Lead Consumer Loan Officer bei Civic Credit Union

Description

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. 

ABOUT THE POSITION

The Lead Consumer Loan Officer is responsible for overseeing a centralized team of Consumer Loan Officers who manage digital and referred branch loan applications. This position plays a critical role in ensuring members receive expert, consultative guidance throughout the loan process—from pre-application product matching to post-approval stipulation collection and closing coordination. Through daily oversight and mentoring of the Loan Officer team, the Lead Loan Officer is expected to maintain high service standards, ensure accurate intake and processing, and support loan application quality and conversion rates. The role will serve as the central point for team training, escalations, and continuous improvement in a digital-first lending environment.

NORMAL DAY-TO-DAY WORK

1. Provide practical, hands-on leadership to the centralized Consumer Loan Officer (LO) team, ensuring applications are reviewed for completeness, product suitability, and alignment with underwriting requirements before submission.
2. Support member engagement strategy by coaching LOs on pre-application consultative conversations, application review techniques, and effective follow-up on approvals and denials.
3. Ensure the LO team manages inbound and outbound member contact workflows related to stipulations, approval terms, loan restructuring, and denial education, while Experience Center handles all direct calls, chats, and secure messages.
4. Review individual and team productivity reports, monitor key performance indicators (KPIs), and provide coaching and training as needed to ensure consistent execution. Support the onboarding and training of new LOs, including shadowing, review of standard operating procedures (SOPs), and system navigation.
5. Coordinate with Consumer Underwriting and Fulfillment to ensure streamlined handoffs, clear communication of stipulations, and proactive follow-through for timely loan closings.
6. Serve as a subject matter expert for escalated member cases, complex loan scenarios, and application restructuring recommendations; engage with members directly as needed to support the LO team and optimize members’ experiences.
7. Work with cross-functional teams including Digital Lending, Branch Operations, Experience Center, and Credit Administration to support process optimization, system enhancements, and member experience initiatives.
8. Lead quality control efforts by auditing LO team members’ work for accuracy, compliance with lending policies, and appropriateness of member engagement and documentation.
9. Maintain deep knowledge of all consumer loan products (unsecured, auto, HELOC, etc.) and ensure the team is consistently trained and current on guidelines, pricing, and risk criteria.
10. Identify trends in loan submissions, denials, or member concerns and elevates recommendations for policy, product, or process changes to management. Assist with periodic reporting, dashboard tracking, and operational metrics for internal teams and executive leadership.
11. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. 4 – 6 years of consumer lending experience, preferably in a centralized or digital lending environment, including 1 – 3 years of experience leading, coaching, or mentoring leading professionals.
2. Proven knowledge of consumer loan products including unsecured loans, auto loans, HELOCs, and lines of credit.
3. Strong understanding of lending regulations, loan structuring, risk-based pricing, and credit decisioning fundamentals.
4. 4. Demonstrated ability to review and guide loan applications for completeness, creditworthiness, and compliance.
5. Exceptional written and verbal communication skills, especially in explaining loan decisions and guiding members through the lending process.
6. Strong organizational skills with the ability to manage multiple workflows in a fast-paced, high-volume environment.
7. Highly proficient with loan origination systems (LOS) and core banking systems.
8. Ability to work both independently and collaboratively with cross-functional teams.
9. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
10. Ability to lift a minimum of 25 lbs. (file boxes, computer).
11. Travel required on occasion.

Here are a few qualities we’d LIKE for you to have to make you more suited for this position.

1. Credit Union experience preferred, particularly in a digital or centralized lending model.
2. Exposure to Fiserv Velocity or similar LOS platforms.
3. Experience working within a consultative or relationship-based lending framework.
4. Proficiency in reporting tools or dashboards (e.g., Tableau, Power BI).
5. Ability to train, onboard, and mentor new hires effectively.

CONTACT US

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at: 

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609 

[email protected]