Loan Servicing Operations Leader

2 weeks ago


Santa Rosa, California, United States Poppy Bank Full time
Job Overview

The Loan Operations Manager is responsible for overseeing various functions related to the servicing of loans across all categories. This role ensures that all activities align with the policies and guidelines established by the organization.

Key Responsibilities:

  • Supervise and coordinate the activities of the Loan Servicing Team, which includes:
    • Post-closing callbacks
    • General Ledger reconciliations
    • Processing loan payoffs
    • Managing escrow processing, insurance tracking, flood analysis, and monitoring property tax delinquencies
    • Handling SBA Guidehouse remittances
    • Validating loan payments and draw requests
    • Reviewing loan maintenance activities and master file accuracy
    • Providing customer service to both internal and external stakeholders
    • Ensuring documentation organization and security
  • Oversee the Loan Servicing staff and manage time-off requests to maintain productivity
  • Identify and mitigate potential risks and vulnerabilities
  • Evaluate servicing operations for technology enhancements and process improvements
  • Act as the system administrator for core servicing systems, including Fiserv DNA
  • Support the Loan Administrator in developing and implementing new regulations, policies, products, and procedures
  • Serve as the lead or backup in the absence of the Loan Administrator
  • Manage audits and examinations, including preparation, research, and responses
  • Complete a minimum of 10 hours of CRA volunteer work annually, typically scheduled during business hours
  • Perform other assigned duties as necessary

Supervisory Duties:

This position directly supervises the Loan Servicing staff, ensuring compliance with organizational policies and applicable laws. Responsibilities include interviewing, hiring, training employees, assigning work, evaluating performance, and addressing employee concerns.

Qualifications:

  • 7-10 years of experience in commercial real estate loan servicing or origination
  • 3-5 years of experience in a supervisory or management capacity
  • Self-motivated and capable of thriving in a fast-paced environment
  • Exceptional interpersonal communication, time management, and customer service skills
  • Strong organizational abilities with a focus on prioritizing tasks to meet deadlines
  • Ability to exercise independent judgment in decision-making
  • Capability to manage multiple tasks simultaneously in a dynamic setting

Work Environment:

The incumbent will frequently engage in activities such as writing, typing, speaking, listening, and operating business equipment. The role requires visual acuity for detailed work and the ability to move freely within a non-confined office environment. Occasional local travel may be necessary during business hours, with some overnight travel expected.

Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions. Management reserves the right to modify this position description as needed.

Poppy Bank is committed to providing equal employment opportunities and prohibits discrimination and harassment of any kind. This policy applies to all employment terms and conditions.



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