Loan Servicing Supervisor

ROLE PURPOSE

This position is responsible for providing direct supervision for staff while providing hands-on support where needed. In addition to supervisory duties for the department, this position coordinates staff coverage, works to create efficiencies while enhancing procedures, provides support to other departments of the bank to resolve more complex customer service issues, and takes on special projects within the department. 

Loan Servicing is responsible for assisting members with loan questions, Payment Protection, GAP, CPI, Warranties, vehicle titles, credit bureau disputes, account research, adjustments and corrections, member requests under SCRA and other centralized loan servicing requests as assigned.

ESSENTIAL POSITION FUNCTIONS

1. Supervise and monitor the productivity and daily functions of the Loan Servicing staff to ensure compliance with policies and regulatory requirements and to maximize operational efficiencies and operational excellence.
2. Provide support, assistance, and backup processing for all Loan Servicing functions including, but not limited to payments, payoffs, line advances, disbursement of loan funds, file maintenance requests, recording and satisfaction of loan documents, loan collateral administration, scanning of loan documents, and image retention on the core system.

1. Maintain and demonstrate proficiency with loan servicing core applications.

1. Assist with gathering items for Internal Audit and Compliance requests.
2. Reviews, monitors and tracks override exception reports. Ensure all exceptions have been properly administered.
3. Develop, recommend and report on process flow improvements and services.
4. Develop staff for career progression with regularly scheduled coaching sessions.
5. Conducts timely and constructive performance evaluations, providing recommendations for career development, promotion, and/or salary adjustment as appropriate.
6. Ensure staff provides exceptional service to both members and internal customers.
7. Investigate and resolve member complaints as they relate to the service received from staff. Informs VP, Loan Administration of complaints and actions steps taken in resolution.
8. Investigate system and service issues with the various third-party vendors used to carry out the department’s functions.
9. Comply with all state and federal regulations, credit union policies, procedures, and guidelines to protect the credit union, its members and their assets.
10. Actively participates in all branch and staff meetings to maintain awareness of organizational issues, promotional campaigns, stays current on policies, procedures, compliance and makes suggestions for improvement.
11. Works to increase knowledge, technical skills and professional development through available internal and external sources.
12. Works as a member of the Argent Credit Union team to ensure achievement of the credit union’s mission and goals.
13. Maintains a professional work environment and businesslike appearance.
14. Perform additional duties and responsibilities as deemed appropriate.