Summary:
The Loan Operations Team Lead supports the Loan Services Supervisor in overseeing the daily operations of the loan servicing team. This role ensures accurate and timely loan boarding, maintenance, documentation review, payment processing, and compliance-related functions within the loan portfolio. The Loan Operations Team Lead provides workflow coordination, serves as a technical resource, and assists with training, quality control, and issue resolution. This position promotes operational efficiency, data integrity, and a high standard of customer service to internal and external stakeholders.
Essential Duties and Responsibilities:
- Oversees daily loan operations workflow to ensure tasks are completed accurately and within required timeframes.
- Reviews loan documentation and system data for completeness, accuracy, and compliance with internal policies and regulatory requirements.
- Supports processing of loan boarding, renewals, modifications, collateral updates, rate changes, payment applications, and escrow maintenance.
- Performs quality control checks and assists in resolving discrepancies or exceptions.
- Serves as the first escalation point for complex loan servicing questions or system issues.
- Provides guidance and support to loan operations staff on procedures, regulatory requirements, system functions, and best practices.
- Assists the Supervisor with onboarding and training team members.
- Monitors productivity, accuracy, and workload distribution to maintain an efficient workflow.
- Offers constructive feedback and helps reinforce performance expectations.
- Assists in developing, updating, and documenting loan servicing procedures and workflows.
- Helps identify process inefficiencies and recommend improvements.
- Supports testing for system updates, conversions, or new product implementations.
- Creates a separate loan for each credit in accordance with prescribed operating policy.
- Verifies and processes a wide variety of credit information which will become part of the credit file, e.g., insurance, forms, etc.
- Maintains required information and notifies appropriate personnel of credit information deficiencies as appropriate.
- Provides information for and assists in the preparation of various loan reports as directed.
- Assists in the ongoing processing of documenting required collateral, monitoring collateral control records, and reports deficiencies to supervisor.
- Maintains activity logs to generate weekly or monthly reports.
- Files loan applications and loans.
- Assists with checking installment and note applications for fair lending.
- Assists with performing quality control (compliance, documentation) review of loans.
- Assists with maintaining incomplete installment loan file.
- Checks and corrects errors.
- Assists with maintaining financing statement/UCC terminations and renewals.
- Performs necessary file maintenance, payment reversals, automatic funds transfers, renewals, and changes to loans.
- Responds to credit inquiries within authorized limits using discretion and judgement.
- Assists internal bank personnel and lending customers to resolve issues and provide information.
- Assists with special reporting projects.
- Provides leadership, on-the-job training, and technical guidance to Loan Services Representatives.
- Prepares a variety of letters and forms, such as commitment letters, adverse action letters for declined loans, etc.
- Calculates estimated payments.
- Inputs new loan information into the loan system and files in new loan storage area.
- Assists with ordering loan documents for the lending area and monitoring supplies.
- Assists in maintaining, verifying, and computing all tax escrow transactions on bank mortgage loans.
- Corresponds with insurance agents and customers about lapsed/inadequate insurance coverage.
- Maintains integrity and accuracy of all escrow transactions.
- Assists in paying all tax and insurance bills presented to the Bank for escrow payment.
- Inputs all new/resolved policy and exception items into the computer tracking system.
- Identifies and recommend opportunities for increased efficiencies as appropriate.
- Researches, compiles, and prepares reports, manuals, correspondence, or other information required by management or regulatory agencies as requested.
- Complies with government, regulatory and Bank policies, and procedures.
Education and Experience:
- High school diploma or equivalent required.
- Minimum of two years of experience in loan services required.
Skills, Knowledge, and Performance Expectations:
- Understanding of standard concepts, practices, procedures, regulations, and compliance within the loan processing environment, as well as Bank loan policies and procedures to ensure efficient operations.
- Thorough knowledge of the features and benefits of all bank loan products and services to ascertain customer needs.
- Thorough knowledge of loan operating and core systems.
- Demonstrates proficiency with Microsoft Office programs.
- Communicates effectively, verbally and in writing, with others in a timely and friendly manner.
- Works under demanding time constraints and expectations, including prioritizing and handling multiple tasks throughout the day.
- Works in both autonomous and team settings.
- Efficiently performs the essential duties and responsibilities of the position.
- Models a respectful, diverse, inclusive and collaborate work environment.
- Consistently demonstrate a commitment to policies and procedures, including but not limited to, confidentiality, conflict of interest, and ethical responsibilities.
- Consistently attends work, meetings and required training or staff events.
Work Environment and Physical Requirements:
- Position is located at PS Bank location that requires working indoors in environmentally controlled conditions.
- Ability to travel to community events and company sponsored events.
- Ability to tolerate moderate noise levels.
- Ability to sit or remain sedentary for prolonged periods.
- Ability to perform repetitive movement by constant operation of all office and computer equipment as required to perform position, such as a computer, copier/printer, fax, calculator/adding machine.
- Ability to communicate with others to exchange information through telephone conversations, electronic mail, writing letters and memos and face-to-face discussions with individuals or teams.
- Ability to lift objects on a limited basis of approximately 10 pounds.
The work environment and physical requirements described provide a detailed representation of what employees might encounter in the workplace while performing the essential duties of the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
This job description is not designed to cover or to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Work Location: In person
