Loan Servicing Project Manager

Position Description

Title: Loan Servicing Project Manager
Department: Loan Servicing
Reports to: VP, Loan Servicing Officer
Supervises: NA
Classification: Exempt
Date Prepared: October 15, 2024

Summary / Objective
This position is the driving force for evaluating improvement efficiencies across loan servicing to deliver business benefits. This Loan Servicing Project Manager (“Manager”) will direct multiply projects, assist in development of staff and play a key role in influencing change within and across loan servicing. They will perform system and workflow analysis to improve productivity and to alleviate bottlenecks. In addition, the Manager will develop and maintain project plans and schedules. After the initial training period, time to be determined, this may be a hybrid role based on the terms of our Remote Work Program/Policy.

Experience & Education Requirements:
• Bachelor’s degree or equivalent experience in a lending environment
• Background in financial institution’s real estate, commercial and/or consumer lending procedures
• Excellent understanding of Servicing procedures, Federal and State lending regulations
• Customer service and supervisory experience

Essential Job Functions:

Vendor Relationships:

• Manage and maintain the external vendor relationships within the Loan Servicing Department. Updating and renewing the vendor contract, support expansion across any new business application, tracts to ensure that the vendor provides quality service, and evaluate the performance of vendors.
• Responsible for identifying, evaluating, and onboarding new vendors. This role involves market research, relationship building, negotiation, and collaboration with internal teams to ensure that the selected vendors align with the company’s strategic goals and quality standards.

Testing:

• Coordinates all the development in testing, implementation and support for new and existing products, system enhancements. Identifies, researches, and analyzes production problems, develops solutions, and resolves problems. Monitor’s system enhancements, documents business needs and determines development impact to current system processing.
• Functions as the liaison between the retail, lending, operations, and technical areas throughout any project cycle. Provides input into the creation of detailed project plans, work assignments, target dates, and other aspects of assigned projects. Works with programmers and users to ensure accuracy of enhancements.

Training and Procedures:

• Improving on operational efficiencies and effectiveness; provides leadership and coordination for improving the organization’s core functions and evaluating the impact that systems improvements have and ensures implementation and effectiveness of the System.
• Identify and implement efficiencies associated with our current procedures, troubleshoot to formulate workflow processes, methods and policies. Recommends changes for improvement with an emphasis on automation and efficiency.
• Develops training programs that focus on enabling the workforce to achieve improvements.
• Participates in the user group network at COCC. Getting and sharing best practices, gathering tools and materials while participating in ongoing communication activities and capacity-building peer exchanges. Searches out best performance and quality improvement practices, making the servicing manager aware of them and suggesting areas where they could be implemented.

Required knowledge, skills & abilities:

• Excellent knowledge and understanding of commercial, consumer & residential loan documentation
• Excellent knowledge of department’s services, loan processing policies and procedures
• Must possess a professional demeanor including business attire, courtesy, tact and conflict management skills
• Well-developed written, communication and organization skills
• Strong computer skills including a working knowledge of Word, Excel and other software programs needed to perform the duties
• Proven leadership skills with the ability to motivate and influence the loan servicing staff
• Ability to assess and implement departmental process improvements
• Must exercise accuracy, alertness, good judgment, initiative, courtesy, tact and patience in dealing with all levels of the organization
• Successful completion of in-house training programs or other approved training programs
• Compliance with BSA regulations as appropriate to the position

Physical Demands and Work Environment:

• Ability to use standard equipment such as computers, phones, photocopiers
• Requires manual dexterity and sitting and standing for longer periods of time
• Must be able to work schedules that meet the needs of the Bank, which may include early morning, evening and /or weekend hours
• Occasional local travel for Bank purposes

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

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. It is expected that from time to time other duties, both related and unrelated to the above, may be assigned and therefore, required.