Loan Operations Supervisor

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Summary/Objectives

Responsible for the supervision and leadership of all assigned personnel; directing the daily operational activities relating to Loan Operations and Loan Servicing. Oversees various loan functions including loan boarding, loan maintenance, file administration, escrow administration, investor reporting, tax and insurance monitoring, payoff processing, and security perfections/releases. Provides customer service to internal and external customers regarding loan related issues. Ensures compliance with all Federal and State regulations and organizational policies, procedures within assigned areas.

Essential Functions

• Supervises the team responsible for boarding new loans to the core system, investor remittance, loan maintenance, loan servicing, tax escrow, insurance, loan payment, collateral, participation loans, construction loans, audit preparation functions, report writing, paid off loans, and accurate document retention functions.
• Supervises the daily, weekly and monthly workflow by defining the Residential, Consumer and Commercial Loan Operations/Servicing needs, objectives, resources, and collaborates with management to achieve them.
• Performs assigned duties in accordance with the company Mission, Vision and Values statements, and ensures customers receive exceptional service.
• Responsible for approval and payment of real estate taxes, insurances, wire transfers and budgetary items established within authority levels.
• Manages investor reporting for all investor loans. Coordinates and ensures accuracy of sold loan Investor Loan System set-up. Ensures the accurate and timely remittance of monthly payments to investors and reconciliation of custodial accounts on a monthly basis.
• Ensures compliance with Real Estate Settlement Procedures Act (RESPA) requirements as they pertain to Initial and Annual Escrow Statements.
• Manages the disbursement of funds from escrow/general ledger accounts and the submission of payments related to Real Estate Taxes, Hazard Insurance, Flood Insurance, and Private Mortgage Insurance premiums.
• Directs and facilitates preparation of various monthly, quarterly, semi-annual and annual reports for the Board of Directors, Auditors and Regulatory Agencies.
• Oversees Loan Operations and Servicing documentation and servicing standards. Assists in the review, modification, and/or establishment of procedures and controls as necessary for efficient and cost-effective operation; maintains up-to-date written procedures for the loan operations and servicing areas. Monitors regulatory and policy changes and implements procedures to ensure compliance.
• Manages tracking of private mortgage insurance (PMI) mortgages to ensure compliance with the Homeowners Protection Act of 1998.
• Creates review reports for adjustable rate interest rate changes ensuring sound quality control practices are in place and effective.

Secondary Functions

• Review, respond and take corrective actions for all audits and reviews including but not limited to Internal Audit, Compliance, and Regulatory, as applicable.
• Assists in problem solving; responsible for compliance with various regulations and Company policies as they apply to assigned areas; monitors opportunities for procedure efficiencies and cost controls; fill gaps/needs in workflow by performing daily tasks and functions as needed. Coordinate and implement process improvement projects.
• Keep personnel informed of pertinent policies and procedures affecting the department and/or their jobs; create an atmosphere in which upward communication from employees is encouraged.
• Interact with other departments for a smooth flow of information and collaborations to achieve objectives.
• Takes a lead role in core upgrade and release testing processes, as well as disaster recovery testing.
• Responds to and/or researches advanced or escalated customer requests for information or error resolution as necessary.
• All other duties as assigned.

Competencies

• Customer Service Expertise
• Advanced Computer Skills
• Communication
• Customer Focus
• Creative Thinking
• Problem Solving
• Professionalism
• Business Fundamentals
• People Management
• Coaching Ability

Supervisory Responsibility

Supervision of a staff of individuals, who perform loan operations and loan servicing functions. Recommendation authority and participation in the interviewing and hiring process in the Loan Operations/Loan Servicing areas. Reviews assigned employee performance throughout probationary period and on a regularly scheduled basis thereafter. Establishes, monitors, and communicates performance goals and standards. Makes provisions for the proper orientation and training of new and existing personnel within the assigned area. Monitors vacation/PTO scheduling and appropriate staff coverage to ensure customers receive exceptional service within expected department goals, and daily work completed within department specified timeframes.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, printers and filing cabinets.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit or stand at a desk, listen and speak on a phone, and work on a computer. There may be occasional lifting and transporting of up to 25 pounds. The employee must have physical strength to handle routine office materials and tools. Dexterity of hands and fingers.

Required Education, Experience and Qualifications

• Five years of banking experience or in a related field
• Basic knowledge of current lending regulations including federal, state, and local laws
• Proficient interpersonal relations and communicative skills with an ability to work both independently and collaboratively
• Working knowledge of bank operating policies and procedures which impact Retail and Commercial loan services
• Experience leading and supervising employees in a high paced environment
• Comprehensive computer experience
• Strong oral and written communication skills
• Intermediate math skills
• Excellent customer service skills
• Attention to detail

Preferred Education, Experience and Qualifications

• Bachelor's degree in business or a related field
• Thorough knowledge of current lending regulations including federal, state, and local laws
• Demonstrated leadership and supervisory skills
• Basic knowledge of Federal and State loan compliance regulations
• Notary License desirable

Other Duties

Please note this is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for these job duties, responsibilities and activities may change at any time with or without notice.

Starting Pay Range: $24-$28/hour