Retail Loan Servicing and Non-RE Manager-Officer

Position Summary: The Retail Loan Servicing and Non‑RE Manager/Officer provides strategic leadership and operational oversight for non‑real estate loan processing and funding, and the servicing of HELOC and non‑real estate secured loans including process development, system administration, product support, and accurate credit reporting.

Essential Functions

• Provide leadership and oversight of Retail Loan Servicing Retail Non-Real Estate teams, including setting service standards, directing daily activities, and coordinating across teams. Manage and administer all functions in alignment with operational policies and initiatives while maintaining broad expertise in all loan products and services supported by the department.
• Responsible for the oversight and management of Fair Credit Reporting for the bank. This includes accurate reporting at the transaction level and the monitoring, reporting and handling of all customer disputes within a timely and compliant manner.
• Collaborate with the leadership of Retail/Consumer divisions, and other leaders as necessary on loan processing, funding, and servicing related issues. Work closely with management team to develop and implement products, workflows and delivery strategies.
• Responsible for the productivity, performance, budgetary input, and risk management of Retail Servicing and Retail Non-Real Estate processing teams.
• Demonstrate thorough understanding and ability to apply in-depth knowledge of all federal regulations and bank policies and procedures related to the processing, funding and servicing of HELOC & non‑real estate loans.
• Apply strategic thinking, critical analysis, and sound decision-making to understand, evaluate, and manage complex business situations, driving positive business outcomes through the integration of strategic, financial, and operational expertise.
• Research and respond to all Compliance/Audit reviews and findings. Follow up and implement changes and improvements as needed based on their feedback and recommendations. Collaborate with the Compliance Department to understand regulatory interpretations and provide ongoing compliance training and development with staff.
• Exercise judgment concerning staffing, performance reviews, promotions and salary recommendations.
• Maintain and demonstrate extensive knowledge about the systems and technology utilized for the origination, ongoing servicing, and maintenance of the loan portfolio, including Navigator, Director, MLC, LiveVox, Service Desk, eOscar, F&I Sentinel and other related systems.
• Recommend, test, and implement system and service enhancements to improve efficiency, accuracy, compliance, and customer experience.
• Manage department’s third-party relationships, renewals, and contracts.
• Ensure direct reports are trained and comply with bank policy, laws and regulations applicable to their roles. Monitor adherence to internal controls and take action to address employee performance issues.
• Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training and follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Regular and reliable attendance is an essential function of this position.
• Perform other job-related duties or special projects as assigned.
  
  

Qualifications

• Bachelor’s degree in business administration, Finance or related field preferred.
• Minimum of five years of loan or lending experience required.
• Minimum of three years supervisory experience preferred.
• Proficient in Microsoft Office products and in working with financial systems.
• Proficiency with Fiserv software, including Navigator and Director, preferred.
  
  

Preferred Talents

• Proven strong leadership
• Ability to coach and develop team members
• Customer Service mindset with a focus on enhancing customer experience
• Effective written and verbal communication skills
• Strong business acumen and decision-making abilities
• High level of accuracy and attention to detail
• Strong organizational and analytical skills
• Deadline drive, independent, and exercises sound judgement
  
  

Working Environment

Sedentary work – may occasionally involve lifting or carrying up to 10 pounds.

Indoor work – not exposed to outdoor elements or hazards.

Some travel required.

This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.

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