Dealer Services Ops - Prcsng - Indirect Loan Processor II (Remote in CA only)

Indirect Loan Processor II

Status: Non-exempt

Reports to: Mgr - Processing and Fulfillment

Department: Dealer Services Ops - Processing

Job Code: 11221

Pay Range: $23.09 - $27.00

Location: Remote in CA only

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 independently manage the end-to-end processing of indirect auto loan applications, ensuring files are accurate, complete, and compliant while driving timely funding and a strong dealer and member experience. You are a skilled and reliable lending professional with advanced knowledge of indirect loan processing, known for handling complex scenarios, resolving exceptions, and maintaining high standards of quality, accuracy, and risk awareness. You take ownership of complex loan files and escalations by collaborating with dealers and internal partners, identifying risks and patterns, and contributing to continuous improvement efforts that strengthen processes, reduce rework, and enhance operational performance.

WHAT YOU'LL DO:

• Maintain an advanced, current understanding of applicable state and federal laws/regulations and internal requirements (including BSA/AML, CIP/OFAC, and related compliance obligations); apply them consistently; and serve as a resource to teammates by interpreting requirements and reinforcing controls throughout the funding process.
• Manage a high volume of loan-related communications (inbound/outbound calls, emails, and internal messages) while progressing multiple applications in parallel; prioritize escalations and complex funding scenarios; set clear expectations with partners; and drive resolution to meet service level, dealer experience, and turnaround-time requirements.
• Accountable for meeting established quality assurance standards and performance metrics by completing work accurately the first time, following required checklists/controls, meeting productivity and timeliness targets, and promptly correcting errors. Analyze quality results and rework trends to identify root causes, recommend corrective actions, and reinforce best practices with peers.
• Identify root causes of dealer/member or operational issues (including recurring documentation defects and funding delays), recommend practical solutions, and lead or support continuous improvement efforts (job aids, knowledge sharing, workflow enhancements, and control refinements) to improve team consistency and throughput.
• Deliver consistent, high-quality service to dealers, members, and internal partners by actively listening, confirming needs, explaining next steps in plain language, setting realistic timelines, and following through on commitments. Own escalations and time-sensitive funding issues by coordinating stakeholders, de-escalating concerns, documenting outcomes, and ensuring timely closure.
• Review and analyze application data and supporting documentation to ensure consistency, completeness, and compliance; independently clear complex stipulations/conditions; and resolve documentation exceptions (e.g., contract discrepancies, payoff variances, proof-of-income anomalies, insurance/registration requirements). Perform required research and validations and complete accurate system updates with a focus on audit readiness and record retention standards.
• Obtain, validate, and track required Department of Motor Vehicles (DMV) documentation, when needed, to ensure lien perfection and proper recording of the credit union's interest in collateral; provide guidance on complex title scenarios (e.g., out-of-state titles, dealer payoffs, lien releases, registration holds, and corrections).
• Partner with peers and cross-functional teams (e.g., branches, Member Service, Vehicle Services, Dealer Relationship Managers, and back-office areas) to resolve escalations, clear complex conditions, and coordinate efficient handoffs that prevent delays and reduce rework. Act as a point of contact for higher-complexity files and assist with training and knowledge transfer as needed.
• Perform advanced post-preparation quality control by auditing executed loan documents and operational reports to verify signatures, dates, required disclosures, document indexing/filing, and procedural compliance. Lead remediation on identified discrepancies (e.g., documentation corrections and dealer follow-up), document resolution, and escalate material exceptions, control breakdowns, or potential loss exposure in accordance with guidelines.
• Maintain expert working knowledge of Golden 1 lending policies, procedures, and systems; apply them to complex scenarios to support consistent decisioning support, accurate document preparation, and compliant loan fulfillment. Provide guidance to teammates on policy interpretation and documentation standards within established parameters.
• Provide operational support through professional email and Teams chat correspondence; respond to dealership and Dealer Relationship Manager inquiries; support escalated calls and time-sensitive funding issues; and complete audits or targeted reviews as assigned. Assist with onboarding/training support by sharing best practices and answering procedure questions.
• Identify and assess red flags and mitigate potential fraud, suspicious activity, and identity theft by applying established controls and enhanced scrutiny for higher-risk scenarios; document findings thoroughly; and lead timely escalation and coordination with appropriate partners in accordance with policy.
• Conduct member interviews as needed; perform financial calculations and proof-of-income analysis (including more complex income types and stipulations); obtain and validate information required to satisfy loan conditions; and confirm readiness for funding in accordance with credit union requirements. Provide coaching/feedback to peers on documentation quality and stipulation clearing approaches.
• Prepare and quality-check loan documents for member signature; ensure complex documentation packages are complete and compliant; monitor receipt of executed documents; clear outstanding conditions; and coordinate approved loans for disbursement while ensuring complete, well-documented files. Resolve document defects and coordinate corrections with dealers and internal partners.
• Use sound judgment and critical thinking to independently resolve non-routine exceptions within established authority, determine appropriate escalation paths for policy or risk issues, and drive solutions that balance compliance, risk mitigation, and funding timeliness. Model best practices and support team capability through knowledge sharing.
• Manage shared work queues (e.g., Outlook email and Teams chat) by monitoring for new requests, prioritizing by funding deadlines, complexity, and risk, coordinating handoffs with teammates to prevent delays and reduce rework. Provide triage support and guidance on prioritization for the team during peak volumes or time-sensitive funding events.
• Participate effectively in video conferencing, trainings, and team meetings; communicate status, risks, and handoffs clearly in a virtual and/or hybrid work environment; and share expertise through knowledge transfer, peer coaching, and participation in huddles or targeted training sessions as needed.
• Perform other related duties as assigned, consistent with the scope of the role.

QUALIFICIATIONS AND PREFERENCES:

• H.S. Diploma or General Education Degree (GED) or equivalent required
• Associate's Degree or some college preferred
• 4+ years in a fast-paced lending or work environment with high loan processing volume with demonstrated ability to independently manage complex loan files, resolve escalations, and consistently meet quality, compliance, and productivity standards in a high-volume environment. required

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.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.