Loan Operations Manager

Overview:

The Loan Operations Manager (LOM) oversees the credit union’s loan portfolio, ensuring effective management of collections, loan servicing, credit card programs, and escalated member support. This role directs daily operations for delinquent and charged-off accounts, resolves complex issues, manages legal and compliance activities, and implements policy updates as needed.

Key Responsibilities:

• Oversight of collections activities for delinquent loans and negative share accounts; manage escalations, bankruptcy filings, repossessions, insurance claims, and REO properties.
• Review credit disputes, coordinate loss mitigation efforts, and ensure compliance through regular audits and collaboration with legal counsel.
• Oversee mortgage operations: document review, booking, escrow management, payoffs, HELOC tracking, and secondary market sales.
• Manage consumer lending documentation, DMV paperwork, and indirect loan quality control.
• Administer the credit card program, including reporting, troubleshooting, and compliance.
• Maintain accurate loan servicing procedures, manage member and vendor communications, and coordinate with attorneys and third-party agencies.
• Recommend and implement process improvements to enhance efficiency and compliance.
• Support the credit union’s service culture by fostering a positive work environment and maximizing technology use.

Qualifications and Education:

• Minimum four years of collection experience, preferably in a financial institution.
• Minimum one year of experience supervising the work of others.
• Solid knowledge of the Fair Debt Collection Practices Act, current bankruptcy regulations and other Federal and State banking regulations.
• Ability to demonstrate a significant level of trust and diplomacy.
• Excellent analytical skills and the ability to troubleshoot problems.
• Excellent verbal and written communication skills.
• B.S. degree, preferably in business or finance.