Loan Servicing Manager - Commercial

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The Position

Job Title

Loan Servicing Manager - Commercial

Job Description

SUMMARY

This position is responsible for overseeing the Loan Account Servicing Department daily functions, processes and risk controls to ensure loan accounting and data integrity and mitigation of operational risks in Jack Henry loan accounting system including but not limited to loan data input, maintenance, research, advance & payment processing, participation services, GL reconciliation, and loan customer service.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• Ensures department boards and/or uploads loan information accurately and timely to the CORE loan accounting system in accordance with approved request, policies and procedures, including but not be limited to, entry of HMDA and CRA data.

• Ensures accurate and timely maintenance and/or adjustments of loan data in CORE loan accounting system.

• Ensures accurate and timely application of payments received.

• Seeks to obtain immediate resolution and clarification on outstanding issues with applicable department management and directly with Sales.

• Manages escrow analysis and payment process on behalf of Bank and Mortgage divisions.

• Ensures excellent and consistent customer service is provided to lending associates and bank clients.

• Manages staff appropriately by ensuring appropriate scheduling, evaluating productivity and service level to Oklahoma and Texas Community Banks, and measuring performance. Provides coaching and feedback when necessary.

• Provides ongoing leadership and support to team. Plays a key role in recruiting, hiring, and training talent.  

• Manages process regarding participation services.

• Manages process of daily and monthly reports generated from CORE loan accounting system and other reports as designated.

• Ensures accurate and timely reporting of SBA guaranteed loans.

• Manages process and ensure timely and accurate resolutions to credit disputes, corrections and inquiries.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Committed to performance excellence by maintaining quality standards for their team.

• Ensures that departmental production goals, service standards and cooperation ratings are met or exceeded.

• Must be very customer centric and able to manage demanding department while meeting defined KPIs for department.

• Maintain an essential understanding of Bank-wide origination and credit approval process while establishing priorities based on the strategic and tactical directions of the bank.

• Is the subject-matter expert and key representative for assigned work group.

• Participates on enterprise initiatives related to new products and services to ensure successful transition for loan operations.

• Develops successor for assigned area of expertise and responsibility.

• Manages loan related risk controls to ensure within established tolerance levels.

• Maintains awareness of CORE loan system updates and industry standards.

• Handles internal customer complaints and escalates issues as needed.

• Recommends and implements possible methods to improve department.

• Completes all required compliance exams on a yearly basis.

• Adherence to all First United Policies and Procedures.

• Other duties as assigned by supervisor.

EMPLOYEE SPECIFICATIONS

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