Commercial Relationship and Servicing Supervisor

ABOUT THE ROLE

CountryPlace Mortgage is seeking a Commercial Relationship & Servicing Supervisor in commercial lending operations. Based in our Plano, TX headquarters, this role is instrumental in driving strategic account management, leading process development and operational improvement, and developing team capabilities. The Commercial Relationship & Servicing Supervisor serves as a subject matter expert and requires a high degree of independence, strategic thinking, and cross-functional collaboration, with regular engagement across credit underwriting, Regional Sales Managers, Retailers, manufacturing partners, auditors, and vendors.

This position combines high-level commercial account servicing responsibilities with strategic business relationship functions. You will play a key role in managing complex dealer accounts, designing scalable processes, and cultivating new relationships to expand our lending footprint. The ideal candidate is a seasoned professional who thrives in a fast-paced environment, brings a consultative approach to client engagement, and demonstrates strong strategic thinking and leadership capabilities.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Strategically engage with factories and dealers to manage high-value commitments
• Design, implement, and manage departmental processes to improve efficiency, accuracy, and scalability
• Identify operational gaps and lead resolution efforts through process redesign and documentation
• Develop and maintain SOPs, training guides, and workflow documentation
• Monitor KPIs and operational metrics, presenting insights and recommendations to leadership
• Lead cross-functional initiatives to align commercial lending operations with broader business goals
• Champion system enhancements and automation opportunities, including Solifi optimization
• Support internal audits and compliance reviews, ensuring adherence to regulatory and company standards
• Serve as a liaison between account management and underwriting to ensure process alignment
• Oversee and approve complex invoice and MCO transactions with minimal oversight
• Analyze credit line utilization trends and advise on optimization strategies
• Lead reconciliation of monthly billing statements and ensure financial accuracy
• Facilitate payment processing and troubleshoot exceptions
• Coordinate third-party inventory inspections and lead resolution of audit discrepancies
• Perform payoff workflows, ensuring compliance and timely document delivery
• Lead onboarding for new dealers, delivering expert-level training and support
• Review and authorize pending orders, applying advanced credit and curtailment analysis
• Ensure accurate and timely data entry into Solifi for approved orders
• Provide strategic payoff guidance to dealers and third-party lenders
• Perform document distribution upon loan payoff
• Implement delinquency management strategies and lead recovery efforts
• Partner with underwriting to assess and recommend credit line adjustments
• Manage Help Scout communications and ensure timely resolution of escalated issues
• Foster long-term dealer and supplier relationships, acting as a strategic consultant
• Audit inspection reports and lead resolution of complex unit discrepancies
• Lead financial documentation collection for annual reviews, ensuring compliance and completeness
• Draft and execute formal collection communications, supporting legal and credit recovery efforts
• Design, implement, and advance strategic process improvements and departmental initiatives, ensuring alignment with organizational goals and operational excellence
• Mentor peers and junior Account Managers on best practices and process adherence
• Communicate and present operational insights, performance trends, and strategic initiatives to the Director of Floorplan and Commercial Finance and other departmental leaders, contributing to broader business planning and decision-making
• Collaborate with the CPM Business Relationship Managers and CPM Retail Sales team to process and route for approval dealer eligibility for retail financing programs

POSITION REQUIREMENTS, CAPABILITIES & SKILLS

• Strategic, self-directed, and highly accountable
• Excellent interpersonal skills and ability to build rapport across diverse teams and clients
• Proven ability to design and manage complex operational processes
• Exceptional interpersonal and leadership skills
• Mastery of written, verbal, and presentation communication
• Bilingual proficiency preferred
• Expert-level proficiency in Solifi preferred
• Proven ability to manage high-risk accounts and complex collections
• Consultative approach to client service, balancing business goals with relationship management
• Comfortable presenting to senior leadership, with the ability to translate operational data into actionable insights

MINIMUM QUALIFICATIONS

• Bachelor's degree required, in Finance, Accounting, or Business
• 3 years of commercial loan servicing in manufactured housing, auto, RV, or marine

1. OR

• 5 years of commercial loan servicing in finance or banking
• Advanced spelling and grammar skills
• Working knowledge on applicable computer software systems to include Microsoft Office and internal software

WE OFFER

• Competitive Salary
• Medical/Dental/Vision Insurance
• Paid Holidays
• 401K Match
• Generous PTO
• FSA/HSA Plans
• Life /Disability/Accidental Insurance and much more!