Loan Servicing Manager

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The Position Job TitleLoan Servicing Manager Job Description

SUMMARY

This position is responsible for overseeing the Loan Account Servicing Department daily functions, processes and risk controls to ensure loan accounting and data integrity and mitigation of operational risks in Jack Henry loan accounting system including but not limited to loan data input, maintenance, research, advance & payment processing, participation services, GL reconciliation, and loan customer service.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• Ensures department boards and/or uploads loan information accurately and timely to the CORE loan accounting system in accordance with approved request, policies and procedures, including but not be limited to, entry of HMDA and CRA data.

• Ensures accurate and timely maintenance and/or adjustments of loan data in CORE loan accounting system.

• Ensures accurate and timely application of payments received.

• Seeks to obtain immediate resolution and clarification on outstanding issues with applicable department management and directly with Sales.

• Manages escrow analysis and payment process on behalf of Bank and Mortgage divisions.

• Ensures excellent and consistent customer service is provided to lending associates and bank clients.

• Manages staff appropriately by ensuring appropriate scheduling, evaluating productivity and service level to Oklahoma and Texas Community Banks, and measuring performance. Provides coaching and feedback when necessary.

• Provides ongoing leadership and support to team. Plays a key role in recruiting, hiring, and training talent.

• Manages process regarding participation services.

• Manages process of daily and monthly reports generated from CORE loan accounting system and other reports as designated.

• Ensures accurate and timely reporting of SBA guaranteed loans.

• Manages process and ensure timely and accurate resolutions to credit disputes, corrections and inquiries.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Committed to performance excellence by maintaining quality standards for their team.

• Ensures that departmental production goals, service standards and cooperation ratings are met or exceeded.

• Must be very customer centric and able to manage demanding department while meeting defined KPIs for department.

• Maintain an essential understanding of Bank-wide origination and credit approval process while establishing priorities based on the strategic and tactical directions of the bank.

• Is the subject-matter expert and key representative for assigned work group.

• Participates on enterprise initiatives related to new products and services to ensure successful transition for loan operations.

• Develops successor for assigned area of expertise and responsibility.

• Manages loan related risk controls to ensure within established tolerance levels.

• Maintains awareness of CORE loan system updates and industry standards.

• Handles internal customer complaints and escalates issues as needed.

• Recommends and implements possible methods to improve department.

• Completes all required compliance exams on a yearly basis.

• Adherence to all First United Policies and Procedures.

• Other duties as assigned by supervisor.

EMPLOYEE SPECIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• Bachelor's Degree in Accounting, Business or related field required.

• Minimum 10+ years of progressive experience in Banking/Financial Services with a minimum of five years of supervisory experience.

• Three (3) to five (5) years advanced working experience with, and extensive knowledge of loan accounting systems, loan account set up, monitoring and maintenance, lending related regulatory requirements, escrow analysis and processes, loan codes, general ledger reconciliation, research, participation services, and loan customer service.

• Jack Henry or similar loan accounting system experience required.

• Exceptional understanding of financial institution products and services.

• Excellent knowledge of systems such as Microsoft Word and Excel.

Technical/Functional Competencies

• Conduct themselves with the highest levels of professionalism and personal integrity at all times with a constant awareness of how their individual behavior reflects on their department and the organization as a whole.

• Relationship management skills necessary to build relationships across business, operations and credit is required.

• Must have excellent leadership, process management, conflict management, communication, analytical and decision making skills.

• Proven team-building, mentoring, training and coaching skills.

• Ability to work in fast-paced environment, handle multiple tasks and prioritize work.

• Ability to deal effectively and tactfully with personnel from other departments.

• Ability to apply knowledge and sound judgment in decision-making.

• Excellent time management and organizational skills.

• Possess excellent problem solving skills.

• Individual should be knowledgeable in regard to policies, procedures and standards; and should be capable of providing guidance to associates within and across units regarding loan account, documentation and file management and services.

• Some knowledge of document / exception tracking and document imaging systems.

• Understanding and experience in multiple facets of servicing all loan types and loan products.

• Ability to initiate tasks and projects with little or no supervision.

• Exceptional customer service skills.

• Willingness to accept additional responsibilities.

• Dependable and adheres to timelines and schedules.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.

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All Locations:Durant-Corporate

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First United is an Equal Opportunity Employer. To the extent required by Federal or State law, First United does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, or any other characteristic protected by law.