The Loan Servicing Team Lead is the subject matter expert responsible for boarding and servicing complex loans, including SBA 7a and 504 loans, participations, and requests from Special Assets Department (SAD). Works closely with all Loan Servicing functions, serving as first point of contact for questions and problem resolution. Serves as liaison between Loan Service Center and Special Assets Department. Directs the daily workflow for all loan booking and SBA and participation transaction processing.

ESSENTIAL FUNCTIONS

Leadership/Advisory:

• Demonstrates sound decision-making, with minimal supervision, by identifying situations that require escalation, or when to engage other resources and business partners for assistance. Effectively assess recommendations from outside resources to ensure the best customer experience.
• Provides guidance and assistance resolving more complex issues, with minimal supervision.
• Leads daily operational tasks, and continually monitor process flow for efficiency and expediency to ensure the team meets agreed SLAs.
• Works closely with Loan Servicing Manager and cross-functional business partners to develop, enhance, and document processes and procedures to service a variety of loan products.
• Conducts periodic reviews of team processes and procedures, and recommends improvements as needed to management.
• Carries out implementation of changes to existing operating procedures based on management directives.
• Facilitates team training sessions to ensure consistency, accuracy, and quality expectations are met.
• Lead, mentor, and provide informal performance feedback to team members.
• Provides input on recruiting, interviewing, selecting, and training new employees.

Quality Control:

• Review and reconcile SBA and participation general ledger accounts.
• Review and reconcile Loan Servicing 1701 general ledger account.
• Respond to and investigate general ledger outages.
• Ensure SBA and participation portfolio are in balance.
• Review and verify outgoing wire transfers for SBA, Participations, and SAD loans for accuracy and appropriate disbursements.
• Review and submit monthly SBA 1502 Report via SBA CAFS system.

Loan Servicing:

• Accurately book complex commercial loans to IBS core system, including but not limited to letters of credit, construction, SBA and participation loans.
• Review credit presentations and fully executed loan documents for accuracy and compliance with lending policy for all product types prior to booking, including SBA and participation loans.
• Review Variable Plan Rate/Payment Change report and process any necessary changes.
• Perform loan maintenance to IBS core system, and payment processing for charged-off/non-accrual loans.
• Prepare and remit outgoing wire transfers for SAD loans.
• Review and process incoming wire transfers for SAD loans.
• Primary contact for communication with vendor for SBA payoff quotes and payment processing issues.
• Monitor past due SBA loans and communicate with necessary business partners and vendor as needed.
• Compile and distribute Investor Remittance Reports.
• Researches and responds to routine customer inquiries over the phone or in writing in a positive, professional, and responsive manner. Initiates contact with internal business partners, or third-party vendors as necessary.
• Serve as team SME for IBS core system and Abrigo workflow administration.
• Perform special projects and research as assigned.
• Perform other duties as assigned.

Loan Origination – Systems Analytical Support:

• As directed by Loan Servicing Manager, works with Application Support, Business Solutions Analyst, and LSC team to coordinate implementation of system enhancements and software interfaces.
• Point person for assisting Application Support with test scripts to validate system enhancements and other changes that are developed for loan servicing tasks in IBS core and Abrigo.

SBA/Participation Backup:

• Serve as backup for SBA/Participation loan servicing.

MINIMUM QUALIFICATIONS

• A combination of education and experience equivalent to a high school diploma
• 5 years experience in loan servicing, loan documentation or banking industry
• Valid driver's license

Knowledge, Skills and Abilities:

• Comprehensive knowledge of loan servicing practices, methods, and procedures for accurate processing
• Comprehensive knowledge of closing policies and procedures, funding policies, credit policies, terminology and lending regulatory compliance
• Comprehensive knowledge of SBA lending, procedures, regulations and servicing requirements, including SBA SOP 50 10 and other relevant SOP’s
• Comprehensive knowledge of consumer, commercial, and real estate loan documents, and standard lending practices
• Strong general ledger reconciliation skills
• Customer service oriented
• Effective verbal and written communication skills
• Exceptional time management and organizational skills
• Experience with applicable software including: Abrigo, IBS Insight, and Image Center
• Experience with Microsoft Office Suite (Word, Outlook, Excel, PowerPoint)

Physical Requirements:

Ability to stand, bend, stoop, sit, walk, twist and turn. Ability to lift up to 15 pounds occasionally. Indoor office work environment with a majority of time sitting at a desk.

Compensation:

The hiring range for this position is 27.85 to $37.24 per hour. The compensation offered will fall within this range commensurate with the candidate's applicable experience, education, and skills.