Loan Services Assistant Manager

Arrow Bank NA•Glens Falls, NY

4h•$62,000 - $68,000

About The Position

The Loan Services Assistant Manager performs supervisory and operational duties with management oversight, supporting the Loan Services team through project coordination, work review, and organization to maximize departmental efficiency. The role helps drive initiatives that support departmental and Company goals and collaborates with other departments to ensure smooth operations. The position oversees daily loan services operations, including post-funding loan servicing and reporting for loan types such as VA, FHLMC, and SBA, as well as escrow processing and credit reporting. It supports strategic plans, daily operations, projects, and special assignments; promotes regulatory compliance and risk mitigation; and conducts quality control reviews. The role also manages customer escalations and provides call center support as needed. Arrow Financial Corporation is a multi-bank holding company with more than $4 billion in assets that provides banking and insurance services across northeastern New York. The salary range is $62,000–$68,000 annually, commensurate with experience and education. Additional compensation may be available through the annual bonus program, subject to individual and company performance.

Requirements

Associate degree or equivalent experience in banking.
Proficiency with Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.
Strong verbal and written communication skills, with the ability to interact confidently and professionally with colleagues, management, customers, and other stakeholders.
Ability to handle multiple tasks, prioritize work, and meet strict deadlines with attention to detail.
Organizational, project management, analytical, research, and problem-solving skills.
Ability to work independently and collaboratively, demonstrating initiative, accountability, and consistent follow-through.
Ability to remain in a stationary position, often standing or sitting, for prolonged periods.
Ability to repetitively use a telephone, computer mouse, and keyboard for extended durations.
Ability to lift and/or move up to 15 pounds.

Nice To Haves

Four years of banking and loan experience preferred.
One year of supervisory experience preferred.
Experience servicing loans after funding.
Knowledge of VA, FHLMC, and SBA loans.
Experience processing escrow accounts.
Knowledge of banking-related software.
Knowledge of state and federal regulations related to loan servicing, including post-funding reporting on all loan types, escrow processing, and credit reporting.

Responsibilities

Define team roles and responsibilities; coach, counsel, and develop team members to meet department goals and performance standards and encourage continuous improvement and career development.
Collaborate with the management team to formulate and implement strategies, processes, and procedures that increase efficiency, improve customer service, and achieve goals.
Oversee daily department operations, including post-funding loan servicing, reporting for all loan types such as VA, FHLMC, and SBA, escrow processing, and credit reporting.
Support the strategic plan, day-to-day operations, projects, and special assignments.
Ensure compliance and risk mitigation through the Sarbanes-Oxley (SOX) program and coordination with internal and external auditors.
Optimize departmental practices and collaborate with other departments and key stakeholders to ensure successful project execution.
Monitor regulatory requirements and compliance directives; recommend and implement process changes to maintain adherence.
Conduct quality control reviews of designated work to ensure timely and accurate reporting.
Manage customer escalations through resolution, ensure customer satisfaction, and provide call center support as needed.