Administrator, Retail Lending Operations

Location(s): Help Headquarters
Job Type: Full Time Regular
myWork Program: Hybrid
Starting Salary Range: $49,700.00 - $57,200.00
Background Screening Requirement:

• Enhanced Criminal Record Check
• Credit Check
• Identity Verification
• Employment Verification
• References

The Administrator, Retail Lending Operations maintains the documentation and securities for the retail loan portfolio and ensures its protection. The Administrator provides quality, professional, premium customer service and administrative support to branches, other Coast Capital Savings (CCS) departments and outside agencies. Responsibilities include understanding and applying retail lending policy, efficient and accurate verification of loan documentation and funding/paying out mortgage accounts, and always being aware of ensuring CCS is protected from risk.

The Administrator works in a high-paced, volume-driven environment, which includes time-sensitive deadlines, large dollar transactions and attention to detail. Specialized knowledge is required for functions related to progressive mortgages, Letters of Credit, staff accounts, broker/mobile lender applications and Small Business loans. The Administrator must communicate effectively and provide excellent customer service to staff at various levels, including regular interaction with Branch Managers, Directors and outside contacts.

Lending Operations works closely with Retail Credit, Credit Risk Review, Credit Control and other related stakeholders, and this position plays a strong role in these partnerships.

This role is hybrid and will require someone to work a Monday-Friday or Tuesday-Saturday schedule depending on business need.

Administration

• Administration duties include advancing mortgages to law firms/customer accounts, which may include disbursing the mortgage, paying out existing CCS loans or external debt and providing a confirmation. Provide mortgage payout statements, which include penalty calculations based on mortgage and document type and security verification at all times, protecting CCS from risk.
• Discharge of mortgages and personal securities, dependent on loan account. Apply knowledge of Canadian Premier to amend/refund/cancel loan insurance products according to terms of coverage. Complete mortgage/loan renewal preparation, documentation verification, and updates to new terms. Maintain all Letters of Credit and manage all amendments/cancellations.
• Monthly reconciliation of CMHC, Genworth, HPO, and Ticklers. Other duties include but are not limited to reports, small projects, loan maintenance, assumptions, verification of legal packages from law firms, verification of loan files requested by Credit Risk Review.

Change Management

• Keep abreast of lending policy changes/procedures and technology applicable to the position. Respond positively to changes, challenges and new opportunities. Contribute to the process by assisting others, including branch staff and other departments at all times. Actively identify areas that may be improved and present ideas. Act as a resource for the development of existing processes and the implementation of new procedures.

Customer Focus

• Provide professional, friendly service to all customers, internal and external. The administrator regularly contacts branch staff, partner departments, management and outside agencies to secure and provide information. Provide technical support and assistance to all customers. Respond promptly and courteously to all work-related inquiries and problems. Resolve issues to mutual satisfaction, referring others as needed for appropriate assistance.
• Provide alternatives to customers that improve the overall service experience. Take responsibility/ownership for the resolution of situations. Follow up with customers (internal/external) to ensure solutions continue to be satisfactory. Recognize situations that are beyond knowledge level and refer to the correct resources.

Operations

• Review all loan applications and documentation received for adherence to lending policy and security requirements, ensuring the loan portfolio asset of CCS is protected. Track all loan application packages and maintain the corporate policy for the follow-up and completion of documentation. Consistency in application of policy, procedure and function is a major responsibility of this position.
• Administrator acts as a technical knowledge resource for lenders and partner departments. Applies learned knowledge when making decisions about exceptions to policy and procedure while considering any risk to CCS. This skill is necessary in the day-to-day environment of lending administration, given the wide scope of situations that are regularly encountered.

Risk Management

• Responsible for maintaining and storing all retail loan file information - all documentation is reviewed and verified before transfer to the file room. Review/verification includes ensuring documentation adheres to lending policy, securities are registered, and CCS is not at risk…