AVP, Operations And Customer ExperienceThe 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.Key ResponsibilitiesLeadershipSupervise, coach, and develop customer service and loan funding teamEstablish performance expectations and monitor productivity, accuracy, and service levelsConduct performance evaluations, provide feedback, and support training initiativesFoster a collaborative, service-oriented team culture aligned with community banking valuesLoan Funding OversightOversee the funding of consumer loans (e.g., auto, and other retail products)Review loan files for completeness, accuracy, and adherence to credit approvalsEnsure timely disbursement of loan proceeds and proper documentationManage exception handling and resolve escalated funding issuesCustomer Interaction & ServicePromote respectful, solution-oriented customer engagement consistent with community banking valuesEnsure customers are treated fairly while achieving collection objectivesAct as escalation point for complex borrower situations, disputes, and hardship casesCollections OperationsOversee daily collection activities across delinquency buckets (early-stage to late-stage)Ensure timely follow-up on past-due accounts to minimize delinquency and charge-offsMonitor repayment arrangements, extensions, and loan modificationsHandle escalated or sensitive collection casesCustomer Service & SupportEnsure prompt, professional handling of customer inquiries and concernsAct as escalation point for complex or sensitive customer issuesPromote a high level of customer satisfaction through consistent delivery serviceSupport internal teammates with loan-related questions and processesCompliance & Risk ManagementEnsure adherence to all applicable regulations and internal policiesMonitor loan documentation and funding processes for accuracy and complianceIdentify and mitigate operational and fraud risksAssist with internal audits, exams, and quality control reviewsOperational Efficiency & ReportingTrack and report key performance metrics (e.g., funding turnaround times, error rates, service levels)Identify process improvement opportunities and implement workflow enhancementsCollaborate with underwriting, processing, servicing, and compliance teamsSupport system improvements and implementation of best practicesRequirementsBachelor's degree in business, Finance (preferred), or related field (or equivalent experience)4+ years of experience in consumer lending, loan operations, or customer service1–3 years of supervisory or leadership experienceKnowledge of loan documentation, funding processes, and customer service operationsStrong analytical, organizational, and communication skillsPresidential 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.