Loan Servicing Supervisor/ Assistant Manager

Overview

Job Summary:

The Loan Servicing Supervisor/ Assistant Manager job focus is managing and performing extensive loan servicing departmental duties and roles with high-level external and internal customer contact. Individual will develop and provide leadership to direct reports. The job has high regulatory and reputational risk. This position is responsible for troubleshooting loan system or loan related accounting discrepancies, managing loan documentation from initial file review through loan payoff and collateral release, while ensuring strict compliance with state and federal regulations.

Functional Area of Focus:

Loan servicing related to business, commercial, and consumer loans

In-depth understanding of loan related systems, loan accounting principles, and loan documentation

Ability to lead, supervise, and develop loan servicing staff

Responsibilities

Loan Support, Loan System Maintenance and Loan Documentation Review (60%)

• Supervise/ manage various loan servicing tasks to include loan booking and maintenance, application of loan payments, payment research/corrections, and balancing various general ledger accounts

• Supervise/ manage post-closing review of new loan files, renewals, changes-in-terms and non-originated loans for document accuracy and tracking of any exceptions

• Oversee HMDA/CRA data input process, UCC continuations and escrow processing

• Ensure daily operational, maintenance, and booking tasks are being completed efficiently and provide necessary support to ensure deadlines are met

• Oversee the primary tasks of all Loan Servicing direct reports and be able to fulfill each role in a back-up capacity based on staffing and volume needs

• Effectively manage multiple priorities and deadlines along with determining when to take ownership of a particular task versus when to delegate to other teammates

• Create, recommend and refine processes, procedures, and/or action steps as they pertain to the loan servicing and system maintenance tasks

• Respond to customer inquiries in a prompt and professional manner and take the lead in handling escalated customer impact situations

• Respond to routine audit requests and refine process based on audit recommendations

• Have routine and collaborative communication with loan processing and other loan operations teammates to facilitate optimal process efficiency

• Maintain proactive communication with employees from other departments such as lending staff, departmental managers, and senior leadership

Loan System, Accounting Integration, & Loan Documentation Oversight and Projects (20%)

• Research loan accounting problems, outline resolutions, determine if system or training issue, and communicate with appropriate customer or employee

• Review new vendor release notes that will impact the core Loan Accounting System (LAS) as well as other software applications that interact with LAS

• Determine operational impact of all regulatory changes and new loan features and utilize test database to ensure smooth integration for Bank and customers

• Update/Write procedures and action steps related to LAS system and communicate with and/or train impacted staff

• Understand how loan specifications and general ledger integration impact LAS system functionality

• Serve as back-up administrator to VP/Loan Operations Manager for LAS product specification and general ledger integration

• Participate in various project meetings and determine if process changes or loan servicing support will be needed to meet project goals

• Partner with Loan Operations Manager to collaborate on Loan Servicing objectives and projects

• Research loan servicing initiatives to determine needs for implementation

• Work with loan operations managers to implement initiatives, train loan servicing employees and write procedures related to them.

• Map and document servicing day to day processes/workflow and determine, communicate and manage any process changes

Leadership and Development (20%)

• Monitor overall accuracy and efficiency of loan servicing and provide routine feedback to teammates and VP/Loan Operations Manager about team performance

• Promote teamwork among Loan Servicing staff to ensure work is performed in a collaborative manner and that standards for delivering outstanding service are met

• Write performance goals for staff and provide appropriate feedback and training to assist them in achieving their individual goals

• Recommend and attend relevant training related to regulatory changes that impact loan servicing along with any additional training needed to enhance job performance

• Responsible for ensuring that direct reports take all necessary compliance and loan related training to further develop their skill and experience

• Other duties as assigned

Qualifications

Knowledge:

Three to five years of experience in loan servicing or a combination of past lending and leadership experience. The individual must have a proficiency in various loan accounting principles and systems along with a strong knowledge of state and federal regulations in the areas of loan servicing, payment processing, escrow and loan documentation.

Skills:

Demonstrated analytical skills; demonstrated proficiency in the use of standard and specialized computer hardware and software packages such as Microsoft Office; demonstrated strong oral and written communication skills.

Abilities:

Manage daily priorities and deadlines while also proactively working on long-term strategic objectives. Ability to effectively utilize resources to solve problems and improve overall process and procedures.

Education:

A combination of education, training, and work experience is considered. A degree in Business Management or similar education is a plus.

Travel:

Occasional local travel for meetings with possibility of overnight travel for system or other operational training.

Physical demands:

Employee may experience the following physical demands for extended periods of time: view computer monitors, keyboarding, sitting, motion of fingers/hands/wrists, and standing/walking.

Work Environment:

Work is performed in an operational office environment.

Note:

This job description contains the essential functions, duties, and responsibilities of the position in accordance with the Americans with Disabilities Act (ADA). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. C&F Bank reserves the right to make future revisions to this job description and the inherent responsibilities of the position based on the needs of the organization.

Equal Employment Opportunity Statement -- C&F is committed to providing equal employment opportunity to all qualified persons and reaffirms in policy and practice that it shall not discriminate against applicants or employees because of race, color, religion, gender, age (over 40), disability, genetic information, veteran status (disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, Armed Forces service medal veterans, and Vietnam era veterans), national origin, or any other consideration protected by applicable federal, state, or local law. This applies to all areas of employment, including promotion, transfer, layoff, termination, compensation, benefits, recruitment advertising, recruitment, and selection for training.