Consumer Loan Operations Assistant Manager

Role Summary

The Consumer Loan Operations Assistant Manager leads and supports all aspects of the Bank’s consumer loan servicing and loss mitigation functions.  The ideal candidate will assist in overseeing the daily operations of the consumer loan servicing department, ensuring efficient processing, compliance with regulations, and exceptional service delivery. This role requires strong leadership, operational expertise, and the ability to foster a collaborative team environment. The incumbent should have an in-depth understanding of governing rules and regulations and the implication of processes on other groups within the department and other divisions within the Bank.  

Key Responsibilities / Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assist in managing the daily operations of the consumer loan servicing department. This may include but is not limited to specialized activities to support customer service, investor reporting and balancing, tax and insurance monitoring, payment servicing and research, payoffs, new consumer loan account boarding, foreclosure referral, bankruptcy, modifications, and document imaging. 
• Supervise and support loan operations staff to ensure high performance and adherence to policies and procedures.
• Assist in developing, training, and mentoring team members to achieve professional growth and departmental goals.
• Responsible for recruiting and hiring decisions, performance reviews, and reward and recognition of employees under supervision.
• Monitor and ensure compliance with banking regulations, internal policies, and industry best practices.
• Collaborate with cross-functional teams, including credit risk, compliance, and customer service, to optimize the loan servicing process.
• Identify and implement process improvements to enhance operational efficiency and customer satisfaction.
• Prepare and analyze operational reports to track performance metrics, identify trends, and address potential issues.
• Serve as a point of escalation for complex loan inquiries or disputes, ensuring prompt resolution.
• Stay updated on industry trends, regulatory changes, and technological advancements to maintain a competitive edge.
• Maintain and demonstrate proficiency with loan software applications.  Work with system providers to utilize applications to fullest capacity, streamlining processes and procedures, ensuring accuracy and compliance. 
• Participate in and provide assistance to the Consumer Loan Operations Manager for any projects with data conversion and mapping.
• Work with Consumer Loan Operations Manager to coordinate the testing and staff training needs for periodic updates to system software and verification.
• Serve as point of contact and is responsible for performing data interface tasks with third party vendors and ensures data is complete and accurate.  Escalates issues in a timely manner to allow for rapid resolution.
• Apply in-depth loan workout experience to find appropriate alternatives to foreclosure.  Assist with the evaluation of the customer’s financial ability, intent, willingness, reason for default, and ability to make payments and apply appropriate retention or liquidation solutions.
• Identify business challenges and recommend solutions that enable the department and organization to achieve its goals.
• Perform thorough research and respond to all error resolution and information requests in a timely manner.
• Assist with internal and external audits.
• Maintain confidentiality and security of sensitive information.
• Adhere to all corporate policies and procedures, Federal and State regulations, and laws.
• Complete all mandatory annual compliance training.
• Follow regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identification, detection and determent of money laundering and other unlawful activities, as well as regulations pertaining to lending and consumer compliance to include fair lending laws.
• Perform other duties and special projects as assigned.

Job Requirements

Education:

• High School Diploma or equivalent.

Required:

• Minimum of 7-10 years related consumer and/or mortgage lending experience.
• Previous leadership experience of 3 to 5 years.
• Strong knowledge of real estate insurance and property tax, consumer lending products, loan processing, and regulatory compliance (e.g., Truth in Lending Act, Fair Lending, Fair Debt Collections Practices Act, etc.).
• Comprehensive knowledge and understanding of loan and mortgage documents, credit reports, appraisals, default servicing, loan default legal processes and legal terminology
• Excellent communication, analytical, organizational, and problem-solving skills.
• Proficiency in loan management systems and Microsoft Office Suite.
• Ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
• Strong leadership and team-building abilities, with a focus on fostering a positive work culture.
• Ability to understand and use Bank policies and procedures to ensure operational efficiency and regulatory compliance.
• Ability to quickly adapt to frequent changes, delays or unexpected events in the work environment.
• Ability to manage multiple tasks in a fast-paced environment to meet all designated deadlines.
• Ability to communicate positively and effectively one-on-one and in group meetings or presentations.
• Ability to think and act independently within guidelines and limitations of Bank policy and assigned personal authority.

Preferred:

• Previous investor reporting experience, specifically with Government Sponsored Enterprise (GSE), preferred.
• Experience with FiServ Signature products.

About HomeTrust Bank

HomeTrust Bank, founded in 1926, is a North Carolina chartered, community-focused financial institution committed to providing value-added community banking through online/mobile channels and multiple locations in Virginia, North Carolina, South Carolina, Tennessee, and Georgia. Learn more at www.htb.com. Apply today to take your first steps towards joining this talented population of employees within a growing organization. 

Work Environment, Physical Requirements

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  HomeTrust Bank promotes an equal employment opportunity workplace which includes reasonable accommodation of qualified applicants and employees.

• This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• Physical activity requiring reaching, sifting, lifting to 25 lbs., finger dexterity, grasping, feeling, repetitive motions, talking and hearing are required.
• The employee will frequently communicate and must be able to exchange accurate information with others.
• The employee may need to move around their office to attend meetings and to access files, machinery, or other job-related tools.

DISCLAIMER: HomeTrust Bank is an evolving company.  As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

HomeTrust Bank values and promotes diversity and inclusion in every aspect of our business and at every level within the company. We recruit, hire, and promote employees based on their individual ability and experience and in accordance with Affirmative Action and Equal Employment Opportunity laws and regulations. Our policy is that we do not discriminate on the basis of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, pregnancy, marital status, status as a protected veteran, or any other status protected by federal, state, or local law.