What are the responsibilities and job description for the Loan Servicing Manager position at THE PADUCAH BANK AND TRUST COMPANY?
Position Title: Loan Servicing Manager
Department: Loan Servicing
Reports To (position): Chief Operating Officer
General Summary/Purpose
(What is this role intended to accomplish? Why does it exist?)
The Loan Servicing Manager directly manages Loan Servicing and provides guidance and direction for the Loan Servicing team in a manner to ensure accurate and efficient servicing of loan accounts while maximizing proficiency of compliance, growth, and profitability. This role works directly with the Chief Operating Officer for special projects, new strategies or developments. This role also collaborates with Relationship Managers, Loan Assistants and Compliance Managers/Directors to ensure compliance and consistency with loan documents, loan policy and loan processes. Primary functions include maintaining knowledge of all tasks within Loan Servicing, cross-training teammates for various roles within the team, developing and measuring key performance indicators (KPIs), and identifying opportunities to automate, streamline and continuously improve processes, and other duties as assigned.
Key Duties and Responsibilities
#1 Supervision/Managing Percentage of time: 40%
Serve as direct manager for Loan Servicing. Conduct GPS reviews and coordinate scheduling as needed. Serve as an advisor to Relationship Managers, Loan Assistants and other teammates for clarification of processes or procedures, or an exception to bank policy. Develop and maintain extensive knowledge of all Loan Servicing functions. Ensure all Loan Servicing teammates are cross trained in multiple roles within the department to promote operational continuity and resilience. Develop, implement, and monitor key performance indicators (KPIs) to measure team productivity, accuracy, efficiency, and service quality. Ensure the Loan Servicing team has a client first approach to all internal and external client interactions. Encourage open communication within the Team for personal achievements and Team success.
#2 Operations Support/Error Resolution Percentage of time: 30%
Serve as primary contact for Core processing system (CSI) and other loan servicing related vendors. Provide loan systems support and training to Loan Servicing and other teammates as necessary to mitigate and resolve errors. Monitor loan account/CIP exceptions and provide assistance to internal/external auditors and examiners for loan related audits/exams/reviews. Identify opportunities to automate manual processes and streamline workflows to improve efficiency and reduce errors. Continuously evaluate and improve operational procedures to enhance service delivery and team performance.
#3 New Strategies/Project Involvement Percentage of time: 20%
Work in conjunction with Chief Credit Officer and bank management on new product and service implementations as well as implementation of policy and procedure changes which affect Loan Servicing. Direct the development and maintenance of department procedure manuals to ensure continuity of Loan Servicing functions through staff changes or disaster recovery. Lead initiatives to implement process improvements, automation tools, and technological solutions that enhance departmental effectiveness and support continuous improvement culture.
#4 Tracking & Reporting Percentage of time: 10%
Ensure accurate reporting is maintained and communicated as requested by various areas of the bank. Develop skills and maintain knowledge of IQ reporting system. Prepare and analyze KPI reports and metrics dashboards to track department performance, identify trends, and communicate results to senior management. Use data-driven insights to make informed decisions regarding staffing, training needs, and process improvements
Qualifications:Education, Training and Skills Required
(Identify the minimum required to perform the duties and responsibilities.)
____ Limited training normally acquired through high school education
____ Specialized education/training normally acquired through up to 18 months of higher education
____ Education/training equivalent to an Associates’ Degree
_X__ Education/training equivalent to a Bachelors’ Degree
____ Education/training equivalent to a Masters’ Degree
____ Advanced education/training in a recognized field of specialization, e.g. CPA, MBA
____ Other (please specify)
Experience Required
(Identify the minimum required to perform the duties and responsibilities as well as the type of experience required.)
____ None
____ Three months to one year
____ More than one year, fewer than three years
_X__ More than three years, fewer than five years
____ More than five years, fewer than eight years
____ More than eight years