The AVP, Operations and Customer Experience for the Auto Lending Department is responsible for overseeing daily operations within the consumer lending department, including loan funding, customer service, and post-approval processing. This role ensures accurate and timely loan disbursement while delivering a high level of service consistent with the community bank's relationship-driven approach. The supervisor leads a team, maintains compliance with regulatory requirements, and supports operational efficiency and portfolio quality.
Leadership
Supervise, coach, and develop customer service and loan funding team
Establish performance expectations and monitor productivity, accuracy, and service levels
Conduct performance evaluations, provide feedback, and support training initiatives
Foster a collaborative, service-oriented team culture aligned with community banking values
Loan Funding Oversight
Oversee the funding of consumer loans (e.g., auto, and other retail products)
Review loan files for completeness, accuracy, and adherence to credit approvals
Ensure timely disbursement of loan proceeds and proper documentation
Manage exception handling and resolve escalated funding issues
Customer Interaction & Service
Promote respectful, solution-oriented customer engagement consistent with community banking values
Ensure customers are treated fairly while achieving collection objectives
Act as escalation point for complex borrower situations, disputes, and hardship cases
Collections Operations
Oversee daily collection activities across delinquency buckets (early-stage to late-stage)
Ensure timely follow-up on past-due accounts to minimize delinquency and charge-offs
Monitor repayment arrangements, extensions, and loan modifications
Handle escalated or sensitive collection cases
Customer Service & Support
Ensure prompt, professional handling of customer inquiries and concerns
Act as escalation point for complex or sensitive customer issues
Promote a high level of customer satisfaction through consistent delivery service
Support internal teammates with loan-related questions and processes
Compliance & Risk Management
Ensure adherence to all applicable regulations and internal policies
Monitor loan documentation and funding processes for accuracy and compliance
Identify and mitigate operational and fraud risks
Assist with internal audits, exams, and quality control reviews
Operational Efficiency & Reporting
Track and report key performance metrics (e.g., funding turnaround times, error rates, service levels)
Identify process improvement opportunities and implement workflow enhancements
Collaborate with underwriting, processing, servicing, and compliance teams
Support system improvements and implementation of best practices
Requirements
Bachelor's degree in business, Finance (preferred), or related field (or equivalent experience)
4+ years of experience in consumer lending, loan operations, or customer service
13 years of supervisory or leadership experience
Knowledge of loan documentation, funding processes, and customer service operations
Strong analytical, organizational, and communication skills
Presidential Bank, FSB offers a competitive benefits package that includes paid leave, health, dental, vision, disability, and life insurance as well as two retirement plans.
Presidential Bank, FSB is an equal opportunity/affirmative action employer. We consider applicants without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other category protected by federal, state or local law.
AVP, Operations and Customer Experience, Auto Lending • Frederick, MD, United States
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