Loan Servicer Lead

Burke & Herbert Bank • Alexandria, VA

85d • Remote

About The Position

The Loan Servicing Lead supports the Loan Servicing Manager in overseeing daily servicing operations and team performance. This role ensures the accurate and timely servicing of all booked loans, assists with workflow monitoring, serves as a resource for complex transactions, and helps implement policies and procedures. The Loan Servicing Lead plays a key role in coaching team members, resolving escalated issues, and supporting cross-department collaboration to deliver excellent internal and external service.

Requirements

• High School Diploma or equivalent.
• 3+ years of experience in loan servicing or operations, with demonstrated leadership or mentorship responsibilities.
• Experience with complex commercial and consumer loan servicing activities.
• Working knowledge of banking regulations related to servicing and customer protection.

Nice To Haves

• Prior experience supporting audits or process improvement initiatives preferred.
• Familiarity with imaging systems, loan ticklers, and compliance documentation is a plus.
• Strong working knowledge of loan servicing systems and procedures (preferably Jack Henry Silverlake).
• Familiarity with loan structures, payment schedules, and common servicing actions (modifications, extensions, etc.).

Responsibilities

• Monitor daily servicing workflows, payment posting, account maintenance, and payoff processing to ensure timely and accurate execution.
• Perform quality control checks and review complex servicing transactions as needed (e.g., reamortizations, interest corrections, payoff recalculations).
• Assist with balancing general ledger accounts tied to loan activity and help investigate any reconciling differences.
• Serve as a first point of escalation for servicing questions or transaction exceptions.
• Provide day-to-day guidance to Loan Servicers and Senior Loan Servicers on procedures, systems, and best practices.
• Help onboard and train new team members and cross-train existing staff.
• Help identify process inefficiencies or recurring issues and collaborate with the Manager to implement improvements.
• Support compliance with internal policies and external regulations (RESPA, Reg Z, etc.) by enforcing procedural consistency and controls.
• Assist with preparation for audits and exams by compiling documentation and responding to servicing-related questions.
• Work with Loan Processing, Credit Administration, Escrow, and Collateral & Insurance teams to resolve servicing exceptions or questions related to booking, documentation, or collateral tracking.
• Coordinate with IT or vendors on minor system troubleshooting or enhancement testing.
• Help manage servicing reports, queues, and task lists to ensure service level expectations are met.
• Maintain department procedures, workflows, and checklists to reflect current practices.
• Assist in compiling operational data for monthly reporting and management review.
• Provide subject matter expertise in drafting or updating procedures, workflows, or job aids.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: High school or GED
• Number of Employees: 251-500 employees