Loan Center Manager

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

• 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.
• Monitor LO team performance metrics; develop coaching strategies to improve quality, efficiency, and conversion.
• Guide the LO team in member engagement, loan consultation, STIP collection, and denial follow-up with consistent process flow.
• Support quality control and compliance reviews; oversee audit requests, reporting, and vendor due diligence for lending functions.
• Collaborate with internal teams (Branch, Digital Lending, Experience Center, Underwriting, Fulfillment, Credit Administration) on enhancements and escalations.
• Oversee operational support for loan origination system (LOS) updates and digital enhancements across lending functions.
• Review and enhance policies, procedures, and controls to meet regulatory, investor, and internal risk standards.
• Actively participate in strategic planning and lending initiatives to improve the overall member lending journey and achieve organizational goals.
• 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.
• 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.

Here are a few qualities we’d LIKE for you to have to make you more suited for this position.

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

Requirements :

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