File Management Supervisor

Description

POSITION SUMMARY:

At F&M, our File Management Supervisor provides day-to-day supervision and internal support for the file management associates; and they identify opportunities for improvement to enhance efficiency, productivity, and overall performance. In addition, the role will support The Banks standards for the integrity, quality, and accuracy of the loan files within the core and key systems. The File Management Supervisor will have experience with supervisor skills, banking loan processes, and customer service. The File Management Supervisor needs to be trustworthy and precise. This role will contribute to reinforce our reputation as a trusted bank.

OBJECTIVES OF THIS ROLE:

• Supervise File Management Associates, ensuring workloads are balanced, procedures are followed, and service standards are met.
• Provide internal support for Retail, Comm/Ag, Deposit, Compliance, and Audit staff regarding file documentation and issues.
• Foster collaboration with Retail, Commercial/Agriculture, Compliance, and Audit to deliver strong customer service.
• Ensure daily operations comply with applicable regulations.
• Oversee the accurate administration of file documentation, and system configurations.

RESPONSIBILITIES:

• Supervise and coach File Management Associates, providing training, guidance, and daily oversight of activities.
• Ensure adequate staffing coverage and equitable distribution of work across the team.
• Serve as an escalation point for file related issues, ensuring prompt resolution in line with policies and procedures.
• Collect, analyze, and interpret data to support process improvement initiatives.
• Exercise sound judgement in reviewing the files and ensure accurate documentation.  
• Support Retail, Commercial/Ag, Deposit, Compliance, Audit teams, providing prompt resolution to documentation issues, questions or changes, and enhancements.
• Meet and exceed bank service standards while complying with bank procedures and security protocols
• Oversee File Management Associates for completion of daily tasks, demonstrating respect and professionalism, being prompt, and supporting management with special requests as needed.
• Maintain updated department procedures and forms to support staff consistency.
• Communicate regularly with the Central Fulfillment Administrator; customer or staff issues, department needs, recommendations or improvements regarding procedural changes that can improve customer service, accuracy, efficiency, and cost savings.
• Maintain strict confidentiality regarding customer’s personal and financial information.
• Back up File Management Associates
• Promote teamwork, accountability, and service excellence within the File Management Associates.

LEADERSHIP:

• Promote and encourage F&M culture and values; promotes a highly engaged and productive work environment, where employees feel comfortable speaking up about issues and can realize their best lives.
• Directly leads a team of 3-5 File Management Associates and Comm Ag Post Closers providing guidance, regular performance feedback, & development.

Requirements

 QUALIFICATIONS:

• High School Diploma, associate’s degree in business, Finance, or related field preferred; equivalent combination of education and banking experience considered.
• Minimum 3–5 years of experience in file management or banking operations, with at least 2 years in a supervisory role.
• Strong knowledge of loan and deposit products, regulatory requirements, and daily operational processes.
• Ability to supervise staff, delegate work, and provide coaching and feedback.
• Strong organizational skills with attention to detail and accuracy.
• Effective problem-solving skills and ability to resolve operational issues.
• Strong communication and interpersonal skills with ability to collaborate across departments.
• Proficiency in Microsoft Office and familiarity with core banking systems.

ADDITIONAL REQUIREMENTS: Certificates and Licenses

• Valid Driver’s License 
• Notary Public Commission
• Comply and satisfactorily pass tests for bank policy and regulatory compliance that apply to position.

COMPLIANCE:

• As generally applicable to F&M Bank and commensurate with these job functions, this job role includes accountabilities for following Bank policies and related procedures, as well as regulatory requirements involving federal and state laws, regulations, and related guidance.
• Compliance with Bank Secrecy Act (BSA), including accurate completion of Currency Transaction Reports (CTR) when applicable, Anti-Money Laundering Act (AML), Office of Foreign Asset Control (OFAC) and the USA PATRIOT Act. Adhere to Customer Identification, Customer Due Diligence and reporting of suspicious activities to the BSA Department.

LEADERSHIP COMPETENCIES:

• Managing Conflict: Listens well, diffuses conflict before it starts, finds solutions to problems in a constructive manner, handles difficult people.
• Agility: Ability to respond to changing conditions quickly with mechanisms in place to manage, mitigate, and minimize disruption. 
• Leading Change: Champions organizational change initiatives. Assesses and adjusts to changing situations, implementing innovative solutions to make organizational improvements.
• Leading People: Designs and implements strategies that maximize employee potential in meeting the organization’s vision, mission, and goals. Provides an inclusive workplace that fosters the development of others to their full potential.