Job Description

The SBA Operations and Servicing Director is responsible for the overall management of the SBA Department’s operations and servicing functions, including oversight of SBA loan processing, portfolio servicing, compliance, audit readiness, reporting, and team performance. This leader ensures the SBA portfolio is managed in accordance with Bank standards, SBA requirements, and applicable federal and state lending laws and regulations.

Member Experience and Service Delivery

• Ensure borrowers, internal partners, and external stakeholders receive responsive, accurate, and professional support throughout the SBA loan processing, servicing, and liquidation lifecycle.
• Facilitate timely resolution of past due and problem loans to support borrower communication, protect the Bank, and minimize potential losses.
• Authorize servicing actions as appropriate, including collateral releases, changes in loan terms, payment waivers, and due date changes.

Growth, Lending, and Revenue

• Oversee reporting and monitoring of performing and non-performing SBA loans, including the collection and review of required financial statements, tax returns, and other portfolio documentation.
• Maintain the SBA loan portfolio in alignment with regulatory compliance requirements and Bank expectations.
• Support SBA lending growth by ensuring loan processing, servicing actions, and portfolio management activities are timely, accurate, and scalable.

Operational Performance

• Oversee all SBA loan processing activities and direct the day-to-day work of the SBA processing department.
• Monitor department efficiency, workflow, accuracy, service levels, and operational performance.
• Manage all aspects of SBA servicing and liquidation lending functions, including analysis, structuring, approval, and documentation of servicing actions.
• Assist the processing team with SBA loan processing as needed to support quality, timeliness, and department objectives.
• Maintain preferred lender status with the SBA through disciplined execution, compliance, documentation, and portfolio management.
• Works a regular and predictable schedule.
• Complete other duties as assigned.

People Leadership and Talent Development

• Lead, train, coach, and develop SBA processing and servicing team members to improve performance, accuracy, accountability, and regulatory understanding.
• Provide direction, prioritization, and support to ensure the department can manage multiple loan types, deadlines, servicing actions, and audit requirements.
• Build a culture of ownership, collaboration, sound judgment, and continuous improvement within the SBA Department.

Technology, Workforce Management, and Process Improvement

• Identify opportunities to improve SBA processing, servicing, liquidation, monitoring, reporting, and audit response processes.
• Suggest and implement policy, procedure, workflow, and process changes necessary to strengthen department performance and compliance.
• Use systems, reporting tools, portfolio data, and documentation controls to improve efficiency, accuracy, visibility, and follow-through.

Risk Management and Compliance

• Interact with regulators, internal auditors, external auditors, and the SBA to ensure compliance with federal and state lending laws, SBA requirements, and Bank policies.
• Maintain audit-ready SBA loan files, servicing records, monitoring documentation, and portfolio reporting.
• Lead internal and external SBA audit support, including pre-review of audit selections, preparation of responses, follow-up on action items, and oversight of SBA PARRIS audit results.
• Analyze servicing and liquidation actions with a focus on risk mitigation, regulatory compliance, collateral protection, and loss minimization.

Strategic and Enterprise Leadership

• Partner with commercial leadership to align SBA operations, servicing, liquidation, audit, and compliance functions with the Bank’s broader lending strategy and risk appetite.
• Represent the SBA Department with professionalism, credibility, and subject matter expertise in interactions with leadership, regulators, auditors, the SBA, and internal business partners.
• Help strengthen the SBA platform by balancing operational excellence, compliance discipline, portfolio quality, and service to borrowers.

Who We Are (UCCU)

In 1955, a BYU faculty member discovered a concept that would change everything: a financial institution owned not by stockholders, but by the people it served. He and six colleagues each put in $5 from their own pockets. They could not afford office space, so they set up a table on a stair landing in a campus building. They had no vault, so they kept their assets in a cast-iron tub. From those humble beginnings, Utah Community Credit Union was born.

Seventy years later, UCCU has grown into one of the fastest-growing credit unions in the nation, serving more than 185,000 members across the Wasatch Front and beyond, with over $3 billion in assets and a clear ambition to reach $10 billion by 2033. What has never changed is the founding philosophy: people helping people. UCCU is still not-for-profit, still member-owned, and still driven by a mission to help members improve their financial strength, achieve their goals and dreams, and love where they bank.

