Commercial Loan Servicing Supervisor

Leadership and Staff Management

· Provide direct, hands-on supervision, coaching, development, and performance feedback for a team of six or more loan servicing employees.

· Establish work priorities, service standards, productivity expectations, quality controls, and accountability measures.

· Manage staffing coverage, workload allocation, cross-training, succession planning, and employee development.

· Conduct performance discussions and promote a culture of accuracy, responsiveness, teamwork, and continuous improvement.

· Provide hands-on guidance and escalation support for complex servicing matters.

Commercial Loan Servicing Oversight

· Oversee daily activities for loan boarding, funding, payments, payoffs, advances, disbursements, file maintenance, escrow administration, insurance monitoring, collateral administration, exception tracking, document imaging, lien releases, construction administration and customer servicing requests.

· Ensure transactions are completed accurately, timely, and in accordance with approval terms, Bank procedures, applicable regulations, and established internal controls.

· Monitor operational volumes, service levels, exception trends, errors, and quality-control results; implement corrective action when needed.

· Coordinate issue resolution with lenders, branch personnel, Credit Administration, Compliance, Finance, and technology partners.

· Serve as a subject matter expert for commercial loan servicing and related core-system processes.

Audit, Examination, and Risk Management

· Coordinate and fulfill requests from Internal Audit, External Audit, Compliance, Loan Review, and regulatory examiners.

· Compile accurate documentation, reports, system evidence, and management responses within established deadlines.

· Develop, track, and implement corrective action plans for findings, recommendations, and control gaps.

· Maintain effective internal controls and escalate material operational, compliance, or service risks to the SVP, Director of Loan Operations.

· Support business continuity, records retention, access control, and other operational risk requirements.

Vendor and System Management

· Coordinate day-to-day servicing-related vendor relationships and monitor service quality, issue resolution, and performance expectations.

· Participate in vendor due diligence, periodic reviews, contract discussions, system implementations, upgrades, testing, and post-implementation support.

· Maintain working knowledge of the Bank's loan servicing, exception tracking, imaging, document, and reporting applications.

· Partner with vendors and internal technology teams to resolve system issues and strengthen workflows and controls.

Process Improvement and Committee Participation

· Participate in committees and cross-functional initiatives focused on operational efficiency, customer experience, risk reduction, compliance, and technology improvements.

· Identify opportunities to automate manual activities, eliminate duplicate work, strengthen controls, and improve turnaround times.

· Lead or support workflow redesign, system enhancement, testing, implementation, and change-management activities.

· Prepare recommendations and communicate project status, risks, decisions, and results to management.

Policies, Procedures, and Training

· Write, maintain, and periodically review departmental policies, procedures, desktop instructions, checklists, and workflow documentation.

· Update procedures for regulatory, policy, system, product, and process changes.

· Develop and deliver onboarding, refresher, system, compliance, and cross-training programs.

· Confirm staff understanding and consistent application of approved procedures and controls.

Management Reporting and Communication

· Prepare and analyze management reports covering volumes, service levels, quality, exceptions, audit matters, staffing, and operational risk.

· Provide concise, timely updates to the SVP, Director of Loan Operations regarding significant issues, trends, resource needs, and recommended actions.

· Maintain productive working relationships across the Bank and represent Loan Operations professionally with vendors and other external parties.

· Perform other duties and special projects as assigned.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Education:

• Bachelor's (Required)

Experience:

• Loan Operations: 5 years (Required)

Location:

• Houston, TX 77036 (Required)

Ability to Commute:

• Houston, TX 77036 (Required)

Work Location: In person