Loan Support Services Manager

Columbia Bank•Roseburg, OR

12d•$81,000 - $115,000•Onsite

About The Position

The Loan Support Services Manager provides organizational leadership and management to a team of loan servicing professionals, offering technical counsel and maintaining high accuracy and customer-service standards. The manager recommends and implements loan operations policies and procedures, maintains the integrity of designated areas of the loan portfolio, and designs and maintains systems for efficient, accurate daily operations. The role manages service quality and costs and implements continuous improvement practices. The manager prepares the department budget, monitors expenses, assesses operations for potential problems, and implements corrective measures in collaboration with direct reports. The role oversees departmental procedures, policies, regulations, and guidelines to support compliance, reduce operational risk, and ensure satisfactory internal audits. It monitors daily workflows, develops associates through coaching and performance reviews, and manages hiring, termination, performance appraisals, and pay reviews for managers and individual contributors. The position develops departmental strategies, roadmaps, and goals; manages change; protects the bank and customer information; and implements regulatory compliance in designated areas. It executes strategic initiatives with department leadership and oversees complex vendor relationships related to loan operations and systems. It may lead Quality Control Production and Servicing teams and may coach, mentor, train, or teach as a subject matter expert. The role also requires keeping current with applicable banking regulations and policies, completing required training, demonstrating Columbia Bank’s corporate culture, and performing other duties as assigned. The role is fully onsite at the posted location: 2155 W Pinnacle Peak Rd, Phoenix, AZ 85027. Occasional travel is required. The pay range is $81,000–$115,000, with possible performance-based incentive compensation. Eligible associates regularly scheduled to work at least 30 hours per week receive benefits beginning the first day of the month following hire.

Requirements

7–10 years of supervisory or management experience (required).
Knowledge of complex loan documentation, structuring, and servicing procedures, and applicable state, federal, investor, and bank policies, guidelines, and regulations.
Credit requirement analysis skills.
Strong leadership, organizational, problem-solving, interpersonal, analytical, decision-making, motivational, and customer-service skills.
Excellent written and verbal communication skills.
Planning, project management, and continuous improvement development skills; advanced systems design, development, and management experience may be required.
Knowledge of operational process improvement methods, project management, and banking technology.
Advanced proficiency in loan origination systems, banking systems, and commercial/installment loan application software.
Proficiency in word processing and spreadsheet software.
Knowledge of bank loan policies and internal control procedures.
Ability to provide accurate, detailed results in a high-pressure, goal-oriented environment.
Ability to work fully onsite at the posted location and travel occasionally.

Nice To Haves

7–10 years of lending industry or bank operations experience (preferred).
LaserPro experience is preferred.
Experience with Word and Excel is preferred.

Responsibilities

Lead and manage a team of loan servicing professionals and provide technical counsel.
Maintain high accuracy, customer-service standards, and the integrity of designated loan portfolio areas.
Recommend, formulate, and implement loan operations policies and procedures.
Design, implement, and maintain systems that support efficient and accurate daily operations.
Manage servicing costs while maintaining quality and service standards; design and implement continuous improvement practices.
Prepare the department budget and monitor operational expenses.
Assess department operations, identify potential problem areas, and implement corrective measures with direct reports.
Oversee departmental procedures, policies, regulations, and guidelines to support compliance, mitigate operational risk, and facilitate satisfactory internal audits.
Monitor daily workflow for efficiency and effectiveness.
Coach associates, monitor development, and write and deliver performance reviews.
Manage work efforts of managers and individual contributors; handle hiring, firing, performance appraisals, and pay reviews.
Set departmental strategy, roadmaps, and goals, and follow change management processes to implement changes.
Maintain appropriate security and privacy standards and systems and implement regulatory compliance in designated areas.
Develop and execute strategic initiatives with department leadership.
Supervise complex vendor relationships involving loan operations products, services, and systems.
May lead Quality Control Production and Servicing teams to ensure compliance with guidelines and laws.
Keep current on applicable banking regulations and follow bank policies, procedures, and required training.
Maintain working knowledge of applicable written policies and regulations, including Bank Secrecy Act, Regulation CC, Regulation E, and Bank Security.
May coach, mentor, or train others and teach coursework as a subject matter expert.
Demonstrate Columbia Bank’s corporate culture, take personal initiative, and serve as a positive example.
Perform other duties as assigned.

Benefits

Medical, dental, and vision plans.
401(k) retirement savings plan with employer match for qualifying associate contributions.
Employee assistance program.
Life insurance and disability insurance.
Tuition assistance.
Mental health resources.
Identity theft protection.
Legal support.
Auto and home insurance.
Pet insurance.
Online discount marketplace.
Paid vacation, sick days, volunteer days, and holidays.
Possible performance-based incentive compensation.