AVP, Operations and Customer Experience, Auto Lending

Company Overview

Presidential Bank is a community-focused financial institution with both full-service branch and online banking capabilities, serving customers in the Washington, DC–Baltimore region and throughout the United States through its digital platform. As a privately held, entrepreneurial bank, it is recognized for competitive deposit pricing, innovative banking solutions, and customer-friendly fee policies. The organization is led locally and independently, with a strong emphasis on professional service, lasting client relationships, and a collaborative workplace centered on customer care and operational quality.

Role Summary

The AVP, Operations and Customer Experience for the Auto Lending team is accountable for the day-to-day running of the consumer lending operation, including loan funding, customer service, and post-approval processing. The position plays a key role in making sure loans are funded accurately and on time while delivering service that reflects the bank’s relationship-driven approach. This leader manages a team, supports compliance with regulatory and internal standards, and helps strengthen efficiency and portfolio performance.

Key Responsibilities

• Lead, mentor, and develop the customer service and loan funding team.
• Set clear performance goals and oversee productivity, accuracy, and service delivery.
• Carry out performance reviews, share feedback, and support staff training.
• Encourage a cooperative team environment focused on service and community banking values.
• Manage the funding process for consumer loans, including auto and other retail loan products.
• Review loan files to confirm completeness, accuracy, and alignment with approved credit terms.
• Ensure loan proceeds are released promptly and all required documentation is in place.
• Resolve exceptions and handle escalated funding-related issues.
• Promote fair, respectful, and solution-oriented customer interactions.
• Balance customer treatment with collection goals while maintaining a service mindset.
• Serve as the escalation point for complex borrower situations, disputes, and hardship cases.
• Oversee collections activity across all delinquency stages, from early to late delinquency.
• Ensure timely outreach on past-due accounts to reduce delinquency and charge-offs.
• Monitor repayment plans, extensions, and loan modification activity.
• Manage sensitive or escalated collection matters.
• Respond promptly and professionally to customer questions and concerns.
• Act as a resource for complex or high-sensitivity customer issues.
• Support strong customer satisfaction through consistent service delivery.
• Assist internal teams with loan-related processes and questions.
• Ensure full compliance with applicable regulations and internal policies.
• Monitor funding and documentation activities for accuracy and control.
• Identify and help reduce operational and fraud-related risks.
• Support internal audits, examinations, and quality review exercises.
• Track and report operational metrics such as turnaround time, error rates, and service levels.
• Find opportunities to improve processes and strengthen workflows.
• Work closely with underwriting, processing, servicing, and compliance partners.
• Support system enhancements and adoption of best practices.

Requirements

• Bachelor’s degree in Business, Finance, or a related discipline is preferred; equivalent experience may also be considered.
• At least 4 years of experience in consumer lending, loan operations, or customer service.
• Between 1 and 3 years of supervisory or team leadership experience.
• Working knowledge of loan documentation, funding workflows, and customer service operations.
• Strong analytical ability, organization, and communication skills.

Benefits

The bank provides a competitive package that includes paid leave, medical, dental, and vision coverage, disability insurance, life insurance, and two retirement plans.

Equal Opportunity Statement

Presidential Bank, FSB is an equal opportunity and affirmative action employer. Candidates are considered without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by federal, state, or local law.

Compensation

Salary range: $70,000 to $85,000 per year.