Avp | Manager, Loan Operations - Servicing

The Loan Servicing Manager is responsible for overseeing the daily servicing of loan accounts, processes, and risk controls of the Loan Operations Department. This role ensures loan accounting accuracy, data integrity, and mitigation of operational risk within the FIS Horizon core system. Responsibilities include review of loan boarding, maintenance, research, advance and payment processing, participation services, review of general ledger reconciliation, and loan customer service across the Bank’s loan portfolio.

• Oversee accurate and timely boarding of all new, renewed, and modified loans into the FIS Horizon core system in accordance with approved requests, policies, and procedures.
• Review loan files post-funding to ensure completeness and accuracy once loans are booked.
• Ensure accurate and timely maintenance, updates, and adjustments to loan data within the core system.
• Oversee the timely application of loan payments, advances, adjustments and corrections.
• Manage participation loan servicing processes, including setup, maintenance, and reporting.
• Complete and/or approve loan payoff requests, ensuring correct calculations, proper authorization, and timely processing.
• Process paid loans, including paid promissory notes, collateral releases, UCC terminations, and flood insurance terminations.
• Manage the resolution of credit disputes, corrections, and customer inquiries in a timely and compliant manner.

• Ensure consistent delivery of high-quality customer service to lending associates and bank clients.
• Proactively seek resolution and clarification of outstanding issues.
• Manage daily, monthly, and ad hoc loan servicing and exception reports generated from the core system and related platforms.
• Ensure accurate general ledger reconciliation related to loan accounts and servicing activity.
• Monitor data integrity, research discrepancies, and ensure timely resolution of errors or variances.
• Maintain awareness of FIS Horizon system updates, regulatory changes, and industry best practices impacting loan servicing operations.
• Ensure adherence to all Bank policies, procedures, and regulatory requirements.
• Assist senior management in the preparation of monthly reporting and support material for internal audits, external audits, and regulatory examinations as required.

• Maintain a strong understanding of Bank-wide loan origination and credit approval processes.
• Serve as subject-matter expert and key representative for loan servicing, exception tracking, and collateral management.
• Update and maintain the Bank’s document imaging platform to ensure loan files are complete, accurate, and audit ready.

• Degree or diploma in relevant field, or equivalent work experience.
• Preferably 10+ years of progressive experience in Banking or Financial Services.
• Minimum 3 years of supervisory or management experience.
• 3–5 years of advanced experience with loan accounting systems, including:
• Loan setup, monitoring, and maintenance
• Exception tracking
• Loan codes and general ledger reconciliation
• Research, participation services, and loan customer service
• Escrow analysis and processing
• FIS Horizon core system experience is a plus.
• Strong understanding of financial institution products and services.
• Proficiency with Microsoft Word and Excel.

• Strong relationship management skills with the ability to collaborate across business, operations, credit, and sales teams.
• Excellent leadership, communication, analytical, decision-making, and conflict management skills.
• Strong organizational, time management, and problem-solving skills.
• Ability to apply sound judgment and independent decision-making.
• Knowledgeable in policies, procedures, and standards related to loan servicing and documentation.
• Familiarity with document imaging and exception tracking systems.
• Experience servicing multiple loan types and products.
• Ability to initiate projects with minimal supervision.
• Exceptional customer service orientation.
• Dependable and consistently adheres to timelines…