Lending Services Post Booking Quality Control Manager

Location: On site at location listed in job posting.

At First Horizon Bank Lending Services, 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 Post Booking Quality Control Manager is responsible for managing functions and technical processes
within Lending Services pertaining to auditing and reviewing documents for receipt, accuracy, and
completion. He/she is responsible for ensuring customers experience minimal impact due to errors in
documentation after the account has been set up on the servicing system. The Post Booking Quality
Control manager ensures all regulatory and compliance standards are met with regards to documentation
audits and reviews. He /she is responsible for planning, directing, overseeing, and leading work groups of
people in multiple locations. The PBQC Manager ensures that the Post Booking Quality Control Team
meets high standards for quality and customer service. The Lending Services Post Booking Quality Control
Manager accomplishes department objectives by leading staff, planning, managing processes, 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 First Horizon Bank policy and Lending Services 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 his/her supervision to improve their performance and morale; trains and educates
fellow employees, lenders and customers on processes under his/her 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:

• Recruiting, hiring, onboarding, developing, and evaluating employees
• Reviewing and approving employee timecards; ensures appropriate team staffing
• Hosting regular team meetings as well as one on one conversations with employees
• Developing and promoting employees; facilitate team-building activities
• Coaching and giving feedback to employees
• Developing, coaching, and supporting the leader of the Exceptions Processing Team
• Maintaining compliance with policy and procedures
• Ensuring that the Team’s work is within SLA
• Ensuring that the Team completes all compliance training as assigned
• Approving newly written or modified procedures
• Approving all 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 Lending Services as needed; supporting company/division goals
• Responsible for reviewing, responding to, and remediating departmental audits
• Representing the Team in various meetings
• Subject matter expert for the Loan Document Tracking System and related processes
• Responsible for all other duties as assigned

Education and/or Work Experience Requirements:

• 5-7 years of experience in lending operations or related field and 3-5 years of leadership experience
  required. College degree preferred but not required. Experience in managing remote teams preferred.
• Knowledge:
  • Loan documentation procedures, general bank operations, banking 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; Collaboration; General office skills including: typing, filing
    (alphabetically and numerically), 10-key adding machine, and applicable technology (ARX, ALS, ACBS,
    FDR, Hogan, etc.); Strong computer skills (Word, Excel, Outlook); Conflict resolution
• Abilities:
  • Ability to work under pressure and remain calm & pleasant
  • Ability to take a systematic approach to work & plan ahead to train/educate others
  • Ability to coach and develop employees and leaders
  • Ability to delegate responsibilities
  • Ability to construct and follow action plans to completion
  • Ability to set priorities
  • Ability to solicit information through personal interviewing and personal conversation
  • Ability to manage more than one department or unrelated functions
  • Ability to manage an offsite function
  • Ability to distinguish between guidelines & policies and make decisions accordingly
  • Ability to develop and maintain trusting relationships with lenders, management and employees
  •  Ability to manage teams in multiple locations

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 - 4:30 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)