Loan Servicing Team Lead

Orrstown Bank • Harrisburg, PA

3d

About The Position

The Loan Servicing Team Leader is responsible for overseeing the daily operations of the loan servicing department, ensuring accurate and timely processing of loan transactions, payments, and customer service inquiries. This role serves as a key liaison between internal departments and external customers, promoting operational efficiency, compliance with banking regulations, and a high standard of customer service.

Requirements

• High school diploma or equivalent required; associate or bachelor’s degree in business, finance, or related field preferred.
• Minimum 3–5 years of experience in loan servicing or loan operations, with at least 1 year in a supervisory or leadership role.
• Strong knowledge of loan documentation, servicing systems, and regulatory requirements.
• Excellent organizational, analytical, and problem-solving skills.
• Proficiency in banking software and Microsoft Office Suite.
• Strong interpersonal and communication skills.

Responsibilities

• Team Leadership & oversight
• Supervise and support loan servicing staff, providing training, guidance, and performance feedback.
• Monitor workload distribution and ensure timely completion of servicing tasks.
• Foster a collaborative and customer-focused team environment.
• Loan Servicing Operations
• Oversee processing of loan payments, payoffs, escrow disbursements, and adjustments.
• Ensure accurate maintenance of loan records and documentation.
• Manage servicing of various loan types including consumer, commercial, mortgage, and SBA loans.
• Compliance & Quality Control
• Ensure adherence to federal and state regulations, bank policies, and investor guidelines.
• Conduct regular audits and quality checks to maintain data integrity and compliance.
• Assist with internal and external audits and examinations.
• Customer Service & Communication
• Serve as an escalation point for complex customer inquiries and issues.
• Collaborate with lending officers, credit analysts, and other departments to resolve servicing matters.
• Communicate clearly and professionally with borrowers regarding loan servicing topics.
• Process Improvement
• Identify opportunities to streamline servicing processes and improve efficiency.
• Participate in system upgrades, testing, and implementation of new technologies or procedures.
• Attend regularly scheduled coaching and counseling sessions held by supervisor to achieve the outcome of improved communication, action plan development, positive feedback and performance improvement.
• Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of sexual harassment and other forms of illegal discriminatory behavior in the work place; support risk management practices and overall safety and soundness and the Bank’s compliance with all regulatory requirements. Ensure that the department and all personnel adhere to the same; perform tasks that are supportive in nature to the essential functions of the job which may be altered or redesigned depending on individual circumstances.
• Regular and predictable attendance; perform other duties as assigned or directed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees