Director of Loan Operations

Role and Responsibilities:

1. Lead and manage the Loan Operations team, fostering a culture of excellence, teamwork, and continuous improvement.
2. Manage and lead all aspects of the Loan Operations Department, ensuring that all loan transactions (New, Renewal, Modifications, and Extensions) are completed accurately and in a timely manner, including proper posting of related transactions.
3. Oversee the loan processing, booking, servicing, and maintenance processes to ensure timely, accurate, and compliant execution.
4. Oversee loan servicing functions, ensuring timely and accurate processing of loan payments, payoffs, advances, maintenance, index and interest rate changes, adjustable-rate loan servicing, generation of pay-off letters, satisfaction of collateral documents, processing partial releases, maintaining loan general ledgers, generating loan statements and notices, managing non-accrual and charge-off loans, and tracking special loan terms
5. Ensure timely and accurate servicing of escrow loan accounts, including escrow disbursements (for insurance and taxes) and escrow analysis for both Residential and Commercial loans.
6. Monitor and manage applicable insurance (primarily Hazard and Flood) protecting the loan portfolio, including oversight of the Lender Placement and Flood Monitoring Programs, and managing third-party vendors providing forced placed insurance services.
7. Lead regulatory processes, including Credit Bureau Reporting, Regulation X, PMI servicing, Flood Insurance compliance, periodic statements, payment practices, customer requests for information, and pay-offs.
8. Utilize Jack Henry Silverlake and Onboard Loans platforms to streamline and optimize loan processing workflows, ensuring system configurations align with operational objectives.
9. Collaborate with other departments, including Credit, Finance, Risk, Compliance, and IT, to ensure seamless integration of loan systems and processes.
10. Leading and/or participating in strategic projects
11. Establish and implement best practices for loan documentation, approval, and servicing to meet both operational and regulatory requirements.
12. Monitor metrics to ensure timely loan disbursements, servicing, and resolution of issues.
13. Provide leadership in troubleshooting operational challenges related to loan systems and processes, working closely with internal stakeholders and vendors to resolve issues efficiently.
14. Develop and execute training programs for the loan operations team, ensuring they are proficient in Jack Henry Silverlake and Onboard Loans functionality and compliance standards.
15. Maintain a deep understanding of industry regulations, reporting requirements, and compliance guidelines to mitigate risks and ensure regulatory adherence.
16. Continuously assess and recommend process improvements to enhance operational efficiency, reduce costs, and improve customer experience.
17. Collaborate with senior leadership to define strategic goals, budget requirements, and resource allocation for the loan operations department.
18. Participates in peer forums through Jack Henry Associates, Tennessee Bankers Association, or CBTC related affiliates.
19. Act as a liaison between the loan operations team and key stakeholders, including external vendors, auditors, and regulators.

Qualifications and Education Requirements

• Bachelor’s degree in Business Administration, Finance, or a related field (Master’s degree preferred).
• Minimum of 7-10 years of experience in loan operations, with at least 3 years in a leadership role.

Preferred Skills:

• Excellent verbal and written communication skills
• Proficient in Microsoft Office Suite (Word and Excel) or related software
• Strong organizational, supervisory and leadership skills
• Extensive experience with Jack Henry Silverlake core banking platform and Onboard Loans system, including system configuration and process integration.
• Strong understanding of loan products, services, and industry regulations (e.g., RESPA, TILA, ECOA, etc.).
• Proven track record of managing operational teams and driving process improvements.
• Exceptional leadership, communication, and interpersonal skills with the ability to collaborate with other departments.
• Strong problem-solving skills and ability to navigate complex operational and system challenges.
• Experience in project management and change management.
• Detail-oriented with a focus on accuracy, compliance, and operational efficiency.
• Ability to manage multiple priorities in a fast-paced and dynamic environment.
• Ability to manage and balance multiple tasks, changing priorities and ability to work independently and as part of a team.
• Familiarity with other loan servicing and origination systems beyond Jack Henry and Onboard Loans