Loan Support Services Manager

Columbia Bank•Phoenix, AZ

10d•Onsite

About The Position

The Loan Support Services Manager provides organizational leadership and management to a team of loan-servicing professionals. The role provides technical counsel, maintains departmental accuracy, and ensures operational processes support high levels of customer service. It recommends, formulates, and implements loan-operation policies and procedures; maintains the integrity of assigned loan portfolio areas; and designs and maintains systems for efficient, accurate daily operations. The manager oversees department costs, quality, service, continuous improvement, budgeting, and operational expenses. The position assesses departmental operations, identifies problem areas, and implements corrective measures in collaboration with direct reports. It oversees procedures, policies, regulations, and guidelines to support compliance, mitigate operational risks, and facilitate successful internal audits. The manager monitors daily workflows, coaches and develops associates, delivers performance reviews, manages work efforts, and handles hiring, termination, performance appraisal, and pay review decisions. It also sets departmental strategy, roadmaps, and goals; applies change-management processes; protects bank and customer information; and implements regulatory compliance in designated areas. The manager develops and executes strategic initiatives with department leadership and oversees complex vendor relationships related to loan operations and systems. The role may lead Quality Control Production and Servicing teams. It maintains knowledge of applicable regulations and bank policies, completes required training, and may coach, mentor, train, or teach as a subject matter expert. The position is expected to model Columbia Bank's culture, take initiative, and support its vision to become the “Business Bank of Choice.” Other duties may be assigned.

Requirements

7–10 years of supervisory or management experience (required).
Knowledge of complex loan documentation, structuring, and servicing procedures, as well as 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.
Knowledge of operational process-improvement methods, project management, and banking technology.
Advanced proficiency in loan origination, banking systems, and commercial/installment loan application software.
Proficiency in word-processing and spreadsheet software.
Knowledge of the bank's 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.

Nice To Haves

7–10 years of lending-industry or bank-operations experience (preferred).
LaserPro experience is preferred.
Word and Excel experience is preferred.
Advanced systems design, development, and management experience may be required.

Responsibilities

Lead and manage a team of loan-servicing professionals and provide technical counsel.
Maintain high levels of accuracy, customer service, loan portfolio integrity, and operational quality.
Recommend, formulate, and implement loan-operation policies, procedures, and systems.
Manage department servicing costs, prepare the department budget, and monitor operating expenses.
Design and implement continuous-improvement practices.
Assess departmental operations, identify potential problems, and implement corrective measures with direct reports.
Ensure policies, procedures, regulations, and guidelines are current and compliant, mitigate operational risks, and support satisfactory internal audits.
Monitor daily workflows to ensure operational efficiency and effectiveness.
Coach and develop associates; write and deliver performance reviews.
Manage the work efforts of managers and individual contributors using established policies and procedures.
Make hiring, termination, performance appraisal, and pay review decisions.
Set departmental strategy, roadmaps, and goals, and use appropriate change-management processes to implement changes.
Maintain security and privacy standards and systems to protect the bank and its customers.
Implement regulatory compliance in designated areas and keep current with regulatory changes.
Develop and execute strategic initiatives with department leadership.
Supervise complex vendor relationships for loan-operation products, services, and systems.
May lead Quality Control Production and Servicing teams to ensure compliance with guidelines and laws.
Follow bank policies and procedures, compliance requirements, and required annual or job-specific training.
Maintain working knowledge of applicable bank policies and procedures, 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.
Model Columbia Bank's corporate culture, take personal initiative, and support the bank's vision.
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
Disability insurance
Tuition assistance
Mental health resources
Identity theft protection
Legal support
Auto and home insurance
Pet insurance
Online discount marketplace
Paid vacation
Paid sick days
Paid volunteer days
Paid holidays
The role may be eligible for performance-based incentive compensation.