UCCU's growth today is both organic and strategic. The recent acquisition of TransWest Credit Union added four branches to the network. Membership in the Allpoint ATM network expanded reach beyond its physical footprint. A landmark $7 million partnership with Utah Tech University deepened UCCU's roots in higher education and community investment. CEO Justin Olson, who has served UCCU for more than two decades in roles including CIO before stepping into the top seat, has set a clear vision for where the organization is going: "We envision UCCU as a vibrant, $10 billion institution by 2033, fueled by talented, purposeful people. Our members are at the heart of everything we do."

Why UCCU

UCCU is building something special. The organization is in a deliberate, well-resourced growth phase with a long-term strategy, a strong balance sheet, and leadership that has earned the trust of both members and employees over decades. For the right leader, this is not a role where you come in to manage steady state. It is a role where you help build the talent engine that fuels the next chapter.

Our commitment is to create an experience where employees say, "I LOVE working here because I LOVE who I’m becoming while inspiring people to LOVE where they bank." We’re focused on and invest in helping you become a better leader - from the boardroom to the family room and bank to the backyard.

UCCU holds itself to a high standard of honesty, professionalism, and integrity. Its culture is built on commitment to outstanding service, respect for others, and fiscal responsibility. Leaders here are expected to model the culture, invest in people, and lead with both strategic vision and executional discipline.

The service center sits at the center of all of it. It touches every member segment, every product, and every channel. The VP Service Center is one of the most consequential operating roles in the organization, and one of the most visible opportunities for a leader who wants to make a real difference.

Who You Are

You are an experienced SBA operations and servicing leader who understands the balance between growth, compliance, documentation quality, portfolio risk, and borrower service. You bring strong technical SBA knowledge, proven people leadership, and the ability to manage complex servicing and liquidation matters while keeping teams focused, organized, and accountable.

What You Bring

• Proven experience managing SBA loan operations, processing, servicing, liquidation, portfolio monitoring, audit response, and compliance functions.
• Demonstrated ability to lead, train, and develop people while managing departmental workflows, priorities, performance, and efficiency.
• Strong knowledge of SBA servicing and liquidation requirements, preferred lender expectations, loan documentation, collateral administration, past due loan resolution, and regulatory compliance.
• Experience interacting with regulators, auditors, SBA representatives, internal leadership, lending teams, and other stakeholders.
• Sound judgment in analyzing servicing actions, structuring solutions, authorizing loan term changes, managing collateral releases, and minimizing potential losses.

What We Value

• Integrity, accountability, and disciplined execution in a highly regulated lending environment.
• Leadership that builds trust, develops talent, and creates clarity in complex operational settings.
• Strong attention to detail, risk awareness, and commitment to maintaining audit-ready files and compliant processes.
• Proactive problem solving, continuous improvement, and ownership of department outcomes.
• Professional communication with borrowers, team members, leadership, auditors, regulators, and SBA partners.
• Bachelor's degree.
• 5-8 years of experience.

What Success Looks Like

• The SBA Department operates efficiently, accurately, and in alignment with Bank standards, SBA requirements, and applicable lending regulations.
• SBA loan processing, servicing, liquidation, monitoring, and reporting activities are completed on time and with strong documentation quality.
• Preferred lender status is maintained through sound processes, compliance discipline, and effective portfolio management.
• Performing and non-performing SBA loans are actively monitored, required documentation is collected, and potential risks are identified and addressed early.
• Internal and external audits, including SBA PARRIS-related reviews, are well prepared, well documented, and followed through to resolution.
• The SBA team is well trained, accountable, engaged, and able to manage workload, complexity, and service expectations effectively.

Compensation

Compensation will be based on experience, qualifications, and market alignment. The total package includes a competitive base salary, annual incentive opportunity tied to personal and organizational performance, and comprehensive benefits consistent with UCCU's commitment to its employees.

Equal Opportunity Statement

UCCU is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all individuals without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable law.