Loan Servicing Specialist Team Lead

1 month ago

Wilmington, United States WSFS Bank Full time
Job Description

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it's our mission and our purpose.

The Loan Servicing Specialist Team Lead will be responsible for the development, coaching and management of Associates that are directly involved with the Loan Servicing Processes for the Retail Loan Servicing Department. The Associate will perform the daily duties of the Loan Servicing Specialist, including second tier review and remediation of issues identified.

Job Responsibilities:
  • The Associate will help mentor and coach a group of Loan Servicing Associates, who will be responsible for the day-to-day operations of the Retail Loan Servicing Department.
  • Second Tier Review of Loan Servicing Associates findings and maintenance, as applicable.
  • Assisting Loan Servicing Associates with decision making and troubleshooting miscellaneous items and complex requests.
  • Review of Team's output of work to ensure Processes are maintained and being completed timely
  • Side by side training and coaching.
  • Working with Management to ensure system and product changes are updated according to changing department needs, volumes, and regulatory changes, as required.
  • Communication with team members across Retail Loan Servicing of updates, findings, and product/process changes.
  • Customer Service for Internal and External Customers via Department Hotline, various email mailboxes, and workflow systems.
Minimum Qualifications:
  • Must have 3 years of mentoring/management in a Banking institution.
  • Must have worked for 3 years in the Loan Servicing Specialist role and mastered the ability to work all lending products, as it pertains to Retail Servicing Processes.
  • High School diploma or equivalent is required.
  • Must have knowledge of Transactional processing, as it pertains to loans. Including, but not limited to, loan payments, loan payoffs, payment splits, interest calculations, special payments.
  • Must demonstrate great attention to detail, and the ability to manage all deadlines and priorities effectively.
  • Must have a thorough and demonstrated understanding of Retail Lending Banking regulations including but not limited to Truth in Lending (Reg Z), National Flood Insurance requirements (NFIP), Biggert/Waters Act, RESPA, Fair Lending, Fair Credit Reporting Act and BSA as it relates to the Retail Lending Function.
  • Must have excellent oral and written communication skills.
  • Must be proficient in Microsoft Office products, including Word, Excel and Power Point
  • Must be able to multi-task and prioritize.
  • Must have prior Customer Service experience.
  • Must be able to clearly explain findings and to bring issues to resolution.
  • Must possess the ability to communicate with various Business Lines in a professional manner.
  • Must possess strong problem-solving skills to develop innovative solutions to complex issues and recommend process improvements to Management.
  • Must have technical analysis skills involving reviewing Loan Core System and Loan Reports for accuracy, completeness, and Regulatory Compliance.
  • Must understand when to escalate matters to Management appropriately.


WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at careers@wsfsbank.com.

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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