Manager, Consumer Lending Processing

Overview

Navy Federal Credit Union currently does not provide sponsorship for this role. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

To plan, direct and manage the multi-function operations of the Consumer Lending Underwriting branch, which includes loan processing and Support, Consumer Lending loan officer teams to ensure accurate and efficient processing of consumer applications. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Serve as subject matter expert regarding branch functions, systems, policies and/or procedures. Manage daily activities of professional employees and/or supervisors. Support executive management in developing and executing strategic plans. May act as AVP in the incumbent's absence.

This position is eligible for the TalentQuest employee referral program. If an employee referred you for this job, please apply using the system-generated link that was sent to you.

Responsibilities

• Develop branch strategy, establish priorities and set goals; evaluate and implement standards to ensure alignment with department/organizational objectives
• Manage and direct operations to ensure targets, service level agreements and corporate objectives are met
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Conduct benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, reduce losses, minimize financial risk, and maintain high operational efficiency
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Lead and drive operational transformation initiatives leveraging automation, artificial intelligence (AI), and advanced technologies to improve efficiency, reduce manual processes, enhance risk controls, and elevate the member experience.
• Ensure funding and presentation of legal disclosures for consumer loan originations are processed with a high degree of accuracy while focusing on speed to market
• Monitor and ensure consumer promotional incentives are carried out in a timely and accurate manner
• Collaborate with Compliance to ensure the disbursement of funding and legal disclosures are in compliance with applicable federal, laws, rules and regulations
• Perform quality control audits to ensure compliance with applicable federal and state laws, rules, regulations, and NFCU policies and procedures
• Maintain thorough knowledge of applicable federal and state laws, rules, regulations and NFCU policies and procedures
• Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
• Serve as liaison to internal/external auditors; review and implement recommended/approved procedural changes
• Provide forward thinking expertise in current and emerging trends, technologies and practices
• Collaborate with ISD and Lending Systems regarding software enhancements to the application, processing and disbursement systems
• Review and evaluate feedback from the Employee Engagement Survey; implement changes and improvements to promote a positive work environment
• Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
• Provide overall leadership with large strategic projects and/or programs; ensure effective management of projects from inception through implementation
• Prepare reports and make presentations to senior management
• Oversee training and development programs for staff; evaluate training programs to ascertain effectiveness
• Perform other duties as assigned

Qualifications

• Expert knowledge of applicable federal and state laws, rules, and regulations
• Advanced knowledge of banking/financial industry trends, products and services
• Extensive progressively responsible experience leading and managing a multi-functional loan processing operation in a large financial institution, including operational and regulatory risks and controls
• Demonstrated experience leading or supporting operational improvement initiatives through automation, artificial intelligence (AI), or related technologies, with measurable impact on efficiency, accuracy, or cost reduction.
• Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
• Extensive experience in supervising and leading employees
• Extensive experience in managing cross-functional, multi-dimensional teams and projects of the highest complexity which have business risk and impact
• Expert skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
• Expert skill interacting with staff, management, vendors and members diplomatically and tactfully
• Expert skill building effective relationships through rapport, trust, diplomacy and tact
• Expert organizational, planning and time management skills
• Expert skill identifying and analyzing business requirements and recommending solutions
• Expert skill exercising initiative and using good judgment to make sound decisions
• Expert skill in producing desired results and achieving goals and objectives
• Expert analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Expert skill developing and implementing programs in a leadership role
• Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Expert skill presenting findings, conclusions, alternatives and information clearly and concisely
• Expert verbal and written communication skills
• Advanced database, word processing, spreadsheet, and presentation software skills

• Bachelor's degree in Finance, Business Administration, or related field, or an equivalent combination of education, training, and experience

Desired Qualifications

• Advanced knowledge of NFCU's policies, procedures, products, and services
• Working knowledge of NFCU's automated systems used in the Department
• Master's degree in Finance, Business Administration

Additional Information

Hours:

• Monday - Friday, 8:00AM - 4:30PM

Location:

• 820 Follin Lane, Vienna, VA 22180
• 5510 Heritage Oaks Drive, Pensacola, FL 32526
• 141 Security Drive, Winchester, VA 22602

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks. Our approach to careers is simple yet powerful: Make our mission your passion. * FORTUNE 100 Best Companies to Work For 2026 * Yello and WayUp Top 100 Internship Programs 2025 * Computerworld Best Places to Work in IT 2026 * Most Loved Workplace - America's Top Most Loved Workplaces 2025 * 2025 PEOPLE Companies That Care * Newsweek Most Trustworthy Companies in America 2026 * Military Times 2025 Best for Vets Employers * Forbes 2026 America's Best Large Employers * Forbes 2025 America's Best Employers for New Grads * Forbes 2025 America's Best Employers for Tech Workers * 2025 RippleMatch Campus Forward Award Winner for Overall Excellence * Military.com Top Military Spouse Employers 2025 * 2026 Handshake Early Talent Award * Newsweek America's Greatest Workplaces for Culture, Belonging and Community 2026 From Fortune Magazine. 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union. Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law. Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at View email address on click.appcast.io or by calling View phone number on click.appcast.io. This team cannot provide any information on job postings or application status. Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site. Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process. Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.