Loan Support Services Manager

About the Role

Provides organizational leadership and management to a team of professionals within loan servicing.

• Provides technical advice to the team and maintains a high level of accuracy within the department.
• Ensures operational processes are designed to achieve the highest level of customer service.
• Recommends, formulates, and implements new loan operation policies and procedures.
• Maintains the integrity of the loan portfolio for designated areas.
• Provides input into the design, implementation, and maintenance of systems to ensure efficient and accurate daily operations.
• Manages the department to ensure minimal servicing costs while achieving high standards for quality and service.
• Designs and implements continuous improvement practices.
• Provides input into the department budget and monitors operational expenses in conjunction with the manager.
• Performs regular department assessments to identify potential problem areas and develops plans of action to implement corrective measures.
• Oversees the functional department and ensures the updating and compliance of procedures, policies, regulations, and guidelines.
• Supervises vendor relationships for products and services that relate to loan operations and systems.
• Monitors workflow of daily operations for the specified department within Loan Support Services to ensure efficiency.
• Interacts with associates, monitors development, and includes coaching and performance review.
• Manages the work efforts of supervisors/individual contributors using established guidelines, procedures, and policies.
• Responsible for hiring, firing, performance appraisals, and pay reviews.
• Makes decisions based on area objectives as well as company policies and procedures.
• Maintains appropriate security and privacy standards and systems to ensure adequate protection for the bank and its customers.
• Implements necessary regulatory compliance in designated areas.
• Responsible for minimizing risk and exposure by ensuring teams abide by all state and federal laws.
• Maintains accurate accounting processes and ensures loan files are perfected and maintained in a manner consistent with bank policy.
• Analyzes loan support processes to ensure regulations are fully adhered to.
• Ensures policies and procedures are documented, compliant, and updated.
• Responsible for implementing corrective measures in response to internal and external examination/review findings.
• Demonstrates compliance with all bank regulations for assigned job functions and applies to designated job responsibilities.
• Keeps up to date on regulation changes.
• Completes all required annual or job‑specific training.
• Coaches, mentors, or trains others and teaches coursework as a subject‑matter expert.
• Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words.
• Takes personal initiative and is a positive example for others to emulate.
• Embraces the vision to become the “Business Bank of Choice”.
• May perform other duties as assigned.

• 4–7 years of lending industry or bank operations experience (Preferred).
• 4–7 years of supervisory/management experience (Required).
• Knowledge of increasingly complex loan documentation, structuring, and servicing procedures as well as 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.
• Demonstrated planning, project management, and continuous improvement development skills.
• Advanced systems design, development, and management experience (may be required).
• Knowledge of operational process improvement methods, project management, and banking technology.
• Advanced proficiency in loan origination (Laser Pro preferred), banking systems, and commercial/installment loan application software.
• Proficiency in word processing and spreadsheet software (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.