Job Title: Consumer Lending Manager

Department: Consumer Lending

Reports to: Vice President of Consumer Lending

Hours per Week: 40 hrs./week Salary Exempt

Company Summary

Welcome to Financial Plus Credit Union (FPCU) – 'The Place where it’s Possible.'

At FPCU, we believe in the power of collaboration, embrace inclusivity as a strength, and are driven by a shared commitment to success. Our community-centered approach goes beyond financial services; it's about fostering connections and making a positive impact.

Join us, and be part of an environment that prioritizes wellness, encourages continuous learning, and opens doors to developing you into the person you want to be. Explore the opportunities that await you at FPCU – where you aren’t just making a living but joining a PLACE where you can REACH your goals.

Position Summary

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.

Essential Functions & Primary Responsibilities

• 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, operational data, and member experience feedback to identify opportunities for growth and improvement.
• Support strategic lending initiatives, promotional campaigns, and market growth efforts in partnership with senior leadership and marketing.
• Maintain and improve member service by ensuring inquiries, applications, and member issues are handled professionally, consistently, and promptly.
• Conduct quality reviews and audits to ensure lending accuracy, operational consistency, compliance, and proper documentation.
• Stay up to date on industry trends, lending laws, operational best practices, and product innovations to recommend improvements and new opportunities.
• Assist in budgeting, forecasting, and strategic planning for the consumer lending division.
• Work collaboratively with third-party vendors, partners, and internal stakeholders to support lending operations and organizational initiatives.
• Oversee the processing and management of title work, loan payoffs, release of liens, and UCC filings.
• Promote a positive team environment, encouraging collaboration and high-quality service.
• Ensure employees have the tools, materials, and training necessary for success.
• Ensures compliance with all federal and state laws and regulations, including the Bank Secrecy Act, Patriot Act, and Office of Foreign Asset Controls, and should request legal interpretation as necessary. Must ensure subordinates are also compliant with such laws and regulations.
• Must be bondable.
• Perform other duties as assigned.

Education & Qualifications

• Bachelor’s degree in Finance, Business Administration, or related field; or equivalent work experience.
• 3 to 5 years of previous consumer lending experience with a proven performance record, with leadership or management experience preferred.
• Strong understanding of consumer lending regulations, underwriting principles, operational workflows, and member service expectations.
• Experience leading teams in a fast-paced lending environment focused on balancing growth, service, operational efficiency, and risk management.
• Experience working with loan origination systems, workflow automation, reporting tools, and lending technology platforms preferred.
• Strong communication, coaching, organizational leadership, and relationship-building skills.
• Ability to analyze operational data and utilize reporting to drive performance improvements and strategic decision-making.
• Candidate must have a thorough understanding of the Loan Policy and Guidelines.
• Candidate must be knowledgeable of Credit Unions product and services and demonstrate the ability to cross-sell and build deeper relationships with our membership.
• This position requires an understanding of basic computer skills including Microsoft 365 suite applications.

Skills and Abilities

• Strong leadership and management skills with the ability to motivate, coach, and develop high-performing teams.
• Strong analytical and organizational skills with the ability to evaluate operational performance and make data-driven decisions.
• Exceptional problem-solving skills with a solution-oriented mindset.
• Detail-oriented with a strong focus on operational consistency, compliance, and member experience.
• Ability to handle multiple priorities in a fast-paced environment while meeting deadlines.
• Strong interpersonal, verbal, and written communication skills.
• Ability to build collaborative relationships across departments and effectively navigate operational challenges.
• Presents a positive and professional image to members and team members through effective and courteous verbal and written communications.
• Ability to research and cross reference similar information to identify trends and proactively prevent loss and fraud.
• Ability to learn new tasks and processes quickly and efficiently.
• Ability to adhere to internal policies as well as external policies and regulations set forth by the NCUA.
• Comfortable learning and adapting to new systems, processes and change.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Ability to apply logical thinking to define problems, collect data, establish facts, and draw conclusions.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sedentary work; sitting most of the time. Exerts up to 10+ pounds of force occasionally.
• The noise level in the work environment is professional and typically moderate.

This job Description is not a complete statement of all duties and responsibilities comprising this position.