• Participates and implements an efficient loan servicing and loss prevention department that will assist members with their servicing needs and loss prevention needs.

• Demonstrates decisive action, bold ideas, and skill in handling rapid change.
• Ensures that operational excellence and continuous improvement are key focuses and are supported throughout loan servicing and loss prevention; Work to improve the member experience by utilizing qualitative and quantitative data, design thinking, and journey mapping.
• Facilitates efficient communication and fosters high-performing, cross-functional collaborations with business units and internal stakeholders through constructive engagement.
• Develops and evaluates performance metrics and key performance indicators (KPIs), assesses market risk, and offers strategic guidance to leadership in achieving established goals; delivers comprehensive reports to GUCU leadership.
• Enhances service delivery expectations and systematically monitors outcomes, incorporating both member and team member feedback, to achieve objectives related to service quality, operational efficiency, and improved experiences for both members and internal stakeholders.
• Identifies efficiencies, engages in vendor sales presentations and project implementations, provides recommendations to enhance department processes.
• Tracks delinquency and recovery trends, leveraging data analysis to propose proactive strategies aimed at mitigating portfolio risk.
• Oversees foreclosure processes and manages REO inventory.
• Evaluates vendor performance, enforces compliance with contracts, and maintains cost efficiency.
• Adheres to all applicable Federal and State laws and regulations governing the Credit Union.
• Performs other job-related duties as assigned.

• Promotes and establishes strong, positive, and productive working relationships within the organization through commitment to the company’s purpose, mission, and core values.

Key Behaviors for Success

• Strong adaptability, leadership supervisory and interpersonal skills with member service attitude.
• Ability to be a creative thinker and influential collaborator.
• Demonstrated leadership skills with ability to adapt to new situations quickly and professionally.
• Excellent verbal and written communication skills with demonstrated tact and diplomacy.
• Ability to create and support engaged team members and grow talent.
• Must be able to manage several priorities simultaneously; establish and meet deadlines; coordinate activities with other departments and perform job with accuracy and attention to detail.

Statement of Understanding

This job description is intended to provide a general overview of the essential duties, responsibilities, requirements, and working conditions associated with the position. It is not intended to be an exhaustive or comprehensive list of all tasks or responsibilities.  The organization may assign additional duties or modify existing ones as needed, at its discretion. Job descriptions may be updated periodically to reflect business needs and organizational changes.

Reasonable accommodations may be made in accordance with the Americans with Disabilities Act (ADA) and other applicable laws, so long as such accommodations do not poses undue hardship to the organization or create significant health or safety risks.

Nothing in this job description should be construed as creating an employment contract, either expressed or implied. Employment remains at-will, meaning that either the team member or the organization may end the employment relationship at any time, for any reason not prohibited by law.

Equal Employment Opportunity (EEO)

Georgia United is committed to providing equal employment opportunities and fostering a workplace where all individuals have the chance to succeed. We consider all qualified applicants for employment and advancement without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We value the unique perspectives and contributions that each team member brings to our organization, believing that a diverse and inclusive workforce strengthens our credit union.

E-Verify

Georgia United participates in the U.S. Department of Homeland Security’s E-Verify program. E-Verify is an online system used to confirm the eligibility of employees to work in the United States. This process involves electronically verifying the information provided by new hires against records maintained by the Department of Homeland Security and the Social Security Administration.