Responsible for the servicing of our commercial and consumer loans originated from our branch network and though our indirect lending program. Leads a team of individuals engaged in title perfection, statements and coupon books, credit bureau reporting, payment processing, escrow servicing, insurance claims, forced-placed insurance, payoff processing, title release, loan modifications, and research requests. Sets goals to achieve department and corporate results though coaching and motivation. Closely monitors department processes and people to ensure all internal policies and procedures plus state and federal regulations are followed. Promotes the culture of accountability to provide a positive member and employee experience.
MAJOR ACCOUTABILITIES AND TASKS:
Drive special loan servicing process improvement projects. Represent the Loan Servicing department in companywide projects with other departments such as IT, Compliance, ERM, Lending, and Loss Mitigation. Support and motivate the loan servicing employees to streamline processes and improve service to members, branches, and others.
Provide feedback, coach, and counsel employees.
Resolve employee concerns and issues. Perform monthly call monitors and transactional/account reviews and provide feedback to employees on what they did well and areas of opportunity. Interview, hire, train, evaluate, and develop employees.
Complete monthly development plans for all employees.
Develop, review, and maintain clear and concise, policies, procedures, and user guides that ensure regulatory compliance and mitigate risk.
Resolve escalated disputes and member complaints.
Prepare reports for management and other areas such as Finance, Compliance, and ERM.
Provide monthly review and approval of all loan servicing general ledger accounts.
Provide monthly review and exception approval for loan modifications and workouts.
Ensure accurate and timely year-end government reporting.
Review and approve subordinations.
Review and approve operational losses.
Be a champion of the Culture of Accountability.
Accountably and Tasks can be managed by self and in conjunction with a Loan Servicing Lead or Supervisor.
Perform other duties as assigned.
Education and Experience:
Bachelor’s degree in Business Administration, Finance, Accounting, or equivalent experience is required. A minimum of 5 years prior management experience in the financial services industry is required. Emphasis on commercial and/or consumer loan servicing and regulations. Knowledge of and experience in process improvement methodology is preferred.
Skills and Abilities:
Dedicated to meeting the needs of members and employees. Excellent written and verbal communication skills. Proficient in Microsoft Office. Ability to work with speed and accuracy with strong attention to detail. Listens effectively and works collaboratively with employees, peers, business partners and external vendors and third parties. Uses good judgment skills and works independently to resolve daily loan servicing challenges, complaints, and concerns. Solves problems. Establishes clear directions and motivates staff to exceed the desired results. Frequently reviews work and provides feedback to praise and develop employees. Identifies areas of opportunity to improve processes to reduce operational risk and improve efficiency.
Incumbent is required to comply with all aspects of the Bank Secrecy Act. This position may be required to work evenings and weekends.
The job requires the employee to sit a majority of the time. Infrequent lifting of up to 15 pounds may be required.
· Process Management
· Motivating Others
· Managerial Courage
· Problem Solving
· Customer Focus
Vantage West Credit Union - 2 years ago