Loan Support Specialist Team Lead

About The Role Position Summary

This position is responsible for coordinating all aspects of commercial and consumer loan processing by assigning and monitoring workflow, serving as the department’s subject matter expert (SME), and supporting team development through cross‑training. While this role does not include direct supervisory responsibilities, it plays a key role in ensuring the accuracy, consistency, and efficiency of loan support operations. The individual in this role will also act as a primary resource for resolving complex loan servicing issues and ensuring adherence to internal standards and regulatory requirements.

• Respond to all questions, inquiries and problems regarding commercial and consumer loans.
• Support Manager with the assignment and monitoring of workflow.
• Oversees maintenance of loan files for documentation.
• Research and resolve complex commercial and consumer loan servicing problems and situations.
• Prepare commercial and consumer loan documentation and change in terms, ensuring accuracy and adherence to department turnaround standards.
• Book all types of commercial and consumer loans and change in terms within 24 hours of receipt with accuracy.
• Perform loan maintenance and complete research requests for commercial and consumer loans.
• Process commercial and consumer loan payoffs.
• Process and document release of collateral as approved.
• Conduct review of commercial and consumer loan files. Assemble files and notate, follow‑up, and track exceptions. Sign off and complete files.
• Research unposted and WIP / GL items – making necessary corrections to loans.
• Perform check backs on all commercial and consumer loans booked – track errors and follow up on corrections.
• Complete necessary tasks for CRA and HMDA LAR reporting.
• Cross‑train team members to ensure adequate coverage and skill development.
• Provide prompt, knowledgeable, and friendly customer service to internal and external customers.
• Serve as department’s subject matter expert (SME) on borrower/entity types, loan types and structures, and collateral types, with implications for loan documentation.
• Department’s SME in HBN and GBCI system(s), including cloud‑based platforms.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Performs other duties as assigned.

• Adheres to HBN’s exceptional service guidelines and company values.
• Regular and predictable attendance is an essential function of this job.

The Bank Secrecy Act is intended to safeguard the U.S. financial system and the financial institutions that make up that system from the abuses of financial crime, including money laundering, terrorist financing, and other illicit financial transactions. The Board of Directors is committed to complying with both the spirit of the regulations and the letter of the law. All employees are expected to understand and comply with all aspects of the BSA and to perform their job duties in accordance with Bank BSA policies and procedures.

Employees who willfully violate the BSA may be subject to both civil and criminal penalties and termination of employment.

To perform this job successfully, an individual must be able to perform the essential functions of the position, with or without reasonable accommodation. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

• High school diploma or equivalent.
• 5 or more years of experience in commercial and consumer loan policies, procedures. and documentation.
• Knowledge of banking policies and procedures.
• Ability to multi‑task and handle complex tasks efficiently.
• Strong organizational skills.
• Strong attention to detail.
• Ability to work within strict time frames and meet deadlines.
• Excellent customer service skills.
• Good knowledge of basic office equipment.
• Working knowledge of Word and Excel.
• Thorough understanding of title reports and proper vesting to ensure lien…