Customer Service Operations Support Leader

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.

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. Collaboration and servant leadership are at the heart of everything we do, creating an environment where talent is valued and service is elevated. 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. If you love variety, collaboration, and the occasional customer interaction, this is your stage. 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.

Provide leadership and support to the Loan Servicing team, fostering a supportive and growth-oriented culture

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

Investigate and resolve loan account discrepancies including balance mismatches, call code errors, and posting issues

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

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

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

Participate in outside community activities as required

High school diploma or GED

Bachelor’s degree in related field preferred

3 years of experience in bank lending, loan operations or related field

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

Commitment to service excellence

Demonstrate flexible and efficient time management and ability to prioritize workload

Self-starter with a strong desire to exceed expectations and capable of supporting a team

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.

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.

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