Loan Operations Supervisor

Loan Operations Supervisor

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, SBA processing. Responsibilities also include Loan Monitoring relative to collateral. Oversight to all applicable regulatory compliance relative to Loan Operations, GL Reconciliation and Quality Control of the department is part of this role.

Responsibilities include:

• Responsible for the direct supervision of the loan servicing QC team including but not limited to; 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 loan 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 request and findings and work to remediate any identified noncompliant processes or areas of concern.
• May process loan operations activities in absence of staff members or peak volume
• Document all procedures for functions and activities within the Unit
• May work on special projects as assigned by Manager related to the Data Accuracy and accurate compliance requirements.
• Oversee for 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, operation efficiency, and effective risk management controls.
• Perform other duties as assigned.

Qualifications include:

• Bachelor Degree in Finance, Accounting, Business Administration, or Economics.
• Minimum 5 years of experience in the loan operations industry
• Minimum 1 years management experience
• Strong knowledge of rules, regulations and compliance requirements concerning loan operations specific to the areas of oversight
• Strong Customer service skills required
• 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, PowerPoint
• Ability to build effective relationships as needed to effectively address issues and obstacles

East West Bank is an equal opportunity employer. Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.

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.