Consumer Loan Servicing Supervisor
ORNL Federal Credit Union, Knoxville, TN, United States
Northshore
2077 Town Center Blvd
Knoxville, TN 37922, USA
The deadline to apply for this opportunity is April 28, 2026.
This position is based at Northshore - 2077 Town Center Blvd Knoxville, TN 37922. This position is hybrid/remote (expected to be in the office two to three days a week).
Job Summary The Consumer Loan Servicing Supervisor oversees the daily operations of the Consumer Loan Servicing team to ensure accurate processing, documentation integrity, regulatory compliance, and timely completion of servicing activities. This role monitors workflow, service levels, and quality control standards to maintain operational efficiency and portfolio protection. This position ensures adherence to credit union policies and all applicable NCUA, state, and federal regulations while driving continuous process improvement and supporting a consistent, positive member experience.
Essential Functions and Responsibilities
Supervises the Consumer Loan Servicing team, including hiring, training, and performance management. Sets clear expectations and goals to drive productivity and operational excellence while providing coaching to enhance skills and performance. Fosters a positive, collaborative culture and strong interdepartmental relationships to maintain a high‑performing team environment.
Oversees daily Loan Servicing operations, ensuring accurate processing, documentation integrity, and timely completion of servicing activities in compliance with credit union policies, internal procedures, and all applicable NCUA, state, and federal regulations. Monitors workflow, service levels, and quality control standards to maintain operational efficiency and regulatory adherence.
Conducts in‑depth research to resolve escalated member issues, delivering timely and effective resolutions that support a positive member experience. Provides prompt and thorough feedback to the VP of Consumer Loan Servicing to ensure awareness and appropriate follow‑up.
Participates in special projects, reviews, and cross‑functional initiatives in support of departmental and organizational objectives. Develops, runs, and monitors monthly Consumer Loan Servicing reports, including but not limited to Metro 2 data files, decedent member reports, MLA and SCRA reporting, total loss reports, and loan reviews to ensure accuracy, compliance, and operational integrity.
Performs other job‑related duties as assigned.
Experience Three or more years of experience in consumer lending and/or consumer loan servicing is required. One or more years of supervisory or leadership experience is preferred.
Education A high school diploma or GED is required. A bachelor's degree in a business‑related field is preferred.
Other Skills Required
Proficiency in data analysis and reporting, with the ability to interpret KPIs and performance metrics to drive informed decision‑making and operational improvements
Must be proficient in Microsoft 365, including Word, Excel, and PowerPoint
Excellent organizational and analytical skills
Ability to communicate clearly and professionally with all levels of an organization
Excellent written and verbal communication skills, including business writing ability
Excellent time management skills and accustomed to working with deadlinesMust be detail‑oriented and be able to maintain a high level of accuracy
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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The deadline to apply for this opportunity is April 28, 2026.
This position is based at Northshore - 2077 Town Center Blvd Knoxville, TN 37922. This position is hybrid/remote (expected to be in the office two to three days a week).
Job Summary The Consumer Loan Servicing Supervisor oversees the daily operations of the Consumer Loan Servicing team to ensure accurate processing, documentation integrity, regulatory compliance, and timely completion of servicing activities. This role monitors workflow, service levels, and quality control standards to maintain operational efficiency and portfolio protection. This position ensures adherence to credit union policies and all applicable NCUA, state, and federal regulations while driving continuous process improvement and supporting a consistent, positive member experience.
Essential Functions and Responsibilities
Supervises the Consumer Loan Servicing team, including hiring, training, and performance management. Sets clear expectations and goals to drive productivity and operational excellence while providing coaching to enhance skills and performance. Fosters a positive, collaborative culture and strong interdepartmental relationships to maintain a high‑performing team environment.
Oversees daily Loan Servicing operations, ensuring accurate processing, documentation integrity, and timely completion of servicing activities in compliance with credit union policies, internal procedures, and all applicable NCUA, state, and federal regulations. Monitors workflow, service levels, and quality control standards to maintain operational efficiency and regulatory adherence.
Conducts in‑depth research to resolve escalated member issues, delivering timely and effective resolutions that support a positive member experience. Provides prompt and thorough feedback to the VP of Consumer Loan Servicing to ensure awareness and appropriate follow‑up.
Participates in special projects, reviews, and cross‑functional initiatives in support of departmental and organizational objectives. Develops, runs, and monitors monthly Consumer Loan Servicing reports, including but not limited to Metro 2 data files, decedent member reports, MLA and SCRA reporting, total loss reports, and loan reviews to ensure accuracy, compliance, and operational integrity.
Performs other job‑related duties as assigned.
Experience Three or more years of experience in consumer lending and/or consumer loan servicing is required. One or more years of supervisory or leadership experience is preferred.
Education A high school diploma or GED is required. A bachelor's degree in a business‑related field is preferred.
Other Skills Required
Proficiency in data analysis and reporting, with the ability to interpret KPIs and performance metrics to drive informed decision‑making and operational improvements
Must be proficient in Microsoft 365, including Word, Excel, and PowerPoint
Excellent organizational and analytical skills
Ability to communicate clearly and professionally with all levels of an organization
Excellent written and verbal communication skills, including business writing ability
Excellent time management skills and accustomed to working with deadlinesMust be detail‑oriented and be able to maintain a high level of accuracy
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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