Indirect Loan Processor III

Job Title: Indirect Loan Processor III Status: Non-exempt Reports to: Manager - Processing and Fulfillment Department: Dealer Services Ops - Processing Job Code: 1805 Pay Range: $25.40 - $28.00 Hourly Location: Remote WHO WE ARE: Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values. WHO YOU ARE: You independently manage complex, high-risk indirect loan scenarios from intake through funding, ensuring accuracy, compliance, and timely resolution while supporting a strong dealer and member experience. You are a independently manage complex, high-risk indirect loan scenarios from intake through funding, ensuring accuracy, compliance, and timely resolution while supporting a strong dealer and member experience. You lead through influence by coaching peers, supporting daily workflow needs, resolving escalations, and identifying trends and improvement opportunities that strengthen processes, reduce risk, and enhance operational performance. WHAT YOU'LL DO: • Acts as a primary point of contact for dealership partners and borrowers, communicating via phone and email to resolve issues, clarify requirements, and ensure a positive funding experience. • Acts as a step-down leader when management is unavailable, supporting daily workflow management, issue escalation, and team communication. • Manages a high-volume pipeline of indirect loans, prioritizing workload to meet strict turnaround times and service level expectations. • Provides guidance, coaching, and informal training to junior or less experienced processors. • Serves as an escalation point for complex loan scenarios, dealer issues, or policy interpretation. • Supports leadership by assisting with the review, maintenance, and accuracy of job aids, procedures, and operational guidelines, including incorporating policy/process updates and clarifications identified through day-to-day exceptions and escalations. • Actively supports the team by responding to questions and providing real-time guidance through internal chat channels, and assists team members with complex loan scenarios, documentation discrepancies, and procedural interpretation to ensure accuracy, compliance, and timely funding. • Develops and distributes monthly team newsletters to communicate updates related to policy changes, process enhancements, system updates, performance trends, and best practices. • Proactively provides actionable feedback and recommendations to leadership aimed at enhancing efficiency, quality, compliance, and the overall team and dealer experience, including identifying recurring exceptions and opportunities to reduce rework. • Identifies trends, recurring issues, and improvement opportunities through day-to-day operations and collaboration with cross-functional partners to support operational effectiveness and member satisfaction. • Works closely with internal teams (Dealer Services Underwriting, Compliance, Risk, Fraud, Membership, Dealer Relationship Managers, and Operations leaders) to ensure dealership and member needs are met. • Maintain an advanced, current understanding of applicable state and federal laws/regulations and internal requirements (including BSA/AML, CIP/OFAC, and related compliance obligations); apply them consistently; and serve as a resource to teammates by interpreting requirements and reinforcing controls throughout the funding process. • Accountable for meeting established quality assurance standards and performance metrics by completing work accurately the first time, following required checklists/controls, meeting productivity and timeliness targets, and promptly correcting errors. Analyze quality results and rework trends to identify root causes, recommend corrective actions, and reinforce best practices with peers. • Identify root causes of dealer/member or operational issues (including recurring documentation defects and funding delays), recommend practical solutions, and lead or support continuous improvement efforts (job aids, knowledge sharing, workflow enhancements, and control refinements) to improve team consistency and throughput. • Deliver consistent, high-quality service to dealers, members, and internal partners by actively listening, confirming needs, explaining next steps in plain language, setting realistic timelines, and following through on commitments. Own escalations and time-sensitive funding issues by coordinating stakeholders, de-escalating concerns, documenting outcomes, and ensuring timely closure. • Review and analyze application data and supporting documentation to ensure consistency, completeness, and compliance; independently clear complex stipulations/conditions; and resolve documentation exceptions (e.g., contract discrepancies, payoff variances, proof-of-income anomalies, insurance/registration requirements). Perform required research and validations and complete accurate system updates with a focus on audit readiness and record retention standards. • Obtain, validate, and track required Department of Motor Vehicles (DMV) documentation, when needed, to ensure lien perfection and proper recording of the credit union’s interest in collateral; provide guidance on complex title scenarios (e.g., out-of-state titles, dealer payoffs, lien releases, registration holds, and corrections). • Partner with peers and cross-functional teams (e.g., branches, Member Service, Vehicle Services, Dealer Relationship Managers, and back-office areas) to resolve escalations, clear complex conditions, and coordinate efficient handoffs that prevent delays and reduce rework. Act as a point of contact for higher-complexity files and assist with training and knowledge transfer as needed. • Perform advanced post-preparation quality control by auditing executed loan documents and operational reports to verify signatures, dates, required disclosures, document indexing/filing, and procedural compliance. Lead remediation on identified discrepancies (e.g., documentation corrections and dealer follow-up), document resolution, and escalate material exceptions, control breakdowns, or potential loss exposure in accordance with guidelines. • Maintain expert working knowledge of Golden 1 lending policies, procedures, and systems; apply them to complex scenarios to support consistent decisioning support, accurate document preparation, and compliant loan fulfillment. Provide guidance to teammates on policy interpretation and documentation standards within established parameters. • Provide operational support through professional email and Teams chat correspondence; respond to dealership and Dealer Relationship Manager inquiries; serve as a resource for escalated calls and time-sensitive funding issues; and complete audits or targeted reviews as assigned. Assist with onboarding/training support by sharing best practices and answering procedure questions. • Identify and assess red flags and mitigate potential fraud, suspicious activity, and identity theft by applying established controls and enhanced scrutiny for higher-risk scenarios; document findings thoroughly; and lead timely escalation and coordination with appropriate partners in accordance with policy. • Conduct member interviews as needed; perform financial calculations and proof-of-income analysis (including more complex income types and stipulations); obtain and validate information required to satisfy loan conditions; and confirm readiness for funding in accordance with credit union requirements. Provide coaching/feedback to peers on documentation quality and stipulation clearing approaches. • Prepare and quality-check loan documents for member signature; ensure complex documentation packages are complete and compliant;