SUMMARY

The Commercial or Consumer Loan Servicing Supervisor positions are responsible for leading the Loan Account Servicing Department in daily functions, processes and risk controls to ensure loan accounting and data integrity. This position also serves as a key mitigation of operational risks in Jack Henry loan accounting system including but not limited to loan data input, maintenance, research, advance & payment processing, participation services, GL reconciliation, and loan customer service.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• Uploads loan transactions accurately and timely to the core loan accounting system in accordance with approved request, policies and procedures.
• Ensures accurate and timely file maintenance and/or adjustments of loan data in core loan accounting system.
• Provides feedback, suggestions for improvement, and tools to help employees meet goals.
• Makes decisions on complex equity, commercial, consumer loans regarding situations not addressed in policy or procedure, ensuring we address compliance, risk mitigation, and member experience.
• Manages process changes by communicating with the team and ensuring working procedures/instructions are updated accordingly.
• Provide coaching, training, mentoring to employees among team.
• Ensures accurate and timely application of payments received.
• Ensures that departmental production goals, service standards and cooperation ratings are met or exceeded.
• Processes daily and monthly reports generated from CORE loan accounting system and other reports as designated.
• Ability to adjust priorities to changing circumstances and maintain quality in fast paced atmosphere.
• Assists internal customers with routine loan inquiries.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Provides leadership and support to assigned work group and other loan operations staff members when appropriate.
• Must be very customer centric and able to manage large volume of documentation requests while maintaining a high level of accuracy and quick turnaround.
• Provides coaching and participation in counseling, and discipline.
• Maintains a professional work environment
• Assists other departments as needed.
• Measures actual staff performance and manages staff accordingly
• Maintains awareness of CORE loan system updates and industry standards.
• Working knowledge of commercial and consumer lending policies.
• Handles internal customer complaints and communicates issues to department director as needed.
• Recommends to department director possible methods to improve department efficiency.
• Completes all required compliance exams on a yearly basis.
• Adherence to all First United Policies and Procedures.
• Dresses professionally.
• Other duties as assigned by department director.

EMPLOYEE SPECIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

Education and Work Experience

• Education and Work Experience
• Bachelor's degree in Business Administration
• High school diploma or GED will be considered but work experience will be needed to support.
• Minimum five years working experience in the loan servicing area of a banking institution.
• One year of hands-on experience with boarding loans or performing maintenance in a CORE loan accounting system.
• Strong understanding of financial institution products and services preferred.

Technical/Functional Competencies

• Excellent use of Microsoft Word and Excel preferred.
• Good understanding of computer spreadsheet and word processing programs.
• Ability to initiate tasks and projects with little or no supervision.
• Exceptional customer service skills.
• Good problem-solving and decision-making skills.
• Demonstrates good judgment.
• Strong organizational skills.
• Strong interpersonal skills and ability to work well with a wide range of people.
• Ability to communicate well with internal customers by all means of communication including written, verbal, and non-verbal communication.
• Willingness to accept additional responsibilities.
• Dependable and adheres to time lines and schedules.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.

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