Loan Support Services Manager

• Provide organizational leadership and management to a team of loan servicing professionals
• Provide technical counsel and maintain high departmental accuracy and customer service
• Recommend, formulate, and implement loan operation policies and procedures
• Maintain the integrity of the loan portfolio for designated areas
• Design, implement, and maintain systems for efficient and accurate daily operations
• Manage servicing costs while maintaining quality and service standards
• Design and implement continuous improvement practices
• Prepare the department budget and monitor operational expenses
• Assess departmental operations, identify problem areas, and implement corrective measures
• Ensure procedures, policies, regulations, and guidelines remain updated and compliant
• Monitor workflows for efficiency and effectiveness
• Coach associates and write and deliver performance reviews
• Manage managers and individual contributors using established guidelines and policies
• Handle hiring, firing, performance appraisals, and pay reviews
• Create departmental and systems strategies, roadmaps, and goals, and implement changes through change management
• Maintain security and privacy standards and systems protecting the bank and customers
• Implement regulatory compliance in designated areas
• Develop and execute strategic initiatives with department leadership
• Supervise complex vendor relationships for loan operations products and services
• May lead Quality Control Production and Servicing teams
• Keep current on regulatory changes and complete required training
• Coach, mentor, train others, and teach coursework as a subject matter expert
• Perform other duties as assigned

• 7–10 years of supervisory/management experience required
• 7–10 years of lending industry or bank operations experience preferred
• Knowledge of complex loan documentation, structuring, and servicing procedures
• Knowledge of state, federal, investor, and bank policies, guidelines, and regulations
• Credit requirement analysis skills
• Strong leadership, organizational, problem-solving, interpersonal, analytical, decision-making, motivational, and customer service skills
• Excellent written and verbal communication skills
• Planning, project management, and continuous improvement development skills
• May require advanced systems design, development, and management experience
• Knowledge of operational process improvement methods, project management, and banking technology
• Advanced proficiency in loan origination, with Laser Pro preferred
• Advanced proficiency in banking systems and commercial/installment loan application software
• Proficiency in word processing and spreadsheet software, with Word and Excel preferred
• Knowledge of the bank's loan policies and internal control procedures
• Ability to provide accurate, detailed results in a high-pressure, goal-oriented environment
• Ability to work fully onsite at a posted location
• Occasional travel required

Demonstrates extensive leadership and management capabilities in loan servicing operations, with a strong focus on regulatory compliance, operational efficiency, and team development. Proficient in implementing policies, managing budgets, and driving continuous improvement initiatives within the banking industry.

• 7–10 Years Supervisory Experience
• Loan Origination Proficiency
• Regulatory Compliance Knowledge
• Project Management Skills
• Operational Process Improvement

• Complex Loan Documentation
• Credit Requirement Analysis
• Banking Technology Knowledge
• Advanced Systems Design
• Loan Servicing Procedures
• Continuous Improvement Development
• Budget Preparation
• Performance Appraisal Management
• Operational Expense Monitoring
• Workflow Efficiency Monitoring

• Leadership Skills
• Problem-Solving Skills
• Interpersonal Skills
• Analytical Skills
• Communication Skills

• Loan Operations
• Bank Policies
• Regulations Compliance
• Customer Service Standards
• Vendor Relationship Management

• Laser Pro
• Word Processing Software
• Spreadsheet Software
• Banking Systems
• Commercial Loan Application Software