Loan Servicing Team Lead

Objectives of this Role

• Responsible for quality control of all loan input on mainframe and all secondary systems, including verification, training, and correction of input.
• Lead training around system capabilities as well as policies, and procedures.
• Generate board reports as needed for system verification, requests, and special projects.
• Ensure monthly submission of credit reporting and accurate responses to E-Oscar disputes and manage credit reporting corrections.
• Maintain and manage investor and vendor relationships for accurate reporting, recertifications, and timely payments/reconciliations.
• Process functions related to SWAP loans.
• Provide continuous interaction with Jack Henry to ensure system efficiency.
• Coach and develop loan staff to drive process improvement and optimize efficiencies.
• Continuously work to improve operations, decrease turnaround times, streamline work processes, and work collaboratively with our commercial and post-closing team to ensure quality customer service.
• Optimize staff capability and productivity and ensure execution of the Bank’s strategic initiatives.
• Strengthen employee development and ensure performance management of team members.

Essential Functions  

• Manage day-to-day responsibilities of the loan servicing team.
• Improve and maintain quality of system input which directly correlates to interest accruals, billing, payment processing and all other customer related account maintenance.
• Maintain loan specifications on JHA system, submit work orders for system enhancement and provide training of staff members.
• Process functions related to SWAP loans.
• Provide support for all internal customers including account questions, system questions, needed research, etc.
• Oversee annual escrow analysis, timely escrow payments and monitoring of tax bills to ensure lien priority.
• Oversee balancing and reconciliations of loan settlement and administrative general ledgers.

• Approve wires within delegated authority.

• Effectively onboard and train all new team hires.
• Create, revise, and update policies and procedures.
• Conduct ongoing performance and development conversations with each team member.
• Actively participate, as requested, in enterprise and departmental projects.

Other Duties

Please note 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. Duties, responsibilities, and activities are as required and may change at any time with or without notice.

Nature of Internal Customers

• Lenders, Lender Support, Loan Operations, Mortgage, Consumer, SBA, Small Business, Deposit Operations, Retail and Customer Engagement Center

Nature of External Customers

• Loan customers, 3rd party vendors and participating banks

Supervisory Responsibilities and Competencies

• Customer Centric Focus
• Agent of Change
• Skilled Leader that Builds and Empowers Effective Teams
• Excellent Communicator
• Results Oriented with the Ability to Execute Bank Initiatives
• Driver of Diversity and Inclusion
• Acts with Integrity
• Collaborates and Teamwork Across Bank Channels
• Possesses Strong Business Acumen
• Reward and Recognize Employees
• Flexibility and Adaptability

Skills and Qualifications

• Bachelor’s Degree or equivalent experience preferred
• 2-5 years loan operations experience required
• Excellent communication, leadership, and time management skills
• Ability to pass a background check

• Strong dedication to accuracy and efficiency
• Ability to handle high workload and prioritize multiple tasks to insure timely completion

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or listen. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.