Loan Servicing Manager

Availa Bank•Council Bluffs, IA

About The Position

The Loan Servicing Manager is responsible for the overall management of the Loan Servicing Department, including oversight of processes and staff. This role requires leadership, training, and supervision of the Loan Servicing department, ensuring it supports lending teams and services the bank’s clients. The manager will collaborate with the loan operations officer and other department managers to promote efficient workflow and foster positive working relationships across the organization.

Requirements

High school diploma or equivalent required
Minimum 3 years in the banking or lending environment
Demonstrated proficiency in typing with speed and accuracy; basic keyboarding skills are required
Working knowledge of loan policies and procedures
Excellent working knowledge of all lending documents and systems
Strong math skills; add, subtract, multiply and divide in all units of measure
Exceptional oral, written, and interpersonal communication skills with the ability to apply commonly understood knowledge to carry out instructions and instruct others, understanding procedures, and write reports and correspondence
Ability to deal with complex problems involving multiple facets and variables in non-standardized situations
Exceptional organizational and time management skills; ability to function well in a fast-paced environment
Demonstrate a “lead by example” mentality
Be able to work flexible hours and shifts
Travel to/from and work in multiple locations

Nice To Haves

Minimum 2 years of supervisory and leadership experience and relevant loan experience preferred; or the equivalent combination of both

Responsibilities

Provide leadership, direction, coaching, and development for the Loan Servicing and Loan Operations Assistant functions, establishing clear expectations for accuracy, accountability, service, operational ownership, technical competency, and employee growth.
Serve as the department’s primary subject matter expert and escalation resource for complex loan servicing, operational, transaction, and system-related matters, providing guidance and problem resolution to employees and departments throughout the Bank.
Maintain advanced knowledge of commercial, agricultural, consumer, and mortgage loan servicing, including loan structures, payment application, advances, payoffs, modifications, renewals, extensions, maintenance, monetary and non-monetary transactions, and other servicing activities throughout the life of a loan.
Oversee the accurate and timely booking, maintenance, and servicing of loans within the Bank’s core system, ensuring approved terms, rates, payment structures, maturity dates, customer information, and other critical loan data are accurately established and maintained.
Maintain advanced working knowledge of the Fiserv Precision core banking system, including loan functionality, system maintenance, transactions, interfaces, automated processes, troubleshooting, and the downstream impact of system activity throughout the Bank.
Adhere to all State and Federal Banking Regulations; research new regulations; suggest changes to policies and procedures and implement them as necessary.
Assist in managing the processing of loans in non-accrual, charge-off or OREO status as required.
Maintain strong mathematical and analytical knowledge of principal and interest calculations, amortization, accruals, payment application, payoff calculations, variable-rate structures, balances, and other loan-specific calculations necessary to identify, research, and resolve complex discrepancies.
Maintain comprehensive knowledge and oversight of escrow administration, including setup, analysis, collection, disbursement, shortages, surpluses, adjustments, reconciliation, maintenance, troubleshooting, and employee training.
Provide oversight and technical expertise for loan and account maintenance, sweeps, automated transfers, payment functionality, and other system-driven processes, ensuring appropriate setup, authorization, accuracy, controls, and ongoing maintenance.
Establish, maintain, and evaluate a strong fiduciary and internal control environment, with emphasis on segregation of duties, dual control, authorization, independent verification, check-back processes, documentation, and appropriate audit trails for financially significant activities.
Oversee applicable general ledger reconciliation, balancing, wire activity, and transaction research, ensuring discrepancies and out-of-balance conditions are promptly identified, investigated, resolved, documented, and escalated as appropriate.
Lead the creation, implementation, maintenance, and ongoing evaluation of procedures and operational processes, ensuring practices are accurate, consistent, efficient, scalable, appropriately controlled, and reflective of current systems and Bank requirements.
Develop and maintain a strong training and cross-training environment, ensuring employees understand how to perform their responsibilities, the loan concepts, system functionality, controls, risks, and downstream impacts associated with their work.
Conduct and oversee robust review of loan servicing and operational activity, using errors, exceptions, reconciliations, trends, system issues, and other information to identify root causes, control weaknesses, training needs, process deficiencies, and opportunities for continuous improvement.
Partner closely with the Loan Documentation and Collateral Manager, VP Loan Operations Officer, Credit, Accounting, Lending, Risk, Compliance, Information Technology, and other areas of the Bank to resolve complex issues, coordinate processes, implement change, and maintain alignment across the lending and operational functions.
Maintain a comprehensive understanding of the enterprise-wide impact of Loan Servicing and Loan Operations, ensuring decisions and processes appropriately balance operational efficiency and customer service with financial accuracy, data integrity, regulatory requirements, risk management, internal controls, and the overall financial and operational performance of the Bank.
Work closely with the Credit Department and VP Loan Operations Officer to ensure all departments are in sync. Work together to update procedures on an as-needed basis.
Compile and review various reports on a daily, weekly, monthly, or as-needed basis.
Supervise staff in accordance with the bank’s policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and taking corrective action with employees; addressing complaints and resolving problems.