Consumer Direct Lending Ops - Mgr - Direct Lending Fulfillment and Service Delivery

Job Title: Manager - Direct Lending Fulfillment and Service Delivery
Status: Exempt
Reports to: Director - Consumer Lending
Department: Consumer Direct Lending Ops
Job Code: 12142
Pay Range: $124,700.00 - $130,000.00 Annually
Location: Hybrid in Sacramento, CA

WHO WE ARE:
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.

WHO YOU ARE:
You are an experienced consumer lending leader who combines strong operational judgment with a commitment to quality, compliance, service, and team development. You build trusted partnerships, create clear accountability, and guide teams through changing priorities while maintaining a strong member and internal partner experience.

WHAT YOU'LL DO:

• The Manager, Direct Lending Fulfillment & Partner Services leads Direct Lending fulfillment operations, including final loan audit, funding, booking validation, branch and MSCC lending support, operational escalations, and partner service delivery. The role is accountable for fulfillment quality, timely execution, regulatory and policy compliance, operational controls, service-level performance, and the development of specialized teams supporting the final stages of the consumer lending lifecycle. This position partners with Consumer Lending leadership, Product Management, Compliance, Retail Leadership, Loan Servicing, Collections, Fraud Prevention, Operations, and other business units to advance organizational priorities, process improvements, technology implementations, and operational excellence.
• Fulfillment Operations Leadership * Lead Direct Lending fulfillment functions, including final loan audit, funding, loan booking validation, and operational quality review. * Ensure loans are funded accurately and timely in accordance with Credit Union policies, procedures, service levels, and applicable regulatory requirements. * Monitor funding turnaround times, quality results, production trends, service levels, and operational risks; establish priorities and align resources with changing loan volume and business demand.
• Audit and Funding Oversight * Lead Funding Specialists responsible for final loan audits, loan funding, vesting verification, collateral validation, contract accuracy review, funding exception resolution, and documentation compliance. * Oversee fulfillment activities for credit cards, secured credit cards, personal loans, personal lines of credit, direct vehicle loans, RV loans, and powersports loans. * Ensure loan files are complete, accurate, compliant, and ready for funding and booking.
• Branch and MSCC Partner Support * Lead branch vehicle loan support and MSCC lending support functions, including ServiceNow escalations, funding requests, support chat coverage, complex lending inquiries, operational guidance, and same-day funding support. * Establish service standards, coverage expectations, and accountability measures that deliver timely and consultative support to frontline employees and internal partners.
• Escalation Governance and Service Delivery * Serve as the operational owner for consumer lending escalations and maintain structured intake, routing, resolution, communication, and reporting practices. * Monitor escalation volumes, root causes, service-level performance, resolution timeframes, service trends, and operational risks; partner with business units to improve outcomes and the member experience.
• Business Partner Relationship Management * Develop collaborative partnerships with Retail Branches, MSCC, Loan Servicing, Collections, Fraud Prevention, Compliance, Consumer Lending leadership, and operational support teams. * Act as a trusted operational advisor regarding lending processes, funding requirements, escalation resolution, and service delivery expectations.
• Quality Assurance and Risk Management * Maintain compliance with applicable laws and regulations, including BSA/AML, OFAC, ECOA, Fair Lending, and UDAAP, as well as Credit Union policies, procedures, and operational controls. * Identify operational risks, implement corrective actions, support audits, monitor quality trends, and maintain audit readiness.
• Employee Leadership and Development * Lead, coach, and develop fulfillment, funding, and support teams; conduct performance evaluations and developmental coaching. * Support career development and succession planning while building a culture of accountability, partnership, quality, engagement, and service excellence.
• Continuous Improvement and Strategic Initiatives * Lead process improvements focused on quality, efficiency, scalability, service, automation, and operational optimization. * Participate in user acceptance testing and support implementation of new products, services, campaigns, technologies, and workflow changes. * Partner with leadership on strategic initiatives affecting the consumer lending lifecycle.

QUALIFICIATIONS AND PREFERENCES:

• Bachelor’s Degree in business administration, finance, management, or a related field required
• Equivalent relevant experience may be considered.
• 7+ years of consumer lending experience and five years of leadership experience required
• Experience leading regulated financial services operations and managing service levels, quality standards, productivity goals, and high-performing teams required
• Direct lending operations, funding and fulfillment management, branch or contact center support, workforce planning, process improvement, automation, and vendor or partner relationship management experience preferred

WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx?EntityID=2&id=3384

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:
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.