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Loan Servicing Operations Leader

2 months 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, ensuring adherence to established guidelines and policies.

Key Responsibilities:

  • Supervises and coordinates the activities of personnel engaged in Loan Servicing tasks, either directly or through subordinates.
  • Ensures compliance with all bank policies and applicable state and federal regulations.
  • Manages daily operations of the Servicing Team, focusing on:
    • Post-closing callbacks
    • General Ledger reconciliations
    • Loan payoff processing
    • Escrow management, insurance tracking, flood analysis, and property tax monitoring
    • SBA Guidehouse remittances
    • Validation of loan payments and draw requests
    • Loan maintenance activities and master file reviews
    • Providing customer service to both internal and external clients
    • Organizing and securing documentation
  • Oversees Loan Servicing staff and manages time-off requests to maintain productivity.
  • Identifies potential risks and vulnerabilities within the servicing processes.
  • Reviews operational processes for opportunities to enhance technology and improve workflows.
  • Acts as the system administrator for various platforms, including the core servicing system.
  • Assists in the development and implementation of new regulations, policies, and procedures.
  • Serves as a lead or backup in the absence of the Loan Administrator.
  • Manages audits and examinations, including preparation, research, and responses.
  • Completes a minimum of 10 hours of community service annually, typically during business hours, with compensation for time and mileage.
  • Performs other duties as assigned.

Supervisory Duties:

Directly supervises Loan Servicing personnel, executing responsibilities in line with organizational policies and legal requirements. This includes:

  • Interviewing, hiring, and training new employees
  • Planning, assigning, and directing work
  • Evaluating performance and addressing employee concerns
  • Rewarding and disciplining staff as necessary

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 able to thrive in a fast-paced environment.
  • Exceptional interpersonal communication, time management, and customer service skills.
  • Strong organizational abilities with a knack for prioritizing tasks to meet deadlines.
  • Capable of exercising independent judgment in decision-making.
  • Able to manage multiple tasks simultaneously in a dynamic setting.

Work Environment:

The role involves frequent writing, typing, and communication, along with operating standard business equipment. The incumbent will work in a non-confined office environment with moderate noise levels. Occasional local travel may be required during business hours, with potential for out-of-area and overnight travel.

Poppy Bank is committed to providing equal employment opportunities and prohibits discrimination and harassment of any kind.