Loan Operations Unit Manager

Loan Operations Unit Manager

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Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities. Our sustained growth and expertise in industries such as real estate, entertainment and media, private equity, venture capital, and high‑tech help build sustainable businesses and expand our associates’ potential for career advancement.

The Loan Operations Unit Manager is responsible for the day‑to‑day management of a Loan Operations Unit, including customer complaints and research, payment processing, demands & payoffs, adjustable‑rate management, escrow monitoring, insurance and tax monitoring, post‑closing collateral monitoring, construction disbursement, quality assurance, investor reporting, and more. Oversight of all applicable regulatory compliance related to loan servicing, reconciliation, and quality control is also included in this role.

• Directly manage the loan operations team(s), hiring, coaching, training, and setting performance goals.
• Set performance metrics, develop scorecards, and conduct performance reviews.
• Ensure loan operations meet established goals and appropriate turnaround times to meet regulatory requirements.
• Ensure compliance with federal, state, local laws and internal bank policies.
• Mitigate risk in loan activities, ensuring compliance with business loan agreements and regulatory requirements.
• Implement changes in the Loan Servicing Unit to comply with new or changed laws, including BSA/BO, TRID, RESPA, SCRA, FACTA, GLBA, FDCPA, USAP, CRA, etc.
• Perform periodic reviews of all processes, including 3rd‑party vendor processing, and audit their processes.
• Respond to internal and external audit requests and findings, and remediate identified non‑compliant processes.
• Process and manage loan purchase and sale activity, coordinating with Treasury, Accounting, Leverage Lending, Syndication, and other lines of business.
• Evaluate business processes and implement necessary changes.
• Collaborate with other business units to achieve desired service‑level and productivity KPIs.
• Conduct compliance and quality self‑assessments for loan administration teams.
• Provide updates and training to staff on new regulations and process improvements.
• Document procedures for functions and activities within the unit.
• Guide system administrators to ensure proper bank controls for fees, note types, credit bureau reporting, etc.
• Create management reports as requested.
• Perform user acceptance testing on loan systems based on new products or processes.
• Lead special projects related to data accuracy and compliance requirements.
• Maintain knowledge of all regulatory requirements applicable to the job.
• Perform other managerial or project duties as assigned.

• Bachelor’s Degree in Finance, Accounting, Business Administration, or Economics.
• Minimum 7 years of experience in the loan servicing industry.
• Minimum 5 years of management experience.
• Strong knowledge of loan‑servicing rules, regulations, and compliance requirements.
• Strong customer‑service skills.
• Strong analytical and problem‑solving abilities.
• Excellent verbal and written communication skills.
• Effective leadership and project‑management skills.
• Firm understanding of best practices in the loan‑servicing industry (FIS, Black Knight, Synergy, Cash system knowledge preferred).
• Proficiency in Microsoft Office with advanced Excel skills.
• Ability to build effective relationships to address issues and obstacles.

Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.

The base pay range for this position is USD $85,000.00 per year – USD $ per year. Exact offers will be determined based on job‑related knowledge, skills, experience, and location.

Mid‑Senior level

Full‑time

Management and Manufacturing

Banking