Job Description

The Loan Operations Manager is responsible for managing and controlling key activities related to booking, loan servicing, escrow and insurance, loan accounting, and specialized loan servicing across a variety of loan products, including both commercial and consumer loans. This role acts as the primary back-up to the Director of Loan Operations, ensuring that all critical processes comply with Safety and Soundness standards, as well as the Bank's policies and applicable regulatory and legal requirements. Additionally, the Loan Operations Manager will lead the implementation of complex loan projects impacting operations, such as process reengineering and systems implementations. This position is essential in driving operational excellence and ensuring compliance.

Principal Duties & Responsibilities:

• Manage and lead all aspects of the Loan Servicing unit, ensuring that all loan transactions (New, Renewals, Modifications, and Extensions) are accurately and timely registered in the Bank’s CORE system, including proper posting of all related financial transactions
• Ensure the accuracy of “high” risk fields related to all booked transactions through effective quality control measures.
• Oversee all loan servicing functions, ensuring timely and accurate processing of loan payments, payoffs, advances, maintenance, index and interest rate changes, adjustable rate loan servicing, generation of loan pay-off letters, satisfaction of collateral documents, processing partial releases, maintaining loan general ledgers, generating loan statements and notices, managing non-accrual and charge-off loans, and tracking special loan terms
• Ensure timely and accurate servicing of all escrow loan accounts, including escrow disbursements (for insurance and taxes) and escrow analysis for both Commercial and Consumer loans
• Monitor and manage applicable insurance (primarily Hazard/Windstorm and Flood) protecting the loan portfolio, including oversight of the Lender Placement and Flood Monitoring programs, and managing third-party vendors providing insurance services
• Oversee servicing of complex lending products such as Syndications, Participations, SWAP loans, and Capital Market products, as well as loans serviced by others, including the BCI Capital legacy portfolio, SBA 7-A, SBA PPP, and MSL loans
• Lead regulatory processes, including Credit Bureau Reporting, Regulation X, PMI servicing, Flood insurance compliance, Periodic Statements, payment practices, customer complaints, customer requests for information, and pay-offs.
• Collaborate in the recruitment and selection process, conducting interviews, providing feedback, and ensuring onboarding aligns with departmental needs while identifying cost saving opportunities.
• Maintain employee motivation, engagement, and recognition, inspiring commitment and integrity while modeling cultural values and positive behaviors

Qualifications:

• Bachelor's Degree in Business, Finance or related field preferred
• 5-7 years of advanced experience in Loan Servicing (residential, consumer and commercial loans, including complex deals) with proven track record of managing loan servicing processes, regulatory compliance, and operational excellence
• Understanding of Loan Systems (loan origination, CORE, imaging, servicing, tracking, online servicing) a must.

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