Loan Servicing Manager

Overview/Summary:

Assist Director of Loan Servicing in organizing and managing day-to-day activities for the Commercial Loan Team within Loan Servicing. Assist the Director of Loan Servicing in planning and coordinating the activities of the Loan Servicing Department in conformance with established Bank policies, procedures, and objectives. Work with other departments to ensure loan functions are efficient and effective for the team and business partners. Participate in small or large projects relating to all loan types as assigned by the Director of Loan Servicing. Oversee day-to-day process to effectively avert losses and mitigate operational risk. Assist in all aspects of individual and team development and performance for the loan team members.

Primary Accountabilities/Responsibilities:

• Operations/Risk Management: Assist Director of Loan Servicing in overseeing the formulation, implementation, and adherence of specific operation's strategies, performance metrics, policies, and standards. Identify opportunities to apply broad knowledge of operations management to improve profitability. Recommend and lead efforts to increase the operation's productivity, reduce costs, and improve customer service. Ensure accuracy and the highest levels of data integrity. Document and communicate operational risk exposures and internal control weaknesses to the Director of Loan Servicing. Implement and sustain strong control environment and disciplines which will include: the development and maintenance of written operation procedures for all daily, monthly, quarterly and yearly loan operations tasks. Define and implement controls to ensure duties are executed accurately and as scheduled. Ensure that data quality on systems of record are compliant with bank policy, laws and regulations.
• Staff Supervision: Predominantly manage all aspects of individual and team development and performance including, but not limited to hiring and selection, performance management, coaching and mentoring, reward and recognition, career planning, succession planning, and retention. Leverage the diversity, talents, and ideas of the people on the commercial team to deliver the highest output.
• Continuous Improvement: Assist Director of Loan Servicing in planning and implementing projects to increase efficiency, streamline processes, solve recurring problems and speed delivery within area of responsibility. Conduct quantitative and qualitative analysis to implement process improvements. Present strategies for process improvements to higher management.
• Customer Service: Track data to ensure quality of customer service and adherence to related Bank, legal, and regulatory policies and procedures. Directly handle larger and/or complex matters that may have contact with customers. Act as a liaison with other support areas in resolving customer concerns. Anticipate and recommend additional policies, procedures, products, and solutions to improve service.
• Communication: Interpret and clearly communicate information, educate others, and make recommendations to effectively impact operations. Use appropriate communication tools to inform, persuade, direct, and influence individuals at different levels, both internal and external to the bank.
• Project Management: Serve as a subject matter expert and liaison to the department. Works on projects as assigned by Director of Loan Servicing.
• Refers sales opportunities to other departments or bank affiliates in support of established objectives.
• Keeps abreast of regulatory, competitive and investor regulations and developments within the area of lending. Ensure that departmental operations are in compliance with applicable laws and regulations.

Position Qualifications:

• 5+ years Commercial Loan or related Servicing experience.
• Broad based knowledge and experience in managing in a financial service-related environment.
• Demonstrates the ability to successfully plan and direct appropriate activities for the Loan Servicing Commercial team with a strong attention to detail to identify and ensure efficiencies are gained.
• Proven leadership ability in managing a team.
• Ability to change individual and team's directions quickly to react to shifting business priorities.
• Excellent written and oral communication skills, interpersonal skills, and advanced negotiation skills. Ability to successfully interact with and influence senior management, peers, direct reports, external customers, and internal customers.
• Critical and strategic thinker. Seasoned problem solving, analytical, and decision-making skills.
• Bachelor's degree preferred.

Independent Action:

• Establishes short-range plans and objectives within the scope of Bank-wide policies and goals.
• Consults with manager regarding policy interpretation or exceptions.