Job Details

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Join to apply for the Loan Servicing Manager role at Exchange Bank

The Loan Servicing Manager provides leadership and direction to the loan servicing functions, including funding and disbursements, Boarding for our commercial, consumer, mortgage, and small business lending, SBA and participation servicing, and loan customer service. This role directs the organization and resources of the team to enhance functionality, achieve operational efficiencies, ensure quality service, mitigate risk, and deliver upon Exchange Banks service level agreements.

Essential Functions

• General Management:
• Lead the team of Boarding, Funding and Disbursement, Servicing, and SBA/Participation staff for long term growth and success.
• Mentor employees and assist with skills development through coaching and training.
• Evaluates team members to determine knowledge of policy/guidelines, products, compliance requirements, etc.
• Implement training, cross-training, and continuing education initiatives.
• Manage staffing and work queues to ensure service level agreements are met.
• Utilize accountability matrix to ensure "we get it right the first time".
• Collaborate with other Loan Service Center managers to strategically plan, develop and execute effective pipeline management initiatives and ensure robust file review and quality control processes are in place.
• Analyze departmental workflows and utilize technology to establish and achieve service level standards. Initiate changes to reduce duplication of effort, increase productivity, improve efficiency, and ensure high-quality output.
• Establishes and maintains an effective follow up methodology to support achievement of the department's Service Level Agreement (SLA) goals and individual productivity goals.
• Establish and maintain quality customer service standards for the team.
• Partner cross-functionally to resolve and/or mitigate escalated issues.
• Utilize exemplary communication and relationship-building skills to establish, foster, and maintain successful working relationships with internal and external business partners.
• Establish adequate quality control metrics for critical team functions.
• Maintain oversight of pipeline volume, provide tracking and reporting, and ensure that all tasks are completed in compliance with both Bank and regulatory guidelines.
• Oversee strategic initiatives within Loan Servicing functions, evaluating processes, systems, policies, and procedures, to develop and implement effective best practices.
• Originate and direct implementation of Loan Servicing policies and procedures.
• Evaluate the performance of direct reports, conduct evaluation interviews, and recommend appropriate salary adjustments, training, education, and possible advancement opportunities.
• Meet with Risk and Compliance managers on a regular basis to ensure that existing policies and procedures provide adequate controls to mitigate risks.
• Remain current on all new and existing regulations to ensure team compliance within the Loan Servicing function. Must adhere to and comply with applicable laws, regulations and guidelines relevant to Loan Servicing functions.
• Ensure a minimum satisfactory rating on audits.
• Manages and approves time reporting entries, time off schedules, performance and disciplinary issues within the team.
• Project Work and Consultation:
• Collaborate with executive management, Application Support, and others to review and provide input related to system software selection, configuration, testing, implementation and enhancements.
• Lead and facilitate completion of Loan Servicing projects, ensuring that they are completed by each unit as assigned.
• Manage and test the core loan systems including IBS and Abrigo. Roll out and implement new programs and processes.
• Direct staff to analyze existing processes, fostering a continuous improvement mindset, and recommend workflow and related automation solutions to improve efficiency to ensure consistent and timely results. Collaborate with cross-functional business partners to facilitate implementation of recommended solutions.
• Participate in the research and effective deployment of new technologies.
• Ensure software applicable to Loan Servicing functions is properly implemented, fully utilized and maintained.
• Develop and maintain key vendor relationships.
• Loan Processing:
• Maintain, run, review and verify reports from IBS core system and Abrigo.
• Manage formal Customer Complaints for all Loan Service Center functions.
• Oversee customer credit bureau disputes via e-Oscar software, including process verification and reporting to Compliance Committee.
• Establish verification process to ensure underwriting and funding condition are approved prior to settlement and booking.
• Non-Essential Functions:
• Perform other job duties as needed to ensure team effectiveness or as assigned.
  

Required Experience And Qualifications

• 6 years of experience in loan operations management; managing a customer-focused operations team within the financial services industry. Experience in loan servicing, funding, and booking is preferred.
• Bachelor's degree in business or related field; or an equivalent combination of education and experience.
• Ability to identify redundancies and inefficiencies, make recommendations, and successfully implement solutions.
• Record of successfully managing process improvement projects of a varied and complex nature.
• Strong analytical, process, and people skills.
• Effective verbal and written communication skills, and the ability to communicate effectively in-person as well as using technology.
• Ability to work proactively and operate accurately and efficiently in a fast-paced environment with variable deadlines.
• Exceptional time management and organizational skills, and strong attention to detail.
• Ability to work on-site and attend early morning and evening meetings and events as needed.
• Experience with applicable software, including: Abrigo, IBS Insight, and Image Centre
  
  

Physical Requirements

Office Worker: Ability to stand, bend, stoop, sit, walk, twist and turn. Ability to lift up to 15 pounds occasionally. Indoor office work environment with a majority of time sitting at a desk.

Compensation

Salary range for this position is $93,000 to $139,000 per year.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Finance and Sales

• Industries

  Banking

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