Loan Servicing Manager

Description

POSITION SUMMARY: This position is responsible for overseeing the daily activities of the Loan Servicing Department, the efficient administration and operation of all residential, commercial and consumer loan servicing support services, including tax and insurance escrow administration; commercial participation and swap servicing; secondary market reporting; external/internal customer service on loan issues; and for supporting Bank products and services.

KEY RESPONSIBILITIES:

Loan Servicing: Oversee all loan servicing activities to ensure timely and accurate servicing of all loan account records and documentation, including customer loan payments, tax payments, insurance records, loan discharges, loan filings and collections. 

Secondary Market Loan Operations Management: Manage the daily activities of the secondary market loan-servicing department to ensure accurate and timely processing and reporting of all loan account records and documentation. Assist customers and company staff members with questions or problems concerning loan accounts; ensure that the loan-servicing department provides a high level of customer service. 

Commercial  Loan Servicing: Oversee all of commercial loan servicing activities to ensure timely and accurate servicing of all account records and documentation, including the processing of -manual payments for participation loans including the wires to other banks when appropriate, commercial loan payoffs, change in terms, the onboarding for new commercial loans, track line of credit decreases and commercial loans that complete the construction phase, reconciliation of the commercial loan suspense general ledger insurance tracking for loans over $5 million. Responsible for the manual rate changes for Commercial Loans on a monthly basis.

Develop, review and recommend to the Director of Loan Operations policies and procedures for loan servicing operations. 

• Identify and recommend changes in operations to improve efficiencies and work flows; implement as approved.
•  Develop and implement staff training programs as necessary. 
•  Recommend changes in other company operations as appropriate to improve efficiencies and the integrity of loan servicing and records. 

Supervise the activities of loan servicing staff members and establish performance standards and production objectives. Conduct annual performance appraisals and salary reviews and recommend personnel action as appropriate for the loan servicing staff members. Initiate internal and external ongoing training/education for all Loan Servicing staff members as appropriate to improve and expand their skills and capabilities (including product knowledge and cross selling); motivate and coach staff to develop their sales, service and banking skills.

Remain abreast of current regulatory requirements for loan servicing and implement operating changes as necessary to ensure continued Bank compliance. Remain aware of other issues affecting loan servicing, including municipal requirements concerning tax payments and implement operating changes as necessary to ensure continued Bank compliance and efficient operations.

Establish new loan account products on the Bank's core computer system.

Support Bank products/services: Maintain knowledge of current KSB products and services. Actively utilize as many Bank products and services as possible in order to fully understand their features and benefits and to be able to communicate effectively with customers and prospective customers.

Talk to customers and listen for “cues and clues” to determine needs; respond to customer inquiries and evaluate their needs; suggest Bank products/services to customers to meet their needs; make referrals to other Bank personnel as appropriate. 

Community/public relations: Actively participate in community organizations and events. Represent the Bank in the community. Monitor participation by loan processing staff in community organizations and events. 

Other duties: Demonstrate reliable attendance and punctuality. Work at other Bank branches as needed for customer service, operational, or training purposes. Attend and participate in Bank meetings. Attend internal and external training to improve skills and knowledge relevant to the loan processing manager position. 

Understand and fully comply with Kennebec Savings Bank’s Core Values.

Perform other duties as required. 

POSITIONS REPORTING TO THIS POSITION:

•  Loan Servicing Specialist

Requirements

EDUCATION/EXPERIENCE REQUIRED:

•  Bachelor’s degree with concentration in business or finance and/or equivalent work experience.
•  3 to 5 years' progressively more responsible experience in all types of loan servicing; experience with staff management is desirable.
•  Computer literate, with specific experience in word processing, spreadsheet and loan/mortgage origination and tracking system applications.
•  Must be able to deal with people in a confidential and professional manner.

OTHER REQUIREMENTS:

•  Must have strong written communications skills, including letter and report-writing ability.
•  Must be able to lift files or other documents of approximately 20 pounds.
•  Must be able to read and work with computer print-out reports.
•  Must be able to stand or sit for extended periods of time over four hours per day.
•  Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.
•  Must be able use the telephone to converse with customers for extended periods of time; must be able to communicate clearly by telephone; must have good listening ability and skills.
•  Must be able to prioritize and organize work flow; must have good attention to detail; must be able to handle multiple jobs.
•  Must have the ability to think through a problem, following proper steps in finding resolution.
•  Must have a high degree of ethics and maintain confidentiality of customers and accounts.
•  Must be friendly, courteous and sensitive to the needs of customers and coworkers.