Loan Servicing Manager

Overview

SUMMARY

The Loan Servicing Manager oversees the origination, booking, and maintenance of credit products, ensuring compliance with internal policies and regulatory standards. They lead the development of new credit tools and systems, manage loan documentation and payment processing, and maintain the accuracy of the Bank’s loan database.

Successful candidates bring strong leadership, attention to detail, and deep knowledge of lending operations and compliance. Experience with financial systems, data integrity, and credit product development is essential.

This role contributes greatly to the Bank’s operational efficiency and risk management, directly supporting sound credit practices and long-term financial stability.

All employees are expected to protect the information and assets of the organization through heightened awareness of information security, cybersecurity, and risk management best practices, as well as complying with all applicable laws, regulations, and organizational policies.

• Direct daily operations and monitor performance of the Loan Servicing team. Provide consistent, constructive feedback, including written performance evaluations, coaching sessions, and any necessary disciplinary actions in compliance with company policies and legal regulations.
• Ensure team members are well-informed of relevant policies and procedures, fostering consistency and compliance.
• Support staff in resolving customer issues, including sensitive or complex cases requiring elevated attention.
• Respond to loan inquiries from internal and external customers, including recalculating payments and reconstructing payment histories.
• Stay current on applicable laws, regulations, and safety guidelines to uphold compliance standards.
• Serve as a resource to departmental stakeholders and provide backup support for other team leaders when needed.
• Partner with internal teams to design and refine processes that effectively mitigate risk.
• Manage the preparation of commercial and consumer loan documentation through a streamlined and efficient system.
• Oversee loan onboarding to the Bank’s Core system, including thorough system and file reviews.
• Maintain loan account files and ensure accurate payment application, including oversight of the transfer system.
• Reconcile loan-related accounts, assisting with general ledger account reconciliation as appropriate.
• Implement and monitor internal controls to safeguard departmental integrity and ensure proper segregation of duties.
• Contribute to new loan product development by coordinating servicing functions, addressing compliance considerations, and supporting training and rollout efforts.
• Manage the online loan payment system to ensure smooth operation and user accessibility.
• Assist with audit preparation and communication during external examinations.
• Maintain knowledge of core database functionality, limitations, and custom reporting tools.
• Collaborate with all applicable stakeholders to continuously evaluate and improve servicing processes.
• Assume responsibility for additional tasks and projects as assigned.

• Bachelor’s degree in Business Administration, a related field, or a commensurate combination of education and experience required.
• A minimum of five years of relevant experience in banking and/or loan servicing, or a combination of loan servicing training and experience required.
• Successful experience managing a team of direct reports required.

• Broad and in-depth knowledge of various loan-related functions, such as loan documentation requirements and loan document types.
• Exceptional attention to detail and the ability to manage multiple projects simultaneously.
• Ability to work collaboratively with cross-functional teams and communicate effectively with internal and external customers at all levels of the organization.
• Confident decision-making abilities and the skill to use sound judgment about the timing of choices; particularly the ability to make informed, responsible decisions with limited information or under considerable amounts of stress.
• Strong critical-thinking skills and the ability to analyze potential project outcomes with the adaptability to redirect attention as needed to meet targets and deadlines.
• Excellent communication skills and the ability to communicate effectively, verbally and in writing, with internal and external customers at all levels.
• A positive and proactive approach to work, demonstrating enthusiasm, adaptability, and the ability to maintain composure and professionalism in stressful or adverse conditions.
• Leadership experience and the ability to manage a team of direct reports.
• Proficient computer literacy, including comfort with Microsoft systems and Office Suite.
• Intermediate typing skills to meet the needs of this position.
• Current driver’s license and reliable transportation with appropriate insurance coverage; additionally, the ability to drive occasionally in the course of performing assigned duties and…