Leads credit operations by processing and decisioning applications, managing referrals and escalations, coaching team members, supporting onboarding, conducting quality checks, and ensuring responsible lending, AML, regulatory compliance, and risk mitigation. The role partners with credit risk, compliance, sales, operations, dealers, brokers, and other stakeholders while supporting underwriting quality, team performance, and selected projects.

Manages financial data integrity, reporting, governance, and automation. Develops SQL data models, Power BI dashboards, reconciliations, and reporting processes while supporting statutory, regulatory, management, and audit requirements. Analyzes financial KPIs, applies AI and automation to improve forecasting and decision-making, partners with Finance, Technology, and Data teams, and coaches team members.

Manages customer disputes and complaints, analyzes cases, assesses risk, determines resolutions, and engages customers to understand desired outcomes. Maintains accurate case records, follows regulatory requirements including RG 271, coordinates with Quality Assurance and Risk teams, identifies emerging issues, and contributes to improved customer service processes and experiences.