Loan Operations Assistant Manager

Loan Operations Assistant Manager

DEPARTMENT : Loan Operations

REPORTS TO : Loan Operations Manager

SUPERVISES : Loan Operations Specialists

FLSA : Exempt STATUS : Full Time

EEO Classification : 1.2 First / Mid-Level Officials and Managers

JOB GRADE : 4

HOURS : Regular full-time 40 hours. Additional hours may be required.

SUMMARY : The Loan Operations Assistant Manager works closely with the Loan Operations Manager by directing and managing the daily performance and productivity to create and maintain an accurate and efficient loan servicing environment.

This individual is responsible for ensuring work is compliant with all company loan policies and procedures, as well as state / federal laws and regulations and collaborating with Lenders to ensure high-level performance is being met while exceeding customer satisfaction goals.

The Loan Operations Assistant Manager will also serve as an escalation point for questions, complaints, and problem solving.

Completes assigned tasks and monitors workflow to ensure servicing standards are consistently met or exceeded. Protects the assets of the bank and shareholders' interest by thoroughly reviewing commercial, consumer, and mortgage loan files for accuracy and completeness.

Operates and accomplishes shared goals of the department and the Bank. Consistently maintains a positive demeanor and displays excellence in service, showing courtesy, tact, and discretion.

EDUCATION & EXPERIENCE :

• High school diploma or equivalent. An associate degree in business, accounting or related field is helpful, but not required.
• Minimum of five (5) years of direct Loan Servicing / Operations experience required.
• Minimum of one (1) year of leadership experience required.
• Proficient with Microsoft Office Products.
• Experience with Jack Henry core system is a plus.
• Strong focus to job at hand, diligence, strong proven organizational skills, and a self-starter is critical.
• Ability to prioritize multiple demands in a high-pressure environment while maintaining professionalism.
• Ability to think practices and processes through, problem solve, and provide resolutions.
• Willingness and ability to own a project; routing the necessary and required components to a complete and compliant conclusion.
• Excellent interpersonal, written, and verbal communication skills.

ESSENTIAL DUTIES & RESPONSIBILITIES MAY INCLUDE :

• Assist Loan Operations Manager with the training and development of the team.
• Evaluate current business processes and implement process improvements that result in improved communication, customer service, quality of work performed and maximize operational effectiveness.
• Foster a collaborative teamwork environment.
• Acts as liaison to the Compliance Department for audit and compliance issues.
• Assist and provide back-up support for all tasks performed by the team.
• Verifies loans boarded to core system.
• Responsible for processing bought and sold participation payments and advances.
• Maintain a working knowledge of government regulatory requirements affecting both consumer and commercial customers and their relationship to loan documentation filing requirements.
• Assist in timely preparation of SBA, Federal Reserve, eOSCAR, and other various reports, includes monitoring and responding to eOSCAR disputes.
• Process non-accrual, charge-off, and OREO status loans, ensuring they're reflected on the system correctly
• Provides required reports needed by officers, processors, compliance, and other bank personnel.
• Completes training as required on BSA and other Compliance policies and procedures.
• Other Duties and responsibilities as assigned.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES : To be successful in this position, an individual should possess and demonstrate the following competencies at the highest level.

• COMPUTER SKILLS Strong working knowledge of computer functions. Proficient in keyboarding and Microsoft Office. Ability to learn new technical skills and commitment to pursuing continuing education opportunities to advance technical skills.
• INITIATIVE Takes proactive steps to accomplish tasks without specific direction. Seeks out and takes responsibility for additional work assessments.

Seeks out new learning opportunities. Ability to consistently make correct decisions based on sound judgment, job knowledge, job experience, and department procedures.

Willingness to take responsibility for decisions.

FOLLOW-UP Completes assignments and tasks willingly, promptly, and efficiently. Responds with a sense of urgency to requests from customers, co-workers, and / or supervisor.

Keeps supervisor informed of status of completed tasks.

COMMUNICATION SKILLS - Relates positively and professionally to customers, staff, co-workers, and supervisors. Remains considerate and respectful of customers, staff, co-workers, and supervisors by tone, volume, and mannerism used in communicating.

Expresses thoughts clearly and proficiently in written and oral form. Maintains confidentiality in all bank, employee, and customer related matters.

Consistently keeps department and supervisor informed. Demonstrates appropriate use of language expected in a professional work environment.

INTERPERSONAL RELATIONSHIP SKILLS Works with co-workers conveying thoughts, actions, and feedback in a positive manner.

Building and managing professionally healthy relationships. Supports, accepts, and understands management and company directives.

Consistently displays a willingness to cooperate. Receptive to suggestions for improvement. Interacts and communicates with individuals at all levels of the organization.

Acts with responsibility, integrity, and accountability.

TIME-MANAGEMENT Ability to consistently display a sense of urgency in completing tasks and servicing customers' needs.

Ability to maintain accuracy and quality and of work as quantity of work fluctuates. Organizes and prioritizes workflow effectively to optimize productivity.

Demonstrates accuracy and thoroughness and monitors own work to ensure quality. Takes time to verify work and promptly corrects errors.

Maintains all the required and appropriate records necessary in the job.

ADHERENCE TO POLICIES AND PROCEDURES - Understands the importance of adherence to department procedures and bank policies in job related functions, employee, and banking issues.

Maintains confidentiality of employee, customer, and bank information within and outside of the company. Actions and behaviors reflect positively on the company.

Maintains the highest level of honesty in handling customer, employee, and bank information.

ADA REQUIREMENTS : Work is performed in an open office setting; one must be able to concentrate and perform work in an area that will likely result in the interruptions of one's duties.

Ability to stand for extended periods of time. May be required to lift items weighing up to 25 lbs. The requirements listed above are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

This job may not be all-inclusive. Employees are expected to perform other duties as assigned or directed by management.

Job descriptions and duties may be modified when deemed appropriate by management.

REV. 08 / 14 / 2024 AM EOE / Minorities / Women / Vets / Disabled

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