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Loan Servicing Supervisor, Full-Time
2 months ago
Loan Servicing Supervisor, Full-Time
Job Category: Loan Services
Requisition Number: LOANS004040
Schedule: Mon - Fri: 8 AM - 5 PM, Alternate Saturday Hours
Summary/Objective:
The Loan Servicing Supervisor is tasked with fostering a constructive and efficient workplace, which includes the development, training, and mentoring of team members while ensuring adherence to Service Excellence standards and Key Performance Indicators. This role involves managing team resources effectively by utilizing data to prioritize daily, weekly, and monthly tasks while overseeing all workflows within the Loan Servicing department.
Key Responsibilities:
- Maintain a comprehensive understanding of SCRA/MLA regulations and stay updated on industry standards to propose enhancements to management.
- Oversee processes related to Skip A Payment, Amend A Notes, and claims for Gap and Debt Protection, while ensuring compliance with established deadlines.
- Regularly review and update policies and procedures in accordance with regulatory changes, ensuring clear communication with relevant staff.
- Act as the primary contact for resolving operational issues and member inquiries related to loan servicing, third-party payoffs, and lien releases.
- Build and maintain relationships with vendors to stay informed about industry advancements and collaborate on addressing challenges.
- Work alongside management to formulate strategic plans for Loan Servicing projects and initiatives.
- Serve as a liaison for audit and compliance assessments, actively participating in resolving findings to ensure ongoing compliance.
- Facilitate effective communication with team members regarding departmental initiatives to foster engagement and teamwork.
- Manage daily staffing schedules and workflow to ensure all tasks are completed within service expectations.
- Address employee performance issues promptly and provide coaching and training to enhance staff capabilities.
- Participate in the recruitment and onboarding of new Loan Servicing team members.
Job Competencies:
- Coaching and Development
- Team Leadership
- Decision Making and Problem Solving
- Effective Communication
- Financial Acumen
- Adaptability and Stress Management
Education and Experience Requirements:
A minimum of two years of relevant experience in a financial institution is preferred, along with prior supervisory experience. Proficiency in MS Word and Excel is essential, along with a strong background in customer service.
Work Environment:
This position operates in a professional office environment, utilizing standard office equipment.
Travel:
Occasional travel may be necessary for training purposes.
Equal Opportunity Employer: Digital FCU is proud to be an EEO/AA employer M/F/D/V.
