Supervisor, Loan Servicing
About The Position
The Supervisor, Loan Servicing reporting to the Manager of Loan Servicing, is responsible for managing the day-to-day operations of the Loan Servicing team, ensuring efficient and effective servicing of loans and superior Member service. This role involves overseeing processes including Payment Processing, Title Work, Insurance (Claims and Force-Placed), and Mail Handling. The Supervisor ensures adherence to credit union regulations, bylaws, policies, and procedures, aiming to meet departmental goals and enhance service levels, reduce expenses, and limit risks. The Supervisor is responsible for leading and motivating the team, coaching and developing talent to achieve department goals, while keeping the Manager informed of any issues and working collaboratively to achieve departmental objectives.
Requirements
- Associates in Business Administration, Finance, Accounting, or equivalent experience
- Three (3) years of loan servicing or equivalent experience in a financial institution
- To include 2 years in a supervisor or lead role
- Dedicated to meeting the needs of members and employees
- Excellent written and verbal communication skills
- Proficient in Microsoft Office
- Ability to work with speed and accuracy with strong attention to detail
- Listens effectively and works collaboratively with employees, peers, business partners, external vendors and third parties
- Uses good judgment and works independently to resolve daily challenges, complaints, and concerns
- Establishes clear directions and motivates staff to exceed the desired results
- Ability to identify areas of opportunity to improve processes to reduce operational risk and improve efficiency
- Must comply with all policies and procedures, including Bank Secrecy Act (BSA).
Nice To Haves
- Experience in process improvement methodology
Responsibilities
- Manage and supervise functions of the Loan Servicing Department.
- Assist in overseeing the daily operations of the department in conjunction with the Manager of Loan Servicing.
- Develop and implement best-in-class operational standards for productivity and error reduction.
- Create a team dynamic that focuses on continuous improvement, attention to detail, quality output, cross-functional collaboration, and member experience.
- Perform monthly call monitors and transactional/account reviews and provide feedback to employees.
- Interview, hire, train, evaluate, and develop employees.
- Develop, review, and maintain clear and concise policies, procedures, and user guides that ensure regulatory compliance and mitigate risk.
- Resolve escalated disputes and Member complaints.
- Make recommendations to management for ways to improve service levels and department operations.
- Direct the reconciliation of general ledger accounts handled by the Loan Servicing department.
- Ensure an accurate and timely response to email requests and proper documentation.
- Monitor and report unusual requests, problems, or situations that may affect efficient operations.
- Perform other duties as assigned.
Benefits
- Health Coverage – We offer medical, dental and vision coverage for you and your dependents.
- life insurance
- flexible spending accounts
- pet insurance
- Team Member Assistance Program (EAP)
- Corporate Care Solutions (Backup Child and Adult Care Services).
- generous paid time off
- additional time given for sick days
- paid holidays
- 16 hours of paid time to participate in our community volunteer program.
- enhanced paid military leave
- paid maternity/paternity leave.
- Generous 401k Plan.
- Job Shadowing
- Personal Development Plans
- 100% tuition coverage towards an online Bachelor’s or Master’s Degree.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
