Servicing Manager- Lending

About the role

The Lending Servicing Manager (LSM) is responsible for managing the daily activities and responsibilities of the Lending Servicing group. The LSM will demonstrate a broad knowledge of Good Fund’s social mission, loan products, policies and procedures, and relevant regulations. He or she will serve as coach and mentor to the team with an emphasis on professional development, team building, and maintaining an engaging work environment.

Responsibilities

• Responsible for management of personnel and coordinating efforts with respect to loan workouts, legal referrals, bankruptcy filings, payment plans, repossessions and ensuring proper documentation with compliance to internal policies and consistent review with Director of Servicing
• Coach and develop a team of Servicing Specialists to execute the debt collections and client assistance responsibilities of all loans in the portfolio
• Implement debt collection strategies to minimize the occurrence of non-performing loans (PAR) and defaults (Write Offs), maximize recoveries, and ensure that efficient, effective and compliant collection methods are in place and in support of the organization's loan goals
• Work with outside counsel on all accounts referred for supplementary process including settlement offers, stipulations to judgment, etc.
• Maintain summary and trend information and reports to be reviewed with Director of Servicing and other departments
• Participate in inter-departmental meetings as needed to address portfolio performance, trends and areas of concern
• Perform and/or monitor job evaluations and establish appropriate performance metrics for team members
• Establish and maintain effective relationships with customers, employees, and business partners
• Ensure that all department procedures are in compliance with state and federal lending laws and provide recommendations on policy updates during annual policy reviews
• Comply with the established policies and procedures, and ensure that operations are consistent with all organizational and departmental guidelines
• Collaborate with the Director of Servicing and other team members to design new solutions and streamline the various functions and processes within the Loan Servicing Department in order to promote efficiency, effectiveness and customer service
• Be an active member of special enterprise-wide projects and committees as necessary
• Report on the department’s activities as necessary and perform additional duties as required

Requirements

• Bring at least 2 years of direct management/leadership experience, and at least 4 years of experience in the lending industry including client facing servicing
• Possess proficiency in the Microsoft Office Suite, particularly in Excel
• Able to examine trends and data to recommend solutions based on the information examined
• Demonstrate developed time management, attention to detail, and project management skills
• Able to think creatively and adapt to a fast-paced environment while maintaining a process-oriented and customer-centered work environment
• Possess excellent verbal, written, and interpersonal skills and the ability to work with individuals and groups from diverse backgrounds

Preferred Skills, Knowledge and Abilities

• Bachelor’s degree in business administration, finance management, accounting or other business-related fields or equivalent experience
• Experience using Salesforce, Cloud Lending or similar customer relationship management / loan management software
• Experience with credit reporting and Metro2 guidelines
• Experience working in low-income/distressed/marginalized communities
• Bilingual in Spanish/English