Loan Servicing Team Lead

Raymond James•Pittsburgh, PA

13d

About The Position

Summary of the Position: The Loan Servicing and Quality Review Team Lead will oversee day-to-day workflow of transaction processing and loan/client onboarding including; coordination and prioritization of team resources to meet client demand and resolution and escalation of client issues. The ideal candidate will have a solid understanding of both Commercial and Consumer/Private Wealth Lending Operations processes and systems. The Team Lead will be expected to both share and document and best practices for loan processing and partner with teams across Loan Operations to ensure increased capacity, capability and superior customer satisfaction is always maintained and service levels are met.

Requirements

Bachelor’s Degree in Business or Finance, or minimum of 5 years related experience or equivalent combination of education and experience
Minimum 7 years of banking experience, including previous bank operations or financial services experience
Minimum 2 years of supervisory or leadership experience in current or recently held position preferred
Previous Lending Operations and quality review/control experience with knowledge of lending regulatory requirements
Strong knowledge of loan systems; In-depth knowledge of lending and all loan servicing functions, local/regulatory requirements, and legal documents
Strong attention to detail
High level of interpersonal skills and ability to communicate effectively in person, through email, and over the phone
Ability to work in a fast-paced, high-intensity work environment
Thorough knowledge of all products and services offered by the Bank

Responsibilities

Team workload coordination, resolution of procedural problems, and prioritization based on business objectives
Responds to more complex inquiries and issues from Customers and internal units.
Researches information to provide responses and resolution
Performs duties of Employees supervised on a limited basis and acts as an experienced resource for team; including Process or review new loans, renewals, modifications, extensions, payments, advances, maintenance, and system generated reports
Works closely with Relationship Managers, Service Teams, Legal and Compliance to effectively execute on deliverables
Works closely with peers and team to promote communication, and to ensure quality service delivery throughout operations
Maintains and demonstrates proficiency with loan software applications (Fiserv, DocuClass)
Participates in the creation and review of departmental procedures
Provides coaching and oversight for the team including input to performance management
Ensures compliance with procedures and management expectations
Provides daily workflow and capacity planning solutions for upcoming initiatives
Point of escalation for team and handle escalation process throughout its entirety
Interviews and effectively participates in the selection process of new employees
Makes proposals to management for changes and improvements to SLA’s
Provides day-to-day support and insight to the metrics & performance of the team
Provides support for projects when needed
Reviews electronic timecards for approval and accuracy when needed