Director of Loan Operations

POSITION SUMMARY: Ensure the loan operations process provides an effective, accurate and efficient workflow. Assure loan support staff are providing appropriate support to lending staff to deliver a professional and high-quality level of customer service. This position will oversee and manage various projects aimed at improving the efficiency and effectiveness of lending processes within the bank.

MAJOR DUTIES - ESSENTIAL

• Demonstrate Effective Loan Operations Oversight
• Oversee the daily operations of the loan support function to ensure efficient workflow, accuracy of functions, and that policies and procedures are maintained.
• Develop and implement processes and procedures to improve the regulatory compliance and efficiency of loan operations.
• Understand and comply with bank policy, procedures, and regulations as it affects loan operations. Research new and upcoming regulations for compliance within an evolving regulatory framework.
• Acquire and develop in-depth working knowledge of loan operations in order to manage, train, educate and motivate staff that will enable them to meet standards of excellence.
• Oversee the loan imaging process and procedures. This would include being the point person for any changes/updates that are needed for the loan imaging system, oversee the process and progress of loan imaging, monitor and review imaged documents, and provide loan imaging training to loan support personnel.

• Primary liaison with Core Services Provider for loan operations department.

• Provide Supervisory Responsibility

• Provide supervision of direct reports by assigning and directing work assignments, preparing a schedule that provides appropriate coverage, and conducting performance reviews.
• Provide leadership and training to new and existing loan support staff on the technical aspects of loan documentation, compliance, programs, and procedures.

• Supervise loan processing staff to ensure timely response times and accuracy are being maintained for loan services delivery to lenders and customers.

• Demonstrate Outstanding Customer Service

• Establish and maintain a culture that enables loan support staff to deliver value added customer service through high touch, accurate and timely service.
• Ensure loan support staff develop and maintain a high level of cooperation and rapport with loan officers to provide an excellent customer service experience.
• Collaborate with other loan staff by utilizing available expertise and staff resources to deliver quality solutions in a timely manner.
• Serve as a resource for both internal staff and external customers to assist in resolving issues as they arise.
• Clearly develop customer service expectations for all loan support staff based on bank core values.
• Demonstrate Commitment to Life-Long Learning and Professional Development
• Proactively seek to better meet changing customer needs and bank strategic objectives within an evolving regulatory framework by remaining current on the application of existing and newly emerging loan products, financial services, and technologies.
• Identify training opportunities to assist and support the on-going development of the loan support staff.
• Effectively use existing and newly emerging loan products, financial services, and technologies.
• Stay current with banking regulations and products and services that are constantly changing.
• Assist Director of Lending with training and development initiatives.
• Project Management
• Develop project plans, timelines, and budgets in collaboration with stakeholders.
• Coordinate project activities, ensuring resources are allocated effectively.
• Monitor project progress and adjust plans as necessary to meet deadlines.
• Serve as the primary point of contact for all stakeholders, including executives, department heads, and team members.
• Analyze existing lending processes and identify opportunities for improvement.
• Implement best practices and technological solutions to enhance operational efficiency.
• Lead and mentor project team members, fostering a culture of collaboration and accountability.
• Organize training sessions and workshops to enhance team skills related to project management and lending.
• Every effort has been made to identify the essential functions of this position. However, it in no way states or implies that these are the only duties you will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is an essential function of the position.

Education/Experience: Bachelor's Degree with advanced knowledge in a field of study preparing a candidate to proficiently perform loan operations oversight. Possess 3-5 years' experience in banking and/or management preferred. Thorough knowledge of network and software applications, including Microsoft Office Suite software required.

Hearing/Visual Requirements: Must be able to receive employee and customer requests and assignments through verbal and written communication. Working with a computer is important so clear vision of screen is imperative.

Skills: A high level of interpersonal skills to communicate policies, procedures and objectives effectively throughout the bank. A high level of analytical skill to assess and evaluate areas of responsibility and to participate in establishing bank financial goals is essential.

Confidentiality: Has complete access to records and plans of the organization where utmost integrity is necessary to protect the organization's interests and competitive position. Handles confidential and sensitive customer and employee salary information.

Sociological: Must work well under stress and adapt to change. Proactive behavior and initiative will be required in the sales culture and implementation of goals and objectives. Leadership aptitude is needed in representing the bank to both internal and external publics.

COMPETENCIES - MAJOR ACCOUNTABILITIES

• Leadership and Management: Must have strong leadership and decision-making skills with the ability to generate respect and trust from employees and external constituencies, including customers and vendors. Requires excellent organizational and project management skills with the ability to meet deadlines and manage time effectively. Requires an innovative, continuous improvement focus to optimize service delivery in a shared services environment.
• Teamwork: Must have the ability to demonstrate interest, skill, and success in getting groups to learn to work together. Promote cooperation with other departments and ensure that all team members are treated fairly. Recognize and encourage the behaviors that contribute to teamwork.
• Integrity and Confidentiality: Demonstrate the ability to hold confidential information and display honesty and high ethical standards. All customer and company information must be handled in a confidential manner.
• Communication: Possess the ability (both written and oral) to express thoughts and ideas effectively; actively listen to others. Must be comfortable speaking in front of groups.
• Adaptability: Must thrive in working in a positive, team-oriented environment, contributing to the ongoing success of the company. Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations. Must exercise sound independent judgment under limited supervision.
• Interpersonal Awareness: Must have the ability to notice, interpret and anticipate others' concerns and feelings, and communicate this awareness empathetically to others. Make others feel comfortable by responding in ways that convey interest in what they have to say, anticipate how others will react to a situation, and find non-threatening ways to approach others about sensitive issues.
• Collaborative Relationships: Have the ability to develop, maintain, and strengthen partnerships with others inside and outside the organization. Show an interest in what others have to say; acknowledge their perspective and ideas. Take time to get to know coworkers, build rapport and establish a common bond.
• Customer Service: Must understand the role of customer service in a banking environment. Respond sensitively to the needs and priorities of the customer (both internal and external); recognize and take the appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty.

Salary : $80,000 - $120,000