Loan Servicing Manager

Position Description

Title:                           Loan Servicing Manager

Department:              Loan Servicing

Reports to:                 VP, Loan Servicing Officer

Supervises:                 Loan Servicing Representatives, Senior Commercial Loan Servicing Representatives & Senior Loan Servicing Representatives

Classification:            Exempt

Date Prepared:          April 16, 2025

Summary / Objective

In conjunction with the VP, Loan Servicing Officer, the Loan Servicing Manager will develop and oversee procedures and functions of the department, while ensuring that all servicing and processing procedures are completed accurately and within full compliance of federal and state regulations while adhering to bank policies.  This position also works closely with other areas of the Bank to coordinate department efficiency.

Experience & Education Requirements:

• Bachelor’s degree or equivalent experience in a lending environment
• Background in real estate, commercial and/or consumer lending procedures within a financial institution
• Excellent understanding of Servicing procedures, as well as Federal and State lending regulations
• Customer service and supervisory experience

Essential Job Functions:

• Assist in the development and implementation of policies and procedures related to Loan Servicing to ensure compliance with all relevant state and federal laws, as well as polices and regulations
• Manage the loan servicing staff, including hiring and conducting performance evaluations.
• Coordinate delegation of responsibilities and department productivity with appropriate training to ensure employees deliver high quality customer service and adhere to all relevant policies and procedures
• Support team members in handling complex or escalated inquiries to facilitate prompt and accurate solutions
• Monitor, analyze and enforce timely and accurate production of department reports, schedules and related data.
• Confirm files are maintained according to specific loan requirements and bank policy, by reviewing the daily loan system reports to ensure accuracy of data.
• Knowledge of loan codes and fields for accurate reporting within the Banking Core platform (COCC)
• Review loan portfolios to find delinquencies, defaults, and other risks.
• Assist in the preparation of gathering required information for internal and external auditors and regulators during annual and/or periodic compliance audits
• Serve as a mentor to all loan servicing employees while being the department contact for other departments to streamline operations
• Ensure completion of mandatory staff training

Required knowledge, skills & abilities:

• Excellent knowledge and understanding of commercial, consumer & residential loan documentation
• Excellent knowledge of department’s services, loan processing policies and procedures
• Must possess a professional demeanor including business attire, courtesy, tact and conflict management skills
• Well-developed written, communication and organization skills
• Strong computer skills including a working knowledge of Word, Excel and other software programs needed to perform the duties
• Proven leadership skills with the ability to motivate and influence the loan servicing staff
• Ability to assess and implement departmental process improvements
• Must exercise accuracy, alertness, good judgment, initiative, courtesy, tact and patience in dealing with all levels of the organization
• Successful completion of in-house training programs or other approved training programs
• Compliance with BSA regulations as appropriate to the position

Physical Demands and Work Environment:

• Ability to use standard equipment such as computers, phones, photocopiers
• Requires manual dexterity and sitting and standing for longer periods of time
• Must be able to work schedules that meet the needs of the Bank, which may include early morning, evening and /or weekend hours
• Occasional local travel for Bank purposes

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. It is expected that from time-to-time other duties, both related and unrelated to the above, may be assigned and therefore required.