Loan Operations Supervisor

Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities. Our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement. Headquartered in California, East West Bank (Nasdaq: EWBC) is a top-performing commercial bank with a strong foundation, an enterprising spirit and a commitment to absolute integrity.

About the role

The Loan Operations Supervisor is responsible for the day-to-day supervision within a Loan Operations Team. Direct supervision and processing include but are not limited to: customer complaints and research, payment processing and other financial activities, Demands & Payoffs, Adjustable Rate Management, Investor Reporting, Syndication, and SBA processing. Responsibilities also include Loan Monitoring relative to collateral. Oversight of all applicable regulatory compliance relative to Loan Operations, GL Reconciliation, and Quality Control of the department is part of this role.

Responsibilities

• Directly supervise the loan servicing QC team, including interviewing candidates, coaching, training, setting performance requirements and goals, developing and delivering scorecards, metrics, and conducting performance reviews.
• Direct loan operations activities to meet established goals and appropriate turnaround time to meet regulatory requirements for time-sensitive activities.
• Assist loan operations staff with servicing of loans by performing research to resolve complex issues, ensuring timely updates are provided.
• Ensure effective risk management and compliance across Commercial Loan Servicing activities by providing guidance and training on applicable requirements and process improvements, maintaining documented procedures, and ensuring adherence to federal, state, local, and Bank policies.
• Provide customer service to internal and external customers; respond to internal and external audit requests and findings and work to remediate any identified noncompliant processes or areas of concern.
• Process loan operations activities in absence of staff members or during peak volume.
• Document all procedures for functions and activities within the Unit.
• Work on special projects as assigned by Manager related to Data Accuracy and accurate compliance requirements.
• Oversee the Certification of Beneficial Ownership (CBO) function, including workflow management, exception resolution, aging monitoring, reporting, and escalation processes to support regulatory compliance.
• Oversee Quality Control (QC) reporting, monitoring, exception management, and quality assurance activities, including review and approval of QC exceptions and enhancement of control processes.
• Partner with IT and other business units on report development, automation initiatives, User Acceptance Testing (UAT), and implementation of quality control solutions.
• Support the implementation and ongoing oversight of centralized callback operations, ensuring standardized procedures, service level adherence, report accuracy, operational efficiency, and effective risk management controls.
• Perform other duties as assigned.

Requirements

• Bachelor Degree in Finance, Accounting, Business Administration, or Economics.
• Minimum 5 years of experience in the loan operations industry.
• Minimum 1 year of management experience.
• Strong knowledge of rules, regulations, and compliance requirements concerning loan operations specific to the areas of oversight.
• Strong customer service skills.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Firm understanding of current best practices in the Loan Operations Industry.
• FIS, Synergy, Power BI, and reporting/database tools (e.g., SQL) experience preferred.
• Proficient with Microsoft suite of office products, including Word, Excel, and PowerPoint.
• Ability to build effective relationships as needed to effectively address issues and obstacles.

Pay

The base pay range for this position is USD $71,000.00/Yr. - USD $105,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.