Loan Servicing Assistant Manager (FT)

Job Title: Loan Servicing Assistant Manager

Department: Loan Administration

Job Status: Full Time

FLSA Status: Exempt

Grade: 10

Amount of Travel: No Travel

Reports To: VP, Loan Administration Manager

Positions Supervised: Loan Servicing Specialists

Position Summary

Under the general supervision of the VP, Loan Administration Manager, the Loan Servicing Assistant Manager assists in the supervision of the day-to-day functions and responsibilities of the Loan Servicing Department. Ensures that all policies, procedures and regulations are followed, as they pertain to the department.

Essential Functions

• Oversee and track post-booking Quality Control on all loans.
• Assist in the management, development and training of the loan servicing staff and encourages a cohesive and collaborative working environment.
• Review daily maintenance reports for exceptions, escrow refunds, scheduled rate change notices, receivables generated, change of loan minors, error corrections related to the department, daily batch recap report for errors related to the department, rate changes made to loans, department override transaction activity, scheduled allotments, OnBase rejections and other reports as required.
• Delegate responsibilities to the department staff regarding uploading of new loans, reporting and notices; assure that staff is following third party procedures and bank policy.
• Work closely with other departments including Audit, Compliance and Loan Processing to complete regulatory audits, perform system upgrades and support open lines of communication between departments to ensure processes are effective and streamlined.
• Responsible for reviewing and implementing all FiServ maintenance and upgrades. Will oversee the performance of all required testing prior to upgrade and report to upgrade team any issues. Will be responsible to oversee the performance of any maintenance necessary regarding the upgrade.
• Answer and resolve escalating customer complaints and problems.
• Assume responsibility for researching and rectifying consumer disputes with Credit Bureaus as required by the Fair Credit Reporting Act (FCRA) and Fair and Accurate Credit Transactions Act (FACTA) which includes written requests from borrowers and requests submitted to EOscar. Ensure responses are provided within the regulated timeframe.
• Assume responsibility that department is following record retention guidelines and oversee the tracking and follow up on incomplete and missing documentation in accordance with the digital file process.
• Performs daily reconciliation of GL accounts related to Loan Servicing processing.
• Perform Quality Control of Participation Payments for Lead and Non-Lead Participation Loans.
• Perform Quality Control of Rate Change Notifications prior to these notices being sent to the borrower.
• Perform Quality Control of loan modification maintenance and follow up with the appropriate staff on tracking that originals are received in a timely manner and documentation in uploaded into OnBase.
• Work closely with the VP, Loan Administration Manager to create improved efficiencies and update procedures as necessary.
• Must complete BSA, AML, and other Regulatory and Continuing Education as assigned.
• Must adhere to all bank and regulatory policies and procedures specific to position.
• Assumes additional responsibilities as requested.
  
  

Position Qualifications

Competencies

• Decision-Making/Judgment
• Employee Development
• Management Effectiveness
• Results Focus
• Teamwork & Cooperation
  
  

Education/Experience/Skills & Abilities

• Associate’s degree or the equivalent work-related experience required.
• Minimum 3 years of relevant experience.
• Knowledge of each operational aspect of the department.
• Excellent communication skills.
• Working knowledge of Microsoft Office (Word and Excel) required.
• Ability or organize, prioritize, delegate, meet deadlines and balance numerous tasks at the same time.
  
  

PHYSICAL DEMANDS

Physical Demands

Lift/Carry

Stand Occasionally

10 lbs or less Frequently

Walk Occasionally

11 – 20 lbs Occasionally

Sit Constantly

21 – 50 lbs Not Applicable

Handling/Fingering Frequently

51 – 100 lbs Not Applicable

Reach Outward Occasionally

Over 100 lbs Not Applicable

Reach Above Shoulder Occasionally

Push/Pull

Climb Occasionally

12 lbs or less Occasionally

Crawl Not Applicable

13 – 25 lbs Occasionally

Squat or Kneel Occasionally

26 – 40lbs Not Applicable

Bend Occasionally

41 – 100 lbs Not Applicable

N (Not Applicable) Activity is not applicable to this occupation.

O (Occasionally) Occupation requires this activity up to 33% of the time (0-2.5 hrs/day)

F (Frequently) Occupation requires this activity from 33%-66% of the time (2.5-5.5 hrs/day)

C (Constantly) Occupation requires this activity more than 66% of the time (5.5 hrs/day)

Other Physical Requirements

None

Westfield Bank has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.