Loan Servicing Unit Manager

Loan Servicing Unit Manager – El Monte, CA (Onsite 5 Days)

This position is part of a Residential Loan Team with commercial responsibilities.

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

• Lead the loan operations team, including hiring, coaching, training, setting performance requirements and goals, developing and delivering scorecard results, metrics, key-man succession plans, and conducting performance reviews.
• Direct loan operations activities to meet established goals and appropriate turnaround time for regulatory-required time-sensitive activities.
• Ensure compliance with all federal, state, and local laws and internal bank policies.
• Mitigate risk in processing of loan activities, ensuring compliance with business loan agreements, promissory notes, and regulatory requirements.
• Implement changes within the loan servicing unit to comply with new or amended laws (BSA/BO, TRID, RESPA, SCRA, FACTA, GLBA, FDCPA, USAP, CRA, etc.).
• Conduct periodic reviews of all processes, including third-party vendor processing and audit their processes.
• Respond to internal and external audit requests and findings, and remediate any identified non-compliant processes or areas of concern.
• Process and manage loan purchase and sale activity, collaborating with Treasury, Accounting, Leverage Lending, Syndication, and other business units.
• Evaluate business processes and implement necessary changes to daily procedures and process controls.
• Collaborate with other business units to achieve desired service level and productivity KPIs.
• Perform compliance and quality self-assessment for teams within loan administration.
• Provide updates and training to staff on new and upcoming regulation changes and process improvements, including documented procedures.
• Drive process improvement and document all procedures for functions and activities within the unit.
• Guide the system administrator to ensure bank controls are properly set up for fees, note type, credit bureau reporting, and related reporting and servicing of loans.
• Create management reports as requested.
• Participate in user acceptance testing of the loan system for new products and/or processes.
• Pursue special projects assigned by management related to data accuracy and compliance requirements.
• Maintain knowledge of all regulatory requirements applicable to the role, including bankruptcy, SCRA, FCRA, BSA/BO, and ensure compliance with all applicable procedures, state, and federal laws.
• Perform any other managerial or project duties assigned by management.

• 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 rules, regulations, and compliance requirements concerning loan servicing.
• Strong customer service skills.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Effective leadership with strong project management skills.
• Firm understanding of current best practices in the loan servicing industry.
• Knowledge of FIS, Black Knight, Synergy, or Cash systems 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.