AVP & Loan Servicing Manager - Loan Servicing

Summary

The Loan Servicing Manager oversees multiple teams of individuals who engage and interact directly with internal and external customers while supporting loan file servicing, insurance servicing, and escrow servicing.

Responsibilities

• Measures key performance indicators and oversees metric reports to identify opportunities for improvement.
• Leads the team as an agent of change, finding new opportunities to serve our clients and bring new capabilities to the market.
• Contributes to a business plan, strategic initiative execution, and monitoring associated expenses.
• Assists in monitoring and preparing reporting on key performance indicators including reporting to the board.
• Accounts for their team budget and manages overall performance to budget.
• Manages teams of employees performing all insurance servicing and escrow servicing.
• Selects team members, employee engagement, team dynamics, coaching, development, performance management, and managing talent across the team including compensation.
• Covers personal development plans for employees and provides opportunities for growth within the organization.
• Oversees training and guidance to all teams with respect to understanding, processing, and managing the workload.
• Oversees all activities to ensure timely and appropriate payoff quotes, payment posting, paid loan processing, insurance monitoring, force placement, and tax escrow disbursements and analysis.
• Oversees regulatory and audit findings and responsible for implementing remediation plans.
• Guides the development and implementation of operational plans, policies, procedures, and goals that further scalability, automation, and efficiency.
• Collaborates with key leaders and stakeholders and guides change for scalability and automation.
• Fosters strong relationships with key leaders and stakeholders across the bank to ensure collaboration and effective communication with other teams.
• Attends and travels for leadership meetings and partnership engagements with other business lines of the bank.
• Maintains policies, SOX control documentation, risk assessments, and other controls around all assigned areas.
• Responds to and resolves complex issues within the areas of responsibility.
• Oversees the process flow documentation for assigned systems and areas of responsibility and pursues areas of improvement.
• Accounts for the repository of procedures, processes, job aids, and other critical information for functional areas.
• Drives the effective use of technology within functional areas.
• Oversees all areas to defined customer service level expectations and key vendor processing timelines.
• Collaborates with business areas on new initiatives, processes, or products and accountable for the implementation within functional areas.

Essential Duties And Responsibilities

• Measures key performance indicators and oversees metric reports to identify opportunities for improvement.
• Leads the team as an agent of change, finding new opportunities to serve our clients and bring new capabilities to the market.
• Contributes to a business plan, strategic initiative execution, and monitoring associated expenses.
• Assists in monitoring and preparing reporting on key performance indicators including reporting to the board.
• Accounts for their team budget and manages overall performance to budget.
• Manages teams of employees performing all insurance servicing and escrow servicing.
• Selects team members, employee engagement, team dynamics, coaching, development, performance management, and managing talent across the team including compensation.
• Covers personal development plans for employees and provides opportunities for growth within the organization.
• Oversees training and guidance to all teams with respect to understanding, processing, and managing the workload.
• Oversees all activities to ensure timely and appropriate payoff quotes, payment posting, paid loan processing, insurance monitoring, force placement, and tax escrow disbursements and analysis.
• Oversees regulatory and audit findings and responsible for implementing remediation plans.
• Guides the development and implementation of operational plans, policies, procedures, and goals that further scalability, automation, and efficiency.
• Collaborates with key leaders and stakeholders and guides change for scalability and automation.
• Fosters strong relationships with key leaders and stakeholders across the bank to ensure collaboration and effective communication with other teams.
• Attends and travels for leadership meetings and partnership engagements with other business lines of the bank.
• Maintains policies, SOX control documentation, risk assessments, and other controls around all assigned areas.
• Responds to and resolves complex issues within the areas of responsibility.
• Oversees the process flow documentation for assigned systems and areas of responsibility and pursues areas of improvement.
• Accounts for the repository of procedures, processes, job aids, and other critical information for functional areas.
• Drives the effective use of technology within functional areas.
• Oversees all areas to defined customer service level expectations and key vendor processing timelines.
• Collaborates with business areas on new initiatives, processes, or products and accountable for the implementation within functional areas.

Requirements

• Bachelor's Degree preferred; or equivalent combination of education and/or experience.
• Minimum of five years of banking experience, including operations experience required.
• Minimum of two years experience in a supervisory or leadership role required.
• Strong knowledge of banking processes surrounding loan support preferred.