Loan Servicing Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.

Loan Servicing Manager
Location: Lebanon, TN

If you're looking for a career where purpose meets opportunity, and where your contributions truly make a difference, Wilson Bank & Trust is the place for you.

ABOUT US:
Working at Wilson Bank & Trust means joining a purpose-driven organization where community impact and professional growth go hand in hand. The commitment to serving communities is matched by dedication to supporting employees-through recognition, rewards, and opportunities to grow. Inside our walls, you'll find a workplace that reflects the same trusted reputation we've built since the beginning. Collaboration and servant leadership are at the heart of everything we do, creating an environment where talent is valued and service is elevated. Your voice matters here-feedback drives decisions on workplace flexibility, transparency, and strategic priorities.

ABOUT THE POSITION:
Picture yourself as the lifeblood that ties everything together-the communicator, the problem-solver, the bridge between operational teams. In these roles, you handle urgent calls, craft solutions, and ensure that every signal flows correctly so customers receive the right answers at the right time. You're the one who steps in when things get tough, the superhero who keeps the mission on track. If you love variety, collaboration, and the occasional customer interaction, this is your stage. You'll work across teams, solve challenges with a smile, and make sure the entire organization moves as one.

POSITION SUMMARY:
The Loan Servicing Manager leads a team responsible for the full lifecycle of loan servicing operations, including loan servicing, insurance tracking, escrow administration, and system reviews. This position facilitates compliance with regulatory requirements, supports audit readiness, and drives process improvement across servicing functions. The Loan Servicing Manager reports to the Loan Operations Manager and provides excellent service and support to team members and customers while demonstrating the Company's values and supporting the mission.

POSITION DUTIES AND RESPONSIBILITIES:

• Provide leadership and support to the Loan Servicing team, fostering a supportive and growth-oriented culture
• Supervise, train, and mentor staff. Identify professional development opportunities and provide performance feedback on an ongoing basis.
• Encourage innovation, efficiency and growth within the team to improve banking processes, manage compliance and inspire excellence
• Manage the full lifecycle of loan servicing operations, including loan servicing, insurance tracking, escrow administration, and system reviews
• Oversee servicing functions to include payoffs, payment corrections, statements, and maintenance requests
• Investigate and resolve loan account discrepancies including balance mismatches, call code errors, and posting issues
• Responsible for troubleshooting and correcting system-related errors
• Process maintenance requests received via the ticketing system or internal communications
• Confirm timely and accurate posting of payments to loan accounts
• Respond to customer inquiries related to servicing, payoffs, and account maintenance
• Responsible for documenting servicing processes and procedures including revisions as needed
• Manage system review checklists to verify compliance with internal policies and regulatory standards
• Monitor insurance documentation for collateral and coordinate with third-party vendors for force-placed coverage
• Verify compliance with flood and hazard insurance requirements including tracking and reporting
• Lead monthly insurance meetings to review procedures and resolve escalations
• Evaluate and improve force-placed insurance procedures, including integration with escrow fields and reporting impacts
• Oversee escrow account setup, analysis, and disbursements in accordance with RESPA and CFPB guidelines
• Verify timely delivery of initial escrow disclosures and annual analyses
• Manage escrow exceptions and shortages and coordinate with lenders for corrections
• Support internal audits and maintain documentation for SOX and BSA/AML compliance
• Prioritize cross-functional collaboration with various business units to facilitate seamless operations and alignment with strategic goals
• Maintain strong communication with lending, underwriting, and insurance teams
• Evaluate and optimize business systems and procedures to improve operational efficiency, identifying opportunities for refinement and innovation including automation and AI-based document review pilots, and enhancing employee and customer experience
• Oversee the management of internal controls, exam needs, regulatory needs, etc.
• Participate in recruitment, hiring, and succession planning for key roles in the department
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional associations
• Attend training as requested
• Adhere to compliance with all federal bank regulations and laws, including those for consumer protection and the Bank Secrecy Act/Anti-Money Laundering Program
• Participate in outside community activities as required
• Perform other duties as assigned

REQUIRED QUALIFICATIONS:

• High school diploma or GED
• Bachelor's degree in related field preferred
• 3 years of experience in bank lending, loan operations or related field
• 1 year of supervisory or leadership experience
• Knowledge of lending processes, documentation, collateralization, UCC-1 Law, lien perfection, and Deeds of Trust
• Solid understanding of lending regulations, loan underwriting, audit standards and risk management relevant to the lending function
• Proficient with Microsoft Office and other standard software applications
• Strong analytical skills
• Effective written and verbal communication skills with strong presentation skills
• Excellent interpersonal skills
• Detail oriented
• Critical thinking and problem-solving skills
• High standards for integrity, honesty, professionalism, and work ethic
• Commitment to service excellence
• Ability to work independently while demonstrating excellent organization and follow through
• Demonstrate flexible and efficient time management and ability to prioritize workload
• Ability and willingness to work with purpose and a strong sense of urgency
• Self-motivated, positive, and enthusiastic
• Self-starter with a strong desire to exceed expectations and capable of supporting a team
• Maintain confidentiality discretion
• Ability to effectively work in collaboration with others to achieve business objectives
• Willing to grow and be challenged

COMPREHENSIVE BENEFITS & RECOGNITION:
We believe success should be acknowledged and celebrated. That's why we offer an all-inclusive total compensation package, including generous ATO, personal days, sick time, along with unique offerings such as the ability to combine accrued time with short-term disability for 100% pay, and more. Our Employee Assistance Program and Employee Care Fund provide additional support when you need it most. We celebrate achievements through peer-nominated award ceremonies and an interactive digital rewards platform, ensuring employees' contributions are recognized companywide.

GROW WITH US:

"Grow With Us" is more than a slogan-it's an invitation. Whether partnering with local schools to teach the next generation hands-on financial life lessons through School Bank, exploring diverse career paths through our Banker Academy Program, or investing in yourself through our Employee Stock Purchase program, you'll find opportunities tailored to your interests and ambitions while working for WBT. We invest heavily in development through mentorships, workshops, banking schools, and certifications because when our people grow, our customers thrive.