Lending Support Supervisor - Loan Servicing Support Unit

Lending Support Supervisor – Loan Servicing Support Unit

Supervises and oversees one consumer, mortgage, or commercial lending support unit—such as processing, documentation, closing and shipping, loan servicing administration, or loan servicing support—and ensures daily operations are accurate, timely, compliant, and customer‑focused. Handles unit‑level operational issues and supports continuous improvement.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides daily oversight of one assigned lending support unit, which may include loan processing (consumer, commercial, mortgage), loan documentation, mortgage closing and shipping, loan servicing administration (payment processing, maintenance, escrow, reporting, system updates, payoff quotes, inquiries, account‑level resolution), or loan servicing support (loan document custodian, maintains collateral on active loans, lien releases, manages the bank’s system for loan files, and supports and onboards transferred loans).
• Ensures operational accuracy, timeliness, and adherence to bank policies, procedures, and regulatory requirements.
• Monitors daily workflow, productivity, staffing assignments, and quality assurance routines.
• Resolves routine to moderately complex operational issues; escalates more complex concerns to management.

• Provides day‑to‑day leadership to employees in the assigned unit and participates in coaching, performance feedback, and staff support.
• Supports employee development, training initiatives, and cross‑functional skill building for assigned team members.
• Observes work performance and identifies performance trends, training needs, and opportunities for increased engagement.

• Ensures consistent and high‑quality service delivery to internal partners, external customers, and lenders.
• Acts as an escalation point for customer inquiries or operational issues requiring additional judgment or expertise.
• Identifies patterns in service concerns and works with management to implement improvements.

• Supports implementation of process improvements to enhance accuracy, efficiency, and consistency.
• Helps maintain internal controls and quality checks.
• Participates in audit readiness efforts, compliance reviews, and procedural updates.
• Assists with system enhancements, user acceptance testing, and rollout of new processes or tools.

• Communicates daily priorities, expectations, procedural updates, and organizational information to employees.
• Collaborates with Lending, Loan Operations, Credit Administration, Compliance, and other teams to ensure smooth loan lifecycle support.
• Provides operational insights, performance updates, and staffing feedback to management.

• Ensure unit’s operations comply with bank policy, procedures, and banking regulations.
• Ensure adequate and current compliance training, and ensure training is completed on time.
• Stay updated on relevant laws and regulations.
• Ensure employees comply with the bank’s policies, procedures, laws, and regulations.
• Maintain customer confidence and protect the bank’s operations by identifying and protecting confidential information.

Supervises employees in the assigned unit in the Central Loan Processing and Servicing Department and provides backup to other unit heads as needed. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, training, and recommending the termination of employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Minimum: Bachelor’s degree in…