Job Description

CIVIC CULTURE

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 Loan Center Manager is a key leadership role responsible for overseeing a team of Consumer Loan Officers. This role ensures operational excellence, regulatory compliance, and a best-in-class lending experience across consumer and mortgage products. The Loan Center Manager provides strategic and day-to-day direction, fosters continuous improvement, and champions a consultative, digital-first approach to member engagement. The position serves as a cross-functional leader, partnering with internal and external stakeholders to drive loan growth, streamline servicing, and maintain high service standards.

NORMAL DAY-TO-DAY WORK

1. Provide daily leadership and strategic oversight for the Consumer Loan Officer (LO) team, including leading onboarding and continued training for CLO team members, ensuring up-to-date knowledge of guidelines and systems.
2. Monitor LO team performance metrics; develop coaching strategies to improve quality, efficiency, and conversion.
3. Guide the LO team in member engagement, loan consultation, STIP collection, and denial follow-up with consistent process flow.
4. Support quality control and compliance reviews; oversee audit requests, reporting, and vendor due diligence for lending functions.
5. Collaborate with internal teams (Branch, Digital Lending, Experience Center, Underwriting, Fulfillment, Credit Administration) on enhancements and escalations.
6. Oversee operational support for loan origination system (LOS) updates and digital enhancements across lending functions.
7. Review and enhance policies, procedures, and controls to meet regulatory, investor, and internal risk standards.
8. Actively participate in strategic planning and lending initiatives to improve the overall member lending journey and achieve organizational goals.
9. Display integrity, self-awareness, courage, and respect for staff while ensuring learning agility and flexibility communicating and delegating effectively. Work effectively, collaboratively, and creatively in a team-oriented environment both internally and externally.
10. 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. 7 – 9 years of experience in Consumer Loan operations, including 1 – 3 years of management experience.
2. Strong knowledge of Mortgage Lending, Loan Servicing, and lending compliance (RESPA, TIL, HMDA, FNMA, etc.) and proficiency in Consumer Lending products including Auto, Unsecured Loans, HELOC, and Lines of Credit.
3. Demonstrated ability to manage third-party relationships, including mortgage servicers and LOS vendors.
4. Ability to develop and monitor KPIs, operational metrics and audit results across multiple lending functions.
5. Skilled in interpreting and applying lending policies, credit criteria, and underwriting guidance. 
6. Exceptional written and verbal communication skills, especially in developing and explaining policies, procedures and standards. 
7. Ability to work both independently and collaboratively with cross-functional teams.
8. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
9. Ability to lift a minimum of 25 lbs. (file boxes, computer).
10. 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 and DNA 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. Strong organizational and multitasking abilities in a fast-paced environment.
6. 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 

careers@civicfcu.org

PI0403e16fcd60-30492-38483472

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