Loan Operations Post-Closing Manager

The Loan Operations Post-Close Manager provides leadership and direction for collateral perfection, quality control, and imaging and records management for Commercial, Residential, and Consumer loans. This role directs the organization and resources of the team to enhance functionality, achieve operational efficiencies, ensure quality service, mitigate risk, and deliver upon Exchange Bank’s service level agreements. Provides leadership and guidance in interpretation of loan policies and procedures to staff and other business partners, including assisting in the development of loan policies and procedures. Ensures the Bank maintains a sound loan portfolio in compliance with state and federal laws and regulations. Works with Risk Management, Compliance, Auditors, Application Support, and vendors to ensure adherence to Bank lending policies, procedures, FDICIA controls and regulatory compliance related to post-close loan operations.

ESSENTIAL FUNCTIONS

General Management:

• Lead the team of collateral perfection, quality control, and imaging/records management staff for long term growth and success.
• Conduct regular staff and coaching meetings with direct reports.
• Implement training, cross-training, and continuing education initiatives.
• Manage staffing and work queues to ensure service level agreements (SLA) are met.
• Collaborate with other Loan Service Center (LSC) managers to strategically plan, develop, and execute effective pipeline management initiatives and ensure robust file review and quality control processes are in place.
• Analyze departmental workflows and utilize technology to establish and achieve service level standards. Initiate changes to reduce duplication of effort, increase productivity, improve efficiency, and ensure high-quality output.
• Establishes and maintains an effective accountability methodology to support achievement of the department's SLAs and individual productivity goals.
• Establish and maintain quality customer service standards for the team.
• Partner cross-functionally to resolve and/or mitigate escalated issues.
• Utilize exemplary communication and relationship-building skills to establish, foster, and maintain successful working relationships with internal and external business partners.
• Establish adequate quality control metrics for critical team functions.
• Maintain oversight of pipeline volume, provide tracking and reporting, and ensure that all tasks are completed in compliance with both Bank and regulatory guidelines.
• Oversee strategic initiatives for all team functions, evaluating processes, systems, policies, and procedures, to develop and implement effective best practices.
• Originate and direct implementation of team policies and procedures.
• Meet with Risk and Compliance managers on a regular basis to ensure that existing policies and procedures provide adequate controls to mitigate risks.
• Establish goals and workplans consistent with Bank and departmental needs, supporting organizational goals and objectives.
• Evaluate the performance of direct reports, conduct evaluation interviews, and recommend appropriate salary adjustments, training, education, and possible advancement opportunities.

Collateral, Imaging and Records Management:

• Direct oversight of perfecting, securing and release of various types of collateral including but not limited to Deeds of Trust, UCC, and vehicle and equipment collateral, including maintaining physical and electronic records of these instruments. A subject matter expert (SME) in the software used to manage these instruments including efficient tracking in a variety of bank systems, including but not limited to FIS, CartaDC,.and various state, county, and third-party vendor websites.
• Serves as first line of defense and SME for a variety of regulations as they relate to collateral perfection, imaging and records management processes.
• Assists with internal and external audits related to loan operations. Responsible for remediating findings and process improvement.
• Develop and implement a program that provides guidance regarding proper management of physical and electronic records. Prepares and maintains program standards and procedures and training materials.
• Lead the design, implementation and maintenance of a secure filling system for physical and digital loan documents to meet required compliance requirements.
• Actively participate with the development, implementation, and maintenance of digital records management solution for loan files. Responsible for training and communicating with all LSC users regarding digital records management solution.
• Develop, implement and maintain processes and standards to securely store, index, scan digital loan records utilizing CartaDC.
• Plans, organizes, directs, reviews, coordinates, and establishes controls for document imaging and records management activities.

Loan Quality Control Management:

• Manage the post-close review process of all loan documents and related due diligence for accuracy, ensuring the Bank maintains a sound loan portfolio that is compliant with state and federal laws and regulations, and follows bank policies and procedures.
• Review established quality control processes, propose changes to those processes to address any issues identified during the Quality Control reviews, and implement changes following management approval.
• Oversee the callback process to ensure proper maintenance of the lending portfolio and IBS core system. Mitigate risk by ensuring through callback and validation that loan data as entered onto the FIS core system conforms with loan approval and executed loan documents.
• Oversee quarterly reviews related to the Home Mortgage Disclosure Act (HMDA) and Community Reinvestment Act (CRA). Coordinate activities to ensure HMDA and CRA data integrity, Fair Lending, Truth in Lending, TRID, flood, and other federal and state regulatory compliance.
• Direct performance of self-testing processes to ensure accuracy of data input against source documents.
• Develop required logic for new or enhanced Quality Control reports.
• Prepare management reports including exception reporting and trends.
• Ensure a minimum satisfactory rating on audits.

Project Work and Consultation:

• Collaborate with executive management, Application Support, and others to review and provide input related to system software selection, configuration, testing, implementation, and enhancements.
• Lead and facilitate completion of projects related to post-close functions, ensuring that they are completed by each unit as assigned.
• Manage and test the digital records management system, CartaDC, and roll out and implement new programs and processes.
• Direct staff to analyze existing processes, fostering a continuous improvement mindset, and recommend workflow and related automation solutions to improve efficiency to ensure consistent and timely results. Collaborate with cross-functional business partners to facilitate implementation of recommended solutions.
• Participate in the research and effective deployment of new technologies.
• Ensure software applicable to post-close functions is properly implemented, fully utilized and maintained.
• Develop and maintain key vendor relationships.

MINIMUM QUALIFICATIONS

• Bachelor's degree in business administration or related field; or an equivalent combination of education and experience.
• 6 years of experience in loan servicing administration, compliance, collateral perfection, or closely related field, including two years supervisory experience.
• Valid driver's license

Knowledge, Skills and Abilities:

• Thorough knowledge of consumer, commercial, leasing, SBA, construction, participation and real estate loan administration.
• Thorough knowledge of HMDA, WIZ and LAR.
• Thorough knowledge of loan operating systems.
• Knowledge of banking laws, rules, and regulations.
• Knowledge of loan documentation practices and procedures.
• Ability to identify redundancies and inefficiencies, make recommendations, and successfully implement solutions.
• Record of successfully managing process improvement projects of a varied and complex nature.
• Strong analytical, process, and people skills.
• Effective verbal and written communication skills, and the ability to communicate effectively in-person as well as using technology.
• Ability to work proactively and operate accurately and efficiently in a fast-paced environment with variable deadlines.
• Exceptional time management and organizational skills, and strong attention to detail.
• Ability to work on-site and attend early morning and evening meetings and events as needed.
• Experience with applicable software, including: FIS, Abrigo, WIZ, Image Center and Encompass desirable.

Physical Requirements:

Ability to stand bend, stoop, sit, walk, twist and turn. Ability to lift up to 15 pounds occasionally. Indoor office work environment with a majority of time sitting at a desk.