Head of Consumer Services

WHAT YOU WILL DO EVERYDAY

As the Head of Consumer Services you will lead plan direct organize and control the activities of all consumer lending products services and virtual branch channels. This role is accountable for strategic direction financial performance pricing discipline portfolio health budgeting and member experience across indirect and direct auto lending credit cards unsecured consumer lending student lending and home equity lines of credit (HELOCs).

Through direct leadership of the VP of Specialized Services and the Manager of Consumer Loan Operations this role provides seniorâlevel direction for the Virtual Branch digital account opening and servicing consumer loan servicing central underwriting HELOC operations consumer loan quality control and related lending support functions. This position serves as the senior business owner for consumer lending product strategy pricing vendor relationships operational workflows systems direction and digital lending delivery. The Head of Consumer Services reports to the Chief Growth Officer and partners with leaders across Consumer Services Digital Finance Risk Marketing and Technology to ensure consumer lending and virtual delivery programs are competitive scalable compliant and aligned with Interra Credit Unions growth and member experience objectives.

Department Oversite: Consumer Sales Consumer Loan Operations Virtual Branch

HOW YOU WILL MAKE AN IMPACT

30% Provide enterprise leadership for all consumer lending products including indirect auto direct auto credit cards unsecured consumer loans student loans and HELOCs. Develop and execute consumer lending strategies that balance growth profitability risk and member value. Analyze portfolio performance pricing effectiveness and market competitiveness; provide insights and recommendations to senior leadership and Board committees. Own consumer loan pricing strategy across all products including rate tiers dealer reserves fees and promotional pricing in alignment with ALCO direction. Develop and manage the annual consumer lending budget; monitor performance against plan and ensure budget adherence.

20% Provide senior leadership for Consumer Loan Operations establishing direction for consumer loan servicing central underwriting HELOC operations quality control and operational execution. Additionally provide senior leadership and overall strategic direction for the Virtual Branch including Virtual Advisors digital account opening servicing onboarding and virtual member support activities. Ensure consistent highâquality member experiences across virtual lending and digital servicing touchpoints.

20% Serve as senior owner for consumer lending vendor relationships including selection contracting performance management and renewal decisions. Provide strategic oversight of lending systems administration including platform configuration priorities workflow design forms rate updates and vendor integrations. Lead continuous improvement of consumer lending workflows across digital branch indirect and partner channels.

20% Ensure strong operational controls audit readiness regulatory compliance and timely resolution of findings across consumer lending operations. Partner with Risk and Compliance to ensure lending strategies and processes align with regulatory expectations and internal policies.

10% Partner with Marketing to design and execute product launches promotions and goâtoâmarket strategies for consumer lending products. Collaborate with Digital Technology Finance Risk and Consumer Services leaders on system enhancements process redesign and experience optimization initiatives. Represent consumer lending strategy performance and priorities to senior leadership and Board committees.

-- Must comply with all company policies and procedures applicable laws and regulations including but not limited to the Credit Union Secrecy Act the USA PATRIOT Act and the Office of Foreign Assets Control. Must comply with all company policies and procedures applicable laws and regulations including but not limited to the Bank Secrecy Act the USA PATRIOT Act and the Oice of Foreign Assets Control.

WHAT YOU WILL NEED TO SUCCEED

Experience

10 years experience in Consumer Lending within the financial industry plus 7 years management experience.

Education / Certifications / Licenses

Degree in Business Management or a related field (Will consider experience in lieu of degree). Must have and maintain a valid drivers license.

PREFERRED SKILLS

- Deep expertise in consumer loans financing and indirect loans.

- Advanced understanding of legislative regulatory and compliance processes impacting consumer lending.

- Strong command of financial systems data platforms and credit union operating systems with the ability to leverage technology for efficiency and insight.

- Exceptional decision-making strategic thinking and analytical skills with the ability to interpret complex data and provide actionable insights.

- Executive presence with excellent interpersonal skills to represent Interra professionally and positively with members regulators community leaders and internal stakeholders.

- Demonstrated commitment to culture community engagement and advancing Interras mission and values.

- Proven ability to build and maintain high-trust relationships across all levels of the organization and with external partners; skilled in conflict resolution and collaboration.

- Strong negotiation skills with experience in contract and vendor management.

- Outstanding communication organization and leadership skills; able to inspire teams and foster cross-functional collaboration.

- Proficiency in Microsoft Office Suite (Outlook Word Excel PowerPoint) with the ability to create executive-level reports and presentations.

INTERPERSONAL SKILLS

- The ability to motivate or influence internal or external senior level professionals is a critical part of the job requiring a significant level of influence and trust.

- Obtaining cooperation and agreement on important outcomes via frequently complex senior level dialogues as well as a professional level of written communication skills are essential to the position.

- Ability to deal with people (listen understand and identify needs) and facilitate training for staff as needed.

COMPETENCIES

- Drive Engagement - Demonstrates drive and fosters an inclusive environment that motivates others. Alters approach to each person to promote optimal performance and commitment to the Interra mission vision and objectives.

- Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.

- Drive Results - Consistently accomplishes goals even under adverse conditions. Has a strong bottom-line orientation. Pushes self and helps others achieve results.

- Foster Innovation Explores new and better ways of doing things. Encourages innovation of ideas processes and behaviors. Promotes activities that create greater efficiencies and/or experiences. Puts innovative ideas into practice.

- Manage Complexity Makes sense of complex information processes and activities to effectively solve problems. Defines situations accurately before determining problems and formulating approaches to solutions; is able to accomplish complex tasks with minimal guidance or instruction.

- Strategic Agility - Anticipates future possibilities and consequences clearly. Uses broad knowledge and perspective to forecast trends accurately. Future oriented and creates competitive strategies and plans.

ADA REQUIREMENTS

Physical Requirements

- Able to bend sit and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.

- Must be capable of climbing / descending stairs in an emergency situation.

- Must be able to operate routine office equipment including computer terminals and keyboards telephones copiers facsimiles and calculators.

- Must be able to routinely perform work on computer for an average of 6-8 hours per day when necessary.

- Must be able to work extended hours or travel off site whenever required or requested by management.

- Must be capable of regular reliable and timely attendance.

Working Conditions

- Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

- Must be able to perform job functions independently and work effectively either on own or as part of a team.

- Must be able to plan and direct the work activities of self and others.

- Must be able to read and carry out various complicated written and oral instructions.

- Must be able to speak clearly and deliver information in a logical and understandable sequence.

- Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.

- Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.

- Must be able to effectively handle multiple simultaneous and changing priorities.

- Must be capable of exercising highest level of discretion on both internal and external confidential matters.

ACKNOWLEDGEMENT

Nothing in the position description restricts managements right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time. Interra Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color religion sex/gender national origin disability age or any other category protected by law.

Required Experience:

Director