Director of Loan Operations

Job Type

Full-time

Description

SUMMARY

For those seeking to deliver the latest financial solutions rooted in trustworthy, high-quality service, Charlesbridge, a mutual bank holding company, provides operational support, resources, legacy, and innovative thinking to financial institutions so they can deliver a suite of flexible, personalized solutions designed to meet the evolving needs of our clients and our communities. Our local roots, dedication to the communities we serve, loyalty to our people, and commitment to excellence ensure that we remain a trusted partner in an ever-evolving financial journey, today and tomorrow. While our employees are committed to helping our clients, we are committed to our employees. To support our employees, we offer a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare Subsidy, Retirement, Life Insurance, and many other benefits.

The Director of Loan Operations is a senior leadership position responsible for the overall management of Loan Operations and Servicing of the Company's loan portfolios reporting to Chief of Banking Operations. Director has full management responsibility of multiple teams spanning both consumer and commercial disciplines, including management of people of varied levels and expertise, budget and planning, and further including performance evaluation, compensation, hiring, and budget recommendations. This role will be responsible for providing guidance to colleagues, building strong alliances with business partners, taking point on issue resolution, and establishment of appropriate controls over core systems to reduce errors and increase operational efficiency.

This role requires an in-depth understanding of operational functions supporting multi-business disciplines including, Mortgage (held for sale and portfolio), Home Equity, Consumer Collections, Commercial (including CRE and C&I), Small Business. These functions include loan funding and booking, loan servicing, investor services and loan sales, escrow, insurance, collateral maintenance, charge-offs (both commercial and consumer), financial reporting and data integrity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage all operational and servicing support functions for the Company's Consumer, Commercial and Small Business loan portfolios. This includes back end life-cycle of all loans in a complex loan environment, including servicing of CRE and C&I.
• Manage all operational and servicing support functions for the Company's Consumer loan portfolios including Mortgage (portfolio and held for sale) and HELOC. This includes back-end life cycle of all loans.
• Manage all operational support of Mortgage Investor Services to ensure prompt payment and delivery of required documentation to investors in accordance with established guidelines.
• Senior oversight of Consumer Collections Department.
• Develop, implement and manage strategic goals of the Loan Operations Department measured by established KPI's.
• Oversee all aspects of the loan operations (portfolio and sold), including, new loan accounts (funding and on-boarding), loan advance requests, payments and reconciliations, tax and insurance escrow analysis and administration, investor services, swaps, letters of credit, collateral, account reconciliation.
• Identify, develop and implement process improvement efficiencies across areas of responsibility. Leverage innovation and resources to achieve measurable results.
• Manage all applications utilized within areas of responsibility, including upgrades, fixes, enhancements or conversions as needed for growth or functional capacity.
• Maintain and demonstrate proficiency with loan software applications (FIS IBS, FCM, Encompass, Abrigo and nCino).
• Work with system providers to utilize applications to fullest capacity, streamlining processes and procedures, ensuring accuracy and compliance.
• Prepare operating budget and manage the budget effectively.
• Interview, hire and train employees; planning, assigning, and directing work; employee performance management; address complaints and resolving problems.
• Develop colleagues through coaching. Identify individual skill sets, maximize utilization of strengths and develop skill sets.
• Ensure proper segregation of duties, develop and maintain work flows for all stages of loan input and verification procedures for all processes.
• Senior point of contact for Internal Audit, Compliance, Portfolio and Enterprise Risk.
• Maintain working knowledge of and adherence to all State and Federal Banking Regulations to ensure compliance, including, but not limited to CFPB, CRA, Fair Debt Collection, Fair Lending, FCRA/FACT, flood, foreclosure laws, GLBA, HPA, RESPA, FNMA, FHLMC, SBA, Mass Housing and other MA and RI general laws. Stay informed of new regulations and policies ensuring necessary changes or recommendations are implemented.
• Complete all internal Company training as assigned and required.
• Adhere to the Company's privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
• Exhibit the ability and desire to embrace and enhance the Company culture.

SUPERVISORY RESPONSIBILITIES

The Director of Loan Operations is a senior leadership position responsible for the overall management of Loan Operations and Servicing of the Company's loan portfolios reporting to Chief of Banking Operations.

Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.

Requirements

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Bachelor's degree required.
• 10+ years of experience of strong operational management experience.
• Established knowledge of both Commercial and Consumer Loan Servicing.
• Proven ability to establish strong business partnerships in a fast paced, dynamic environment.
• Successful track record as manager of managers, as well as manager of individual contributors. Ability to inform, educate and influence employees to support corporate goals and objectives.
• Established excellence in business unit project management, including analytical and research skills with a demonstrated ability to manage projects from inception through completion.
• Superior written, verbal and presentation skills to communicate effectively with a wide range of employees, internal departments and external customers.
• Strong technology skills, including knowledge of loan products and loan system applications.
• Proven ability to drive process improvement initiatives.

SKILLS

• Basic knowledge of the banking and financial services industry including federal laws and regulations
• Willingness to gain new knowledge and technical skills.
• Intermediate typing skills to meet the production needs of the position.
• Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
• Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk; use sufficient hand, arm and finger dexterity or feel objects, tools, or controls. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

KEY POINTS

Charlesbridge is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws.

Here at Charlesbridge, we strive to foster a culture where every voice is valued and where employees have a sense of belonging and connection with each other. We are dedicated to creating a work environment that understands, supports, and welcomes diverse perspectives and backgrounds. Together, we will create an inclusive and culturally competent and supportive environment where employees model behavior that enriches both Banks and the communities we support.

EOE/F/M/Vet/Disabled

Salary Description

$155,000 - $190,000