AVP, Operations and Customer Experience - Auto Lending

Position Overview

The Assistant Vice President overseeing Operations and Customer Experience within the Auto Lending Department manages the day-to-day functions of consumer lending, including loan funding, customer engagement, and post-approval processes. This role emphasizes the prompt and precise disbursement of loans while upholding the bank's community-driven service ethos. The position also involves leadership responsibilities, compliance adherence, and enhancing operational efficiency and portfolio quality.

Key Responsibilities

• Lead and mentor the customer service and loan funding teams to ensure high performance and teamwork aligned with community banking values.
• Set clear performance goals, monitor work accuracy, productivity, and service quality, conducting evaluations and facilitating training programs.
• Supervise the funding of consumer loans, including auto and retail products, verifying paperwork accuracy and compliance with credit approvals.
• Ensure prompt loan disbursements with proper documentation and manage exceptions or escalated funding challenges.
• Promote respectful, customer-focused interactions, acting as a point of escalation for complex borrower issues, disputes, or hardship situations.
• Oversee collections activities across all delinquency stages, ensuring timely follow-ups and managing repayment arrangements, extensions, or modifications.
• Handle escalated or delicate collection cases in alignment with collection objectives and fair customer treatment.
• Guarantee professional and timely responses to customer inquiries and concerns, supporting internal teams with loan process questions.
• Maintain strict compliance with applicable laws and internal policies, monitoring loan documentation and funding accuracy.
• Identify operational and fraud risks, assisting with audits, examinations, and quality control assessments.
• Track and report on critical performance metrics such as funding turnaround times, error rates, and service levels, driving process improvements.
• Collaborate with underwriting, processing, servicing, and compliance units to enhance system implementation and workflow efficiencies.

Requirements

• Bachelor’s degree in Business, Finance preferred, or equivalent professional experience.
• Minimum 4 years in consumer lending, loan operations, or customer service roles.
• Between 1 and 3 years of supervisory or leadership experience.
• Comprehensive knowledge of loan documentation, funding processes, and customer service operations.
• Excellent analytical, organizational, and communication abilities.

Compensation and Benefits

The role offers a salary range of $70,000 to $85,000 annually. Benefits include paid leave, health, dental, vision, disability, life insurance, and participation in two retirement plans.

Equal Opportunity Employer Statement

This employer is committed to equal opportunity and affirmative action, considering applicants regardless of race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any legally protected category.