Loan Servicing Team Lead

Orrstown Bank•Harrisburg, PA

About The Position

Position Summary: 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.Qualifications:High school diploma or equivalent required; associate or bachelors degree in business, finance, or related field preferred.Minimum 35 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. Core Competencies:Career Development: Proactively prepares and actively participates in ongoing, candid, constructive monthly coaching sessions with supervisor. Seeks advancement into challenging and developmental roles and assignments. Sets and meets clear, measurable goals.Communicates Effectively: Demonstrates the ability to effectively communicate with all employees and clients, regardless of level. Communicates clearly, concisely, with candor and confidence. Writes, speaks, and listens to disseminate and receive information effectively and accurately. Seeks to understand the viewpoints of others. Keeps others informed in a timely manner.Focuses on the Client: Anticipates and identifies internal and external client needs. Takes action to meet and, where possible, exceed client expectations. Plans and organizes work effectively to facilitate responsiveness to client and meet deadlines.Judgment: Demonstrates sound reasoning and well-balanced thinking. Balances the need for action with the need for analysis. Incorporates strategic thinking skills into practice by examining facts. Shows an ability to problem solve complex issues. Probes beyond symptoms to determine the underlying cause. Learns from and accepts responsibility from mistakes.Teamwork: Demonstrates the ability to enhance the department and Orrstown Banks development through participation. Holds self and others accountable for exceeding departmental and corporate goals. Develops strong working relationships throughout the organization. Appropriately voices opinions, even if they are contrary to the consensus of the team. Initiates and develops positive working relationships with others in a way that builds bridges across boundaries and breaks down silos. Relates to others in an open and accepting manner that creates trust, respect, and a collaborative environment.Initiative and Commitment: Demonstrates the ability to self-motivate to achieve exceptional results and encourage others toward achieving goals and objectives. Conveys a sense of urgency and drives issues to closure. Exhibits persistence despite obstacles or opposition. Displaces initiative to get the right things done. Seeks assignments with growth opportunities and sets a high standard of performance.Innovates and Strives for Operational Excellence: Continually does something that is "better than." Looks for ways to add value through quality, process, and standards. Streamlines business processes and resolves problems to address and eliminate "root cause."Leads and Influences: Communicates a compelling vision that inspires and motivates others. Asserts own ideas and influences to gain support and commitment. Consistently demonstrates the Standards of Excellence.Essential Duties:Team Leadership & oversightSupervise 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 OperationsOversee 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 ControlEnsure 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 & CommunicationServe 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 ImprovementIdentify 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 Banks 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.Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee may occasionally lift and/or move up to 10 pounds.Work Environment:Work is performed in an office setting with little to moderate exposure to noise, heat, dust or other adverse factors. Working extended hours may be required as needed. The noise level in the work environment is usually quiet.

Requirements

High school diploma or equivalent required; associate or bachelors degree in business, finance, or related field preferred.
Minimum 35 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

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.
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.
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.
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.
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 Banks 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.