Loan Servicing Process Manager

4 weeks ago

Wilmington, Delaware, United States Wilmington Savings Fund Society Full time

We are seeking a highly skilled Loan Servicing Specialist Team Lead to join our Retail Loan Servicing Department at Wilmington Savings Fund Society. As a key member of our team, you will be responsible for the development, coaching, and management of Associates involved in the Loan Servicing Processes.

The ideal candidate will have a strong background in Loan Servicing, with experience in mentoring and managing teams. You will be responsible for performing daily duties, including second-tier review and remediation of issues identified. Additionally, you 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.

Key Responsibilities:

  • 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 Teams' 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 PowerPoint.
  • 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.

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