Support onboarding and implementations for new clients and products, document procedures, train clients and internal teams, resolve operational issues, ensure SLAs, coordinate with operations leadership, recommend process improvements, and foster teamwork and client relationships to optimize outcomes.

Supervise and develop the onboarding operations team to ensure timely, compliant client onboarding. Manage staff training, SLAs, audits, ticket processing, process improvements, cross-department collaboration, program/project management, and reporting. Maintain procedures, data security, and contribute to product lifecycle from an operations perspective.

Handle inbound/outbound calls, faxes, and queues to resolve credit union, dealer, and member issues. Process and validate loan/lease applications, ensure compliance and documentation quality, fund loans, meet SLAs and call center metrics, educate partners on systems/programs, and collaborate on escalations and second reviews.