Lending Support Supervisor - Loan Servicing Support Unit

First National Bank Alaska•Anchorage, AK

5d•Onsite

About The Position

Start a career with First National Bank Alaska, the Best Place to Work in Alaska as recognized 11 years in a row by Alaska Business magazine readers. Join Our Team as a Lending Support Supervisor! Are you a detail-oriented leader with a passion for guiding teams and ensuring exceptional customer service? We’re looking for a lending Support Supervisor to oversee daily operations in the Loan Servicing Support Unit to ensure accurate, timely, compliant and customer-focused service. This role handles unit-level operational issues and supports continuous improvement.

Requirements

Bachelor’s degree in Business, Finance, or related field and 3 years of loan/lending support experience across relevant functions; or 5 years of loan/lending support experience across relevant functions; or equivalent combination of education, training, and experience.
One year lead or supervisory experience.
Knowledge of loan operations, documentation standards, loan servicing processes and related regulations.
Effective organizational, problem-solving and decision-making abilities.
Strong communication and teamwork skills with the ability to coordinate across departments.
Ability to manage unit-level workflow priorities, confidential information and deadlines in a fast-paced environment.
Proficiency with loan systems, workflow platforms and Microsoft Office applications are required.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, customers, and the general public.
Ability to work basic mathematical concepts, such as probability and statistical inference.
Ability to apply concepts, such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form, and deal with several variables.

Nice To Haves

First National Bank Alaska experience.

Responsibilities

Provides daily oversight of one assigned lending support unit, which may include loan processing (consumer, commercial, mortgage), loan documentation, mortgage closing and shipping, loan servicing administration (payment processing, maintenance, escrow, reporting, system updates, payoff quotes, inquiries, account-level resolution), or loan servicing support (loan document custodian, maintains collateral on active loans, lien releases, manages the bank’s system for loan files, and supports and onboards transferred loans).
Ensures operational accuracy, timeliness, and adherence to bank policies, procedures, and regulatory requirements.
Monitors daily workflow, productivity, staffing assignments, and quality assurance routines.
Resolves routine to moderately complex operational issues; escalates more complex concerns to management.
Provides day-to-day leadership to employees in the assigned unit and participates in coaching, performance feedback, and staff support.
Supports employee development, training initiatives, and cross-functional skill building for assigned team members.
Observes work performance and identifies performance trends, training needs, and opportunities for increased engagement.
Ensures consistent and high-quality service delivery to internal partners, external customers, and lenders.
Acts as an escalation point for customer inquiries or operational issues requiring additional judgment or expertise.
Identifies patterns in service concerns and works with management to implement improvements.
Supports implementation of process improvements to enhance accuracy, efficiency, and consistency.
Helps maintain internal controls and quality assurance routines.
Participates in audit readiness efforts, compliance reviews, and procedural updates.
Assists with system enhancements, user acceptance testing, and rollout of new processes or tools.
Communicates daily priorities, expectations, procedural updates, and organizational information to employees.
Collaborates with Lending, Loan Operations, Credit Administration, Compliance, and other teams to ensure smooth loan lifecycle support.
Provides operational insights, performance updates, and staffing feedback to management.
Ensure unit’s operations comply with bank policy, procedures, and banking regulations (for business unit heads).
Ensure adequate and current compliance training, and ensure training is completed on time.
Stay updated on relevant laws and regulations.
Ensure employees comply with the bank’s policies, procedures, laws and regulations.
Maintain customer confidence and protect the bank’s operations by you and your delegates identifying and protecting confidential information.
Supervises employees in assigned unit in the Central Loan Processing and Servicing Department and provides backup to other unit heads as needed.
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
Responsibilities include interviewing, hiring, training, and recommending the termination of employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.