Loan Servicing Supervisor

Job Description

Job Description

Position Summary:

The Loan Servicing Supervisor is responsible for leading, training, and providing hands-on support to Loan Servicing team members while overseeing efficient and consistent loan servicing operations. This role serves as the Loan Servicing subject matter expert, providing guidance and handling and resolving complex loan and customer service issues. The Supervisor coordinates staff coverage, identifies opportunities to improve efficiencies and enhance procedures, and ensures the Loan Servicing team adheres to all established operating guidelines, policies, and procedures.

This position reviews software release notes and supports the testing and implementation of recommended system changes. The Loan Servicing Supervisor also partners with other departments to provide support and resolve complex customer service issues. This role is responsible for ensuring borrowers receive exemplary customer service and are supported by institutional practices throughout the completion and repayment of their loans. The Supervisor also supports department initiatives and takes on special projects as needed.

In addition, our FIRST Values apply to all teammates without exception.

FIRST Values

• Family – We support, trust, and respect each other, our customers, and our shareholders.
• Independence & Innovation – We embrace change as vital to our success.
• Relationships – We build relationships that are based on strong character, mutual loyalty, trust, and respect.
• Stewardship – We take care of ourselves so we can take care of others.
• Teamwork – We help each other grow and succeed.

Who we are:

The First National Bank in Sioux Falls began its long-term commitment to the Sioux Falls area in 1885. The oldest bank in Sioux Falls owes its longevity to a combination of service, stability, innovation, and family involvement. Over the past 140 years, The First National Bank in Sioux Falls has worked diligently to promote the growth and vitality of our city and the surrounding area. The Bank strives to continually be recognized as a community leader by reinvesting financial resources back into the communities it serves and encouraging active employee involvement in community volunteer organizations.

The First National Bank Way, which is a blend of our Mission Statement and FIRST Values, serves as the foundation of our culture. It is a gift that has been passed down to us and is the legacy that we will protect and preserve. Nothing is more important to us – it is the cornerstone of our success.

Our culture is driven by integrity, service, and strong values; nothing has shaped it more than our FIRST Values.

Our FIRST Values are not just words; they are truly felt by our employees, customers, shareholders, and communities. They tell us who we are as a business and guide our behaviors and decisions as we move forward and build successful relationships.

Although banking has evolved over the years, our mission and values have not and will not change.

What will you do:

Accountabilities

Leadership Management Accountability

Lead with clear direction, providing the necessary tools to delegate and elevate for growth and development of teammates. Communicate well, own expectations and consequences.

• Responsible for leading, managing and holding their direct reports accountable. Lead and inspire their team to strive for the best outcomes. Utilize empathy and active listening skills.
• Represent their team and communicates clearly with their team and superiors.
• Take ownership of the development of their direct reports and makes sure that team-members are challenged and engaged. Ensure that performance issues are addressed in an effective and meaningful manner.
• Responsible for the specific team performance in order to achieve the operational goals of timeliness, quality, and customer service.
• Responsible for the daily operational workflow, to include communication with external and internal customers, provider, and client issues, and identify workflow concerns for specific cases and teammates.
• Attend collegial meetings, read relevant literature, and generally keep informed of current regulations, best practices, and trends.

Loan Servicing Expert

Direct the overall management of the Loan Servicing for all activities on residential real estate, consumer, commercial and Ag loans from loan boarding, servicing to pay off.

• Lead team in development and implementation of new or improved processes, procedures, and systems to expand and scale capacity in support of lending growth and new product initiatives. Direct the training and implementation of departmental procedures and changes.
• Develop and perform changes/updates to loan procedures, forms, and workflows. Develop new procedures to meet identified needs and/or to adjust to changes in procedures as requested.
• Demonstrate expertise in the loan servicing platform including a thorough understanding of the types of loans serviced and client dependencies on data provided by the platform. Identify current technical gaps and process enhancements required to enable integration of additional loan types and to maximize automation.
• Manage and enhance relationships with external partners related to loan servicing: E-Oscar, DDI and Lereta. Provide guidance to staff responding to billing or credit bureau disputes as it pertains to Fair Credit Reporting Act (FCRA) and Fair and Accurate Credit Transactions Act (FACTA).
• Develop and maintain thorough knowledge and understanding of products, processes, and procedures for Loan servicing.
• Direct collateral maintenance functions, such as lien perfections and releases, mortgage recordings and discharges, collateral insurance, and loss claim payoffs. Provide quality assurance over loan documentation, collateral perfection, UCC filings, and insurance tracking.
• Train, support and consult with internal and external entities for successful taxes and insurance payments.
• Establish loan servicing month end reports and metrics for tracking operational efficiency improvement. Lead end of year taxes, interest, and insurance balancing, corrections, and reporting to the Internal Revenue Services.

Loan Related Systems Management

Provide supervision of loan documentation and QA platforms, and responsible for gathering metrics and managing goals.

• Serve as E-Oscar (Credit Dispute Response), Lereta and DDI administrator and expert.
• Review new vendor release notes that will impact our core Loan Accounting System (LAS) as well as other software applications that interact with the core. Lead the review release notes, develop scripts, and test implementation of system change recommendations for Navigator, DDI and Lereta. Determine operational impact of all regulatory changes and new loan features and utilize test database as needed to ensure smooth integration for Bank and customers.
• Contribute to the development of strategic goals and objectives and overall management of the Loan Operations servicing team. Ensure staff is cross trained on all essential duties and deadlines to accommodate shifts in loan volume.
• Gather data and establish metrics for tracking operational efficiency and improvement opportunity. Identify and escalate potential problem areas and implement corrective measures in response to findings.
• Participate in Disaster Recovery meetings as it relates to the Loan Servicing team and educate team or create test scenarios to help prepare direct reports for unexpected events.

Qualifications

Secondary education in business or related field preferred. Five or more years or more of relevant work experience or a combination of education/experience that would enable incumbent to meet accountabilities and required competencies of the position. Experience in supervising teams and banking experience preferred.

Skills and Abilities

• Goal-oriented and self-motivated.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Demonstrate creativity and problem-solving skills. Solution-oriented.
• Ability to conduct relationships in a manner that ensures cooperation and positive results.
• Working knowledge of Microsoft Office programs and be able to learn job-related software.
• Ability to adapt to the needs of the organization and teammates.

What’s in it for you?

• Health Insurance
• Dental & Vision Insurance
• Profit Sharing
• Paid Vacation & Holidays
• Company paid short and long term disability
• Tuition Reimbursement Program
• Employee Banking Perks
• Community Volunteer time
• And More!