POSITION SUMMARY: Oversees all aspects of loan servicing (including HELOC & consumer loan document preparation) and document imaging responsibilities for all bank loan types, including commercial, Ag, consumer, residential mortgage, and secondary market loans. Coaches and develops loan servicing staff with open communication and works to build a culture characterized by teamwork and high morale. Teams with sales staff, credit administration staff and loan processing staff to meet/exceed service expectations of customers.
PRIMARY RESPONSIBILITIES AND ACCOUNTABILITIES:
Leads and develops Loan Servicing Specialists.
Supervises and directs the work flow of all loan servicing employees.
Oversees onboarding and training of new loan servicing employees.
Promotes teamwork and open communication within loan servicing areas and across other departments in the bank.
Monitors staff performance and recommends staffing changes as needed.
Stays knowledgeable and follows all bank policies and procedures; disseminates information to employees within the loan servicing areas.
Establishes and monitors performance objectives for direct reports. Conducts regular check-ins and provides follow-up with loan servicing employees on development and performance goals.
Assists Loan Operations Officer in coordinating loan servicing projects with appropriate personnel, including setting timelines, testing, and implementation.
Helps establish, review, and manage the quality, efficiency, and compliance of policies and procedures.
Reviews technical exceptions and deficiencies and implements improvements.
Establishes and applies processes and procedures for loan file maintenance.
Resolves complex loan servicing issues as needed.
Manages the servicing of the existing residential and secondary mortgage portfolios, including handling customer inquiries and overseeing escrow payments.
Supervises, develops and maintains the quality control process within the department.
Ensures compliance with all regulations including, but not limited to, HMDA.
Oversees the transaction process of participation loans sold and/or purchased on SFBs core system (Jack Henry), including participation payments and draws.
Supervises the process and paperwork required to complete the sale of FSA guaranteed loans.
Monitors timely and accurate investor and government-guaranteed loan reporting.
Serves as liaison between loan servicing team and internal/external teams.
Attends Loan Operations meetings.
Responds to internal and third-party audits in coordination with the Senior Credit Officer and Loan Operations Officer.
Coordinates with Deposit Operations and Retail staff to maintain accurate and consistent procedures.
SECONDARY RESPONSIBILITIES AND ACCOUNTABILITIES:
Verifies that proper approvals have been obtained and regulatory, credit policy and operational requirements have been met.
Assists in coordinating & preparing responses to various internal and external audits of the bank. Assists with regulatory exams as needed.
Complies with all government regulations and Bank policies and procedures, including Fair Lending and other non-discriminatory regulations.
Other duties as may be assigned.
TEAM/COMMITTEE ASSIGNMENTS:
Process Improvement Committee(s)
Compliance and Internal Controls
ROLE QUALIFICATIONS:
Education
Associates degree in a business curriculum desired
High School Diploma or equivalent required
Experience
A minimum of 3-5 years of experience working for a financial institution or similar company.
A minimum of 3-5 years of experience in either commercial/ag or mortgage/retail loan servicing is required. Experience with both is preferred.
A minimum of 3-5 years of experience supervising other employees.
Other Skills and Abilities
Strong communication skills, both written and verbal
Excellent leadership skills.
Ability to make timely decisions in a fast-paced environment.
Strong organizational skills. Can work independently and prioritize.
Ability to assess problems and/or unusual situations and develop logical solutions
Ability to deal with customers, employees, and external teams with tact, diplomacy and confidentiality.
Thorough knowledge/understanding of legal and regulatory matters and industry trends, or ability to seek answers using provided resources.
PERFORMANCE MEASURES:
Thoroughness and timeliness of services provided to internal and external customers.
Effectiveness of communications and development of good working relationships with co-workers and customers.
Ability to retain direct reports with limited turnover.
Performs all duties with accuracy.
WORKING CONDITIONS:
Work is performed largely within the Bank with limited chance for personal injury. Prolonged and frequent mental and visual concentration required. Periodic stressful situations in response to multiple priorities within established deadlines. Work hours are generally during normal business hours. Unscheduled evening and weekend work may be needed to meet the needs of customers and employees.
Occasional travel between offices and out-of-town/overnight business travel may be required.
Must be able to lift and move up to 20 pounds of office supplies and equipment. Some bending, turning, and twisting required.
GENERAL NOTICE:
This position description describes the general nature and level of work performed by the employee assigned to this position and should not be interpreted as all inclusive. It does not state or imply that these are the only duties and responsibilities assigned to the position. The employee may be required to perform other job-related duties. All requirements are subject to change and to possible modification to reasonably accommodate individuals with a disability.
This position description does not constitute an employment agreement between the Bank and employee and is subject to change by the employer as the needs of the Bank and requirements of the position change.
