Head of Client Support Services

EEO Employer Availa Bank believes our people make a difference, and we recognize that individual differences and experiences strengthen our teams. Each member of our team is empowered to inspire and enable our clients and the communities we serve to achieve financial success.

LOAN SERVICING MANAGER POSITION SUMMARY The position is responsible for the overall management of the Loan Servicing Department, including oversight of processes and staff. The position requires leadership, training, and supervision of the Loan Servicing department and ensuring that the department supports the lending teams and services the bank’s clients. The Loan Servicing Manager will need to communicate with the loan operations officer and other department managers to promote efficient workflow and establish a positive working relationship across the organization.

BENEFITS Availa Bank offers a rich selection of benefits you can personalize to support you and your family’s needs. Medical, Dental & Vision Plans

Option for Health Savings Account (HSA)

Life Insurance (Company paid for employee)

401K and Employee Stock Ownership Plan (ESOP)

Company Paid Short & Long Term Disability Insurance

Flexible Spending Account (FSA) & Dependent Care

Employee Assistance Program (EAP)

LOAN SERVICING MANAGER ESSENTIAL DUTIES AND ACCOUNTABILITIES Provide leadership, direction, coaching, and development for the Loan Servicing and Loan Operations Assistant functions, establishing clear expectations for accuracy, accountability, service, operational ownership, technical competency, and employee growth.

Serve as the department’s primary subject matter expert and escalation resource for complex loan servicing, operational, transaction, and system-related matters, providing guidance and problem resolution to employees and departments throughout the Bank.

Maintain advanced knowledge of commercial, agricultural, consumer, and mortgage loan servicing, including loan structures, payment application, advances, payoffs, modifications, renewals, extensions, maintenance, monetary and non-monetary transactions, and other servicing activities throughout the life of a loan.

Oversee the accurate and timely booking, maintenance, and servicing of loans within the Bank’s core system, ensuring approved terms, rates, payment structures, maturity dates, customer information, and other critical loan data are accurately established and maintained.

suggest changes to policies and procedures and implement them as necessary.

Assist in managing the processing of loans in non-accrual, charge-off or OREO status as required.

Maintain strong mathematical and analytical knowledge of principal and interest calculations, amortization, accruals, payment application, payoff calculations, variable-rate structures, balances, and other loan-specific calculations necessary to identify, research, and resolve complex discrepancies.

Maintain comprehensive knowledge and oversight of escrow administration, including setup, analysis, collection, disbursement, shortages, surpluses, adjustments, reconciliation, maintenance, troubleshooting, and employee training.

Provide oversight and technical expertise for loan and account maintenance, sweeps, automated transfers, payment functionality, and other system-driven processes, ensuring appropriate setup, authorization, accuracy, controls, and ongoing maintenance.

Oversee applicable general ledger reconciliation, balancing, wire activity, and transaction research, ensuring discrepancies and out-of-balance conditions are promptly identified, investigated, resolved, documented, and escalated as appropriate.

Lead the creation, implementation, maintenance, and ongoing evaluation of procedures and operational processes, ensuring practices are accurate, consistent, efficient, scalable, appropriately controlled, and reflective of current systems and Bank requirements.

Develop and maintain a strong training and cross-training environment, ensuring employees understand how to perform their responsibilities, the loan concepts, system functionality, controls, risks, and downstream impacts associated with their work.

Conduct and oversee robust review of loan servicing and operational activity, using errors, exceptions, reconciliations, trends, system issues, and other information to identify root causes, control weaknesses, training needs, process deficiencies, and opportunities for continuous improvement.

Partner closely with the Loan Documentation and Collateral Manager, VP Loan Operations Officer, Credit, Accounting, Lending, Risk, Compliance, Information Technology, and other areas of the Bank to resolve complex issues, coordinate processes, implement change, and maintain alignment across the lending and operational functions.

Maintain a comprehensive understanding of the enterprise-wide impact of Loan Servicing and Loan Operations, ensuring decisions and processes appropriately balance operational efficiency and customer service with financial accuracy, data integrity, regulatory requirements, risk management, internal controls, and the overall financial and operational performance of the Bank.

Work closely with the Credit Department and VP Loan Operations Officer to ensure all departments are in sync. Requirements LOAN SERVICING MANAGER ROLE QUALIFICATIONS: Education High school diploma or equivalent required

Other Skills and Abilities Demonstrated proficiency in typing with speed and accuracy; Working knowledge of loan policies and procedures

Excellent working knowledge of all lending documents and systems

add, subtract, multiply and divide in all units of measure

Exceptional organizational and time management skills; Be able to work flexible hours and shifts

Travel to/from and work in multiple locations

SUPERVISOR RESPONSIBILITIES This position is responsible for supervising staff in accordance with the bank’s policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.