Lending Services Imaging and Collateral Vault Manager

Location: On site at location listed in job posting.

At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience.  We are passionate about doing things right and doing the right things.  We collaborate with each other and with our internal business partners to delight our customers.  We believe in creating an environment where everyone’s ideas are valued so that the team operates at its best.  Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time. 

Summary: 

The Loan Operations Supervisor is responsible for managing functions and technical processes within Loan Operations. This person is responsible for planning, directing, overseeing, and leading a work group of people. The Loan Operations Supervisor ensures that the Prep Scan and Index team meets high standards for quality and customer service. The Loan Operations Supervisor accomplishes department objectives by leading staff, planning, and evaluating department activities.

We are seeking dedicated, disciplined individuals who excel in a team environment, who take ownership and who are enthusiastic about a job well done.

Essential Duties and Responsibilities:

• 30% Leadership:  Actively supports bank policy and Loan Operations management decisions; promotes good will among fellow employees, lenders, and customers; presents a professional image; maintains good communication by relaying updated information and issues involving the department/company; manages relationships with areas that interface with the department; models exemplary customer service behaviors; identifies and evaluates trends and options, chooses course of action, defines objectives, evaluates outcomes. Lives our company values, embraces change, and ensures an inclusive, positive work climate.

• 30% Quality of Work:  Responds both written and verbally to needs and requests from our stakeholders (customers, lenders and department staff) in a timely and professional manner. Utilizes outside resources to obtain information and cooperation necessary to accomplish objectives; adds value and completes assignments and projects within the established timeframes. Accountable for performance of team and self. Works with managers, coworkers, and customers to continuously improve processes; manages workflow and production for functional area and shares information that could impede or strengthen the department’s performance. Develops and implements new processes and standards for performance.

• 20% Employee Development: Maintains staff by recruiting, selecting, onboarding, and training employees. Maintains a safe, secure, and legal working environment. Actively develops knowledge, skills and abilities of employees within their supervision to improve their performance and morale; trains and educates

  fellow employees, lenders and customers on processes under their supervision. Communicates job expectations; monitors and appraises results. Fosters an atmosphere that promotes customer orientation, enthusiasm, integrity, teamwork, and respect; participates in the development and implementation of processes that help to attract and retain highly motivated, able personnel.

• 20% Personal Development: Provides support whenever and wherever needed within the department; improves personal performance through job related activities that develop knowledge and skills for the benefit of the department and the company; seeks additional responsibilities and challenges.

Areas of responsibility include:

• Lead team of associates responsible for scanning and filing original loan documents and collateral
• Responsible for accurate and timely placement of all original documents in enterprise imaging system and collateral vault
• Subject matter expert for company’s imaging system and related processes
• Representing Prep Scan and Index Team in various meetings
• Recruiting, hiring, onboarding, developing, and evaluating employees
• Reviewing and approving employee timecards; ensuring appropriate team staffing and cross training
• Hosting regular team meetings, huddles, and 1:1 meeting
• Developing and promoting employees; facilitate team-building activities
• Coaching and giving feedback to employees
• Maintaining compliance with policy, procedures, and controls
• Ensuring that the Prep Scan and Index Team’s work is within SLA
• Ensuring that Prep Scan and Index Team completes all compliance training as assigned
• Testing and approving system implementation and upgrades as appropriate
• Designing, implementing, and evaluating department processes/procedures
• Responsible for reporting and tracking system issues and outages as appropriate
• Supporting other leaders in Loan Ops as needed, supporting company/division goals
• Responsible for reviewing, responding to, and remediating departmental audits
• Responsible for all other duties as assigned

Education and/or Work Experience Requirements:

• 3-5 years of experience in lending operations or related field and 1-3 years of leadership experience required. College degree preferred but not required.

• Knowledge:
  • Loan documentation, loan operations process, lending regulations, and organizational leadership

• Skills:

  • Excellent written and verbal communications skills

  • High attention to detail

  • Leadership skills; teamwork/teambuilding skills

  • Critical thinking/problem solving skills

  • Decision making skills with limited information available

  • Strong organizational and prioritization skills

  • Professionalism; networking/relationship building; cross-functional collaboration

  • General office skills including typing, filing (alphabetically and numerically), and applicable technology; strong computer skills (Word, Excel, Outlook)

  • Conflict resolution

• Abilities:
  • Consistent demonstration of extreme attention to detail and organizational skills
  • Ability to work under pressure and remain calm & pleasant
  • Ability to meet deadlines, ensure work is completed within SLA, appropriately prioritize multiple efforts
  • Ability to take a systematic approach to work & plan ahead to train/educate others
  • Ability to coach and develop employees
  • Ability to delegate responsibilities effectively
  • Ability to construct and follow action plans to completion
  • Ability to solicit information through personal interviewing and personal conversation
  • Ability to manage more than one department or unrelated functions
  • Ability to distinguish between guidelines & policies and make decisions accordingly

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Must be able to lift and carry up to 30 lbs.

Hours:

• Monday - Friday
• 8:00 AM - 5:00 PM

About Us:         

First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. First Horizon has been recognized as one of the nation’s best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank.         

Benefit Highlights:         

• Medical with wellness incentives, dental, and vision 
• HSA with company match 
• Maternity and parental leave 
• Tuition reimbursement 
• Mentor program 
• 401(k) with 6% match 
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

Corporate Diversity Commitment:          

We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.         

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)