Dealer Services Prcsng - Manager - Processing and Fulfillment

TITLE: Dealer Services Operations - Manager – Processing & Fulfillment

STATUS: Exempt

REPORT TO: Director – Indirect Programs and Operations

DEPARTMENT: Dealer Service Ops - Processing

GRADE: 26S

JOB CODE: 12003

PAY RANGE: $120,000.00 - $124,000.00 Annually

The Processing & Fulfillment Manager is responsible for leading all operational aspects of Indirect Lending processing and funding, including daily loan activities for third-party Indirect Lending relationships. This role ensures efficient, compliant, and high-quality fulfillment of Indirect loan applications while supporting Golden 1’s loan growth strategies and member experience objectives.

The Manager partners closely with auto dealers, third party partners, internal Product and Production teams, Dealer Services Representatives, Compliance, Accounting, and Operations to resolve production issues, enhance processes, and drive continuous improvement. This role ensures Golden 1’s credit culture is consistently applied through effective leadership, training, quality assurance, and operational controls.

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

You lead and oversee all operational aspects of Indirect Lending processing and funding, ensuring loans are fulfilled accurately, efficiently, and in compliance with regulatory, policy, and quality standards while supporting Golden 1’s loan growth and member experience objectives.

You are a strategic people leader and operational expert who partners closely with auto dealers, third‑party partners, Product, Production, Dealer Services, Compliance, Accounting, and Operations to resolve issues, enhance processes, and drive continuous improvement across the Indirect Lending lifecycle.

You ensure Golden 1’s credit culture is consistently applied through effective leadership, training, quality assurance, risk management, and data‑driven decision‑making, while maintaining strong third‑party relationships and operational readiness in a highly regulated lending environment.

GOLDEN 1 RESPONSIBILITES INCLUDE:

• • Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

Operational Leadership & Loan Fulfillment

• • Lead and manage teams responsible for all processing and funding activities related to Indirect loan applications, ensuring timely, accurate, and compliant fulfillment.
  • Oversee daily loan production to meet or exceed established turn times, service-level agreements (SLAs), KPIs, and quality standards.
  • Establish, monitor, and manage performance expectations through goal setting, coaching, feedback, corrective action, and recognition to drive accountability and results.
  • Ensure appropriate capacity planning and staffing levels to support seven-day-a-week operations and fluctuating production volumes.
  • Continuously evaluate operational workflows to identify opportunities for process improvement, increased automation, risk reduction, and enhanced member experience.
  • Partner with internal stakeholders to design, test, and implement process enhancements that improve efficiency, scalability, and quality.
  • Ensure all loan documentation is complete, accurate, and properly uploaded into ECM in accordance with retention, audit, and compliance requirements.
  • Oversee loan booking accuracy within the core system, including rates, terms, member contact information, and funding details.
  • Ensure rate changes, pricing updates, and promotional programs are implemented accurately and timely.
  • Develop, review, and maintain consumer loan procedures to ensure they are current, clearly documented, and reflective of actual practices.
  • Ensure staff adherence to documented procedures and provide training and guidance when changes occur.
  • Maintain and execute the Business Continuity Plan to ensure uninterrupted operations during business disruptions.
  • Maintain awareness of regulatory changes and emerging risks impacting Indirect Lending.
  • Perform other assignments and duties as required to support departmental and organizational objectives.

Third-Party & Dealer Relationship Management

• • Serve as the primary operational point of contact for dealers and third-party partners.
  • Work directly with dealers and third-party partners to identify and resolve production issues impacting loan volume or member experience.
  • Support the onboarding of new third-party partners and ensure operational readiness.
  • Monitor the third-party process end-to-end to identify issues with documentation, booking, funding, or system integrations.
  • Maintain strong partnerships with Dealer Service Representatives, external vendors, and strategic partners.

Growth Strategy & Member Experience

• • Partner with Product, Production, and Dealer Services teams to support loan growth initiatives and targeted promotions.
  • Identify opportunities to improve automation, streamline workflows, and enhance the member experience.
  • Maintain awareness of market trends, competitive lending programs, and evolving dealer practices to inform operational improvements.
  • Ensure operational practices support Golden 1’s strategic direction and loan growth goals.

Quality Assurance, Compliance & Risk Management

• • Develop, implement, and maintain a robust Quality Assurance (QA) program covering accuracy, compliance, and credit quality.
  • Ensure Golden 1’s stated credit culture is applied consistently and effectively across all processing and funding activities.
  • Maintain a thorough understanding of applicable state and federal regulations, including consumer lending laws, Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and other compliance requirements.
  • Ensure consumer loan procedures are current, documented, and reflective of actual practices.
  • Interact with Compliance and Internal Audit teams during audits, exams, and regulatory reviews.
  • Identify operational risks, establish control activities, and ensure mitigation strategies align with the Credit Union’s risk appetite.

People Leadership & Capacity Planning

• • Direct processors on quality, compliance, productivity, attendance, and performance standards.
  • Ensure appropriate staffing and capacity planning to support seven-day-a-week operations and fluctuating production volumes.
  • Foster a positive, inclusive, and engaging work environment that promotes employee development, coaching, and career growth.
  • Inspire and lead teams through Golden 1’s mission, vision, and core values to maintain high morale and performance.

Reporting, Analytics & Cross-Functional Collaboration

• • Prepare and present monthly performance reports related to production volume, credit quality, operational efficiency, and compliance.
  • Make recommendations and action plans based on data-driven insights.
  • Respond to Accounting Department requests and inquiries related to loan funding, reconciliation, and reporting.
  • Oversee validation, testing, and implementation of system enhancements and loan product changes.
  • Collaborate with Retail Delivery, Member Service Call Center, and Training teams to ensure frontline staff are knowledgeable about consumer loan products and processes.

EDUCATION: Bachelor’s degree in related field or equivalent work experience.

EXPERIENCE: A minimum of seven years of underwriting or processing of consumer loans in a financial institution, and at least two years of supervisory experience is required.

KNOWLEDGE/SKILLS: Demonstrated leadership, analytical, and decision-making abilities. High level of customer service. Strong knowledge of federal and statutory requirements and Golden 1 policies and procedures. Excellent Oral, written, and presentation skills. Exceptional interpersonal and group dynamics skills. Team player with supervisory and training skills. Personal computer skills and knowledge/ability to operate loan origination and underwriting software.

CORE COMPETENCIES:

• • Drives for Results – Ensures team meets goals
  • Collaborates Across Teams – Promotes inclusion and teamwork
  • Builds Trust and Credibility – Earns confidence through integrity
  • Develops Others Through Feedback – Supports employee growth
  • Takes Initiative – Owns outcomes Builds
  • Strategic Partnerships – Connects across functions

INTERNAL: Consumer Lending, Dealer Services, Product Management, Servicing, Audit, Compliance, Accounting, Branch Administration, MSCC and Management. 

EXTERNAL: Members, Dealerships, FI Connect Partners.

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

Salary : $120,000 - $124,000