Assistant Loan Services Manager

Reporting to the Loan Services Department Manager, the Loan Services Assistant Manager is responsible for the monitoring and general oversight of daily operations within the department. Acts as a primary point of contact for department staff (associates and leadership) as well as other business partners on matters relevant to day-to-day operations. Performs assigned operational duties, including some that are complex and require strong analytical skills to complete. Ensures efficient, accurate, and timely processing of assigned tasks and meets assigned deadlines. May train new and/or less experienced employees in loan servicing job functions.

Acquires, maintains and continually increases knowledge of banking, loan servicing, loan products and applicable regulatory requirements. Helps ensure that customer account information and reports are processed timely, accurately and in accordance with Bank and third-party policies and procedures. Compiles data and provides reporting/information to management and other areas of the Bank. Reviews and recommends process improvements to reduce cost, improve efficiency and/or mitigate risk to the bank.

Routinely exercises discretion and independent judgment while performing duties.

Key Accountabilities:

Leadership:
• Assists the Loan Services Manager in overseeing day-to-day operations of the loan services department.
• Provides support, coaching and constructive feedback to the team as needed.
• Remains mindful of the bigger picture, the larger team, the bank’s strategic plan.
• Engages in strategic thinking and planning to maximize tactical operations.
• Helps create a culture of continuous improvement both within the department and individuals.

Operations/Process:
• Routinely demonstrates the ability to effectively and efficiently perform assigned duties.
• Ensures that production schedules/deadlines are monitored, maintained and met.
• Regularly communicates with department and operations staff/management regarding observations and/or suggestions for improving workflow.
• Supports department and operations management by ensuring that the department is adequately staffed, has properly trained personnel, and has the necessary tools to complete assigned tasks.
• Provides recommendations regarding employment, employee performance evaluations, promotions, salary recommendations, transfers and terminations or assigned staff.
• Coordinates/acts as primary point of contract for audits and exams involving Loan Services
• Guides and advises subordinates in the more complex phases of work, including training new, temporary, and less experienced assigned personnel.
• Proactively communicates to management and team members to ensure timely resolution of all problems and complaints.
• Recommends new work methods and techniques to enhance departmental efficiency, reduce expenses and improve customer service.
• Works with Loan Services Management to develop and implement training for new/improved processes as well as coordinate general knowledge growth/refresher sessions for department staff and leadership.

Customer Experience:
• Promotes and acts as a leader/mentor in further developing a customer-centric culture and attitude among staff that always puts the customer first.
• Provides the highest level of service and exemplifies You Matter More to each customer.
• Assists in research and resolution of complex customer complaints/issues.
• Handles escalated customer situations as applicable.

Compliance and Control:
• Proactively assists in ensuring that the Bank/department complies with local, state and federal regulations.
• Proactively researches, analyzes, understands and implements new processes/controls in accordance with new/updated regulations.

General:
• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
• Performs additional duties as requested.

Key Competencies:

Innovation:
• Actively seeks opportunities to enhance efficiency and effectiveness within the department.
• Challenges existing assumptions and processes, striving to discover new and innovative methods to enhance performance and engagement.