Loan Servicing Manager

Wilson Bank & Trust•Lebanon, TN

110d

About The Position

The Loan Servicing Manager leads a team responsible for the full lifecycle of loan servicing operations, including loan servicing, insurance tracking, escrow administration, and system reviews. The role supports compliance with regulatory requirements, audit readiness, and continuous process improvement. Reporting to the Loan Operations Manager, the position provides service and support to team members and customers while demonstrating the company’s values and supporting its mission. The manager supervises, trains, and mentors staff; oversees servicing activity and account maintenance; addresses operational and system issues; and manages insurance and escrow processes. The position also supports internal audits, maintains compliance documentation, collaborates across business units, and identifies opportunities to improve systems and procedures, including automation and AI-based document review pilots.

Requirements

High school diploma or GED.
Three years of experience in bank lending, loan operations, or a related field.
One year of supervisory or leadership experience.
Knowledge of lending processes, documentation, collateralization, UCC-1 Law, lien perfection, and Deeds of Trust.
Solid understanding of lending regulations, loan underwriting, audit standards, and risk management relevant to lending.
Proficiency with Microsoft Office and other standard software applications.
Strong analytical skills.
Effective written and verbal communication skills, including strong presentation skills.
Excellent interpersonal skills.
Detail oriented.
Critical thinking and problem-solving skills.
High standards for integrity, honesty, professionalism, and work ethic.
Commitment to service excellence.
Ability to work independently with strong organization and follow-through.
Flexible and efficient time management and ability to prioritize workload.
Ability and willingness to work with purpose and a strong sense of urgency.
Self-motivated, positive, and enthusiastic.
Self-starter with a strong desire to exceed expectations and support a team.
Ability to maintain confidentiality and discretion.
Ability to collaborate effectively with others to achieve business objectives.
Willingness to grow and be challenged.

Nice To Haves

Bachelor’s degree in a related field preferred.

Responsibilities

Lead and support the Loan Servicing team, fostering a supportive, growth-oriented culture.
Supervise, train, and mentor staff; identify development opportunities and provide ongoing performance feedback.
Encourage innovation, efficiency, and growth to improve banking processes and compliance.
Manage the full lifecycle of loan servicing operations, including loan servicing, insurance tracking, escrow administration, and system reviews.
Oversee payoffs, payment corrections, statements, and maintenance requests.
Investigate and resolve loan account discrepancies, including balance mismatches, call code errors, and posting issues.
Troubleshoot and correct system-related errors.
Process maintenance requests received through the ticketing system or internal communications.
Confirm timely and accurate posting of payments to loan accounts.
Respond to customer inquiries about servicing, payoffs, and account maintenance.
Document servicing processes and procedures and revise them as needed.
Manage system review checklists to verify compliance with internal policies and regulatory standards.
Monitor collateral insurance documentation and coordinate with third-party vendors for force-placed coverage.
Verify compliance with flood and hazard insurance requirements, including tracking and reporting.
Lead monthly insurance meetings to review procedures and resolve escalations.
Evaluate and improve force-placed insurance procedures, including integration with escrow fields and reporting impacts.
Oversee escrow account setup, analysis, and disbursements in accordance with RESPA and CFPB guidelines.
Verify timely delivery of initial escrow disclosures and annual analyses.
Manage escrow exceptions and shortages and coordinate corrections with lenders.
Support internal audits and maintain documentation for SOX and BSA/AML compliance.
Collaborate across business units to facilitate seamless operations and alignment with strategic goals.
Maintain communication with lending, underwriting, and insurance teams.
Evaluate and optimize business systems and procedures to improve operational efficiency, including identifying opportunities for refinement, innovation, automation, and AI-based document review pilots.
Oversee internal controls, examination needs, and regulatory needs.
Participate in recruitment, hiring, and succession planning for key departmental roles.
Maintain professional and technical knowledge through workshops, publications, professional networks, and associations.
Attend training as requested.
Comply with federal bank regulations and laws, including consumer protection and Bank Secrecy Act/Anti-Money Laundering requirements.
Participate in outside community activities as required.
Perform other duties as assigned.