SUMMARY:
The Loan Servicing Manager oversees multiple teams of individuals that engage and interact directly with internal and external customers while supporting loan file servicing, insurance servicing and escrow servicing. The Insurance Servicing team is responsible to monitor and maintain insurance coverage on all secured loan types to mitigate loss risk by working with third party vendors and customers. The Escrow Servicing team is responsible for disbursing all property tax payments on mortgage loans, annual escrow analyzes and cancellations.
SUPERVISORY RESPONSIBILITIES:
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Measures key performance indicators and oversees metric reports to identify opportunities for improvement.
Leads the team as an agent of change, finding new opportunities to serve our clients and bring new capabilities to the market.
Contributes to a business plan, strategic initiative execution and monitoring associated expenses.
Assists in monitoring and preparing reporting on key performance indicators including reporting to the board.
Accounts for their team budget and managing overall performance to budget.
Manages teams of employees performing all insurance servicing and escrow servicing.
Selects team members, employee engagement, team dynamics, coaching, development, performance management and managing talent across the team including compensation.
Coaches employees on personal development plans and provides opportunities for growth within the organization.
Oversees training and guidance to all teams with respect to understanding, processing and managing the workload.
Oversees all activities to ensure timely and appropriate payoff quotes, payment posting, paid loan processing, insurance monitoring and force placement and tax escrow disbursements and analysis.
Oversees regulatory and audit findings and responsible for implementing remediation plans.
Guides the development and implementation of operational plans, policies, procedures, and goals that further scalability, automation and efficiency.
Collaborates with key leaders and stakeholders and guides change for scalability and automation.
Fosters strong relationships with key leaders and stakeholders across the bank to ensure collaboration and effective communication with other teams.
Attends and travels for leadership meetings and partnership engagements with other business lines of the bank.
Maintains policies, SOX control documentation, risk assessments and other controls around all assigned areas.
Responds to and resolves complex issues within the areas of responsibility.
Oversees the process flow documentation for assigned systems and areas of responsibility and pursues areas of improvement.
Accounts for the repository of procedures, processes, job aids and other critical information for functional areas.
Drives the effective use of technology within functional areas.
Oversees all areas to defined customer service level expectations and key vendor processing timelines.
Collaborates with business areas on new initiatives, processes or products and accountable for the implementation within functional areas
OTHER REQUIREMENTS:
Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.
Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions-oriented manner.
Ability to interact effectively across all levels of the organization, including senior management, the branch network, other departments and vendors.
Demonstrated ability to manage multiple priorities and delegate effectively to meet critical deadlines under difficult time restraints. Strong organizational and prioritization skills. • Ability to multitask and work under pressure.
Must be able to manage multiple projects simultaneously and work independently.
Team player with a positive outlook.
Demonstrated leadership ability and skills.
Excellent analytical and decision-making skills.
Willingness to provide a level of service, which will clearly differentiate us from our competitors.
Willingness to respond to emergencies
Willingness to work additional hours if needed
Ability to interact with outside customers when needed
Ability to provide superior service to internal departments
Ability to be collaborative with co-workers and employees.
Demonstrated proficiency in basic computer applications such as Microsoft Office and ability to learn various applications.
Ability to learn various Banking Software programs.
Requirements:
Bachelor's Degree preferred; or equivalent combination of education and/or experience
Minimum of five years of banking experience, including operations experience required.
Minimum of two years experience in a supervisory or leadership role required.
Strong knowledge of banking processes surrounding loan support preferred.
