Loan Servicing Manager

POSITION SUMMARY:

The Loan Servicing Manager is responsible for providing support to the Senior Manager as well as participating in the oversight of the processing areas to ensure compliance with internal servicing goals and external requirements. Fosters teamwork and enhances the technical and business knowledge of support staff on the Options management team and operational staff.

Essential Duties and Responsibilities:

1. Participate in and/or Lead Projects Impacting Loan Servicing - To participate in meetings and complete action items related to projects that impact services specifically as they relate to task improvements/efficiencies, quality and updating reference materials/procedures. Provide tracking and reporting as well as regular timely communication to the Senior Manager and others as needed relating to the status of projects and tasks.

1. Training - Responsible for the development and delivery of various training to enhance processing skills (new hire, systems, soft skills, product, sales, agent, supervisor development, etc.) Provides guidance and assists with updating training material to keep current with new topics and techniques. Assures training effectiveness by leveraging adult learning and instructional design methodologies.

1. Process Evaluation - Validates processes by establishing specifications and processing attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures. Develops quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring inventories.

1. Management - Directs and/or manages activities associated with Loan Servicing Processing operations, including developing and implementing policies and procedures on processing. Effectively manage a Loan Servicing Processing functional area including ensuring effective scheduling and assigning and monitoring staff workload to include evening and weekend coverage. Conducts annual performance appraisals and provides consistent feedback on staff goals.

1. Knowledge - Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

1. Resource Management –Identifies processing efficiencies associated with a dedicated Loan Servicing Processing functional area and ensures proper staffing levels to maintain financial and production objectives are met on a weekly, monthly and annual basis. Participates in personnel selection for specific positions.

1. Reporting - Develop and maintain weekly, monthly, and other progress reports for management as to the productivity of the department.

1. Process Improvement - Prepares documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.

1. Budgeting - Monitor and evaluate such departmental resource needs as staff, equipment and supplies and make recommendations to Loan Servicing Processing Senior Manager regarding the filling of these needs.

1. Other Job-Related Duties as Assigned - Perform other duties as requested by the Senior Manager and/or Director as needed.

This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.

MINIMUM REQUIREMENTS:

• Bachelor’s Degree (Business or similar preferred. Additional equivalent experience may be substituted.)
• 5+ years’ experience within a financial institution
• 2+ years in a supervisory/management role
• Ability to work remote, or in a hybrid status if local to Chesterfield or Columbia, MO
• Ability to obtain and maintain a 6C Security Clearance
• Excellent written and verbal communication skills
• Some travel may be required.