VP, Loan Servicing Officer

Summary / Objective The Vice President, Loan Servicing Officer is responsible for managing and supervising the loan servicing functions of the Bank.
This responsibility would involve the entire servicing function from the point of disbursement through loan maturity, payoff, and satisfaction.
Interrelated responsibilities include, but not limited to, supervision and training of personnel, system maintenance and audit and compliance review.
Essential Job Functions: Sets the strategic plan for the Servicing Area to assure continued efficiency while leveraging technology to meet Bank, customer, and regulator expectations and goals.
Takes a leadership role while completing high-level duties and assignments and providing guidance, error resolution and support to staff with complex and difficult tasks Assures a positive customer experience, while continuously demonstrating positive Energy, Passion and Attitude to internal and external customers Serves as the primary contact with the core processing vendors as it relates to loan servicing regarding problem resolution, loan processing, payment processing, annual escrow analysis, account history and updating customer information Supervises and directs loan servicing staff and performs training of loan servicing employees to provide quality customer service Directs staff to reviews daily/monthly reports as well as overseeing and reviewing file maintenance changes Responsible for the implementation of existing policies, procedures, governmental regulations and systems involving daily operations Oversees process and department efficiency and effectively resolve issues related to loan servicing Performs all employee performance management functions, including staff development and performance assessment manages responses to customer inquiries and resolves complaints Creates and revises loan servicing procedures in support of compliance, efficiency and customer service standards Serves as department contact for other departments, vendors and auditors as well as investor and participant relationships Reviews invoices, supply orders, general ledger balancing, and lending related deposit accounts Maintains and assigns employee authorities within bank’s core system Administers and supports the Bank’s regulatory compliance and recommends changes to support the requirements Manages timely tracking of hazard insurance policies and real estate tax escrows and analysis Manages post- closing to ensure loans are reviewed in a timely fashion Supervises the processing of payoff, partial releases and the preparation of related documentation Maintains knowledge of department policies and procedures through internal and external training activities Represents serving on IT/Technology and other appropriate Committees Required Skills Required knowledge, skills & abilities: Extensive knowledge of department’s services, loan processing policies and procedures Strong understanding of financial products and services and the ability to learn more Must possess a professional demeanor including business attire, courtesy, tact and conflict management skills Excellent interpersonal, management, communication & computer skills Proven leadership skills with the ability to motivate, influence and promote teamwork Excellent organizational skills, including ability to prioritize to meet deadlines Ability to assess and implement departmental process improvements Ability to assume responsibility, display initiative, and exercise independent judgment in decision making Successful completion of in-house training programs or other approved training programs Compliance with BSA regulations as appropriate to the position Required Experience Experience & Education Requirements: Bachelor’s degree or equivalent experience in a lending environment Background in financial institution’s real estate, commercial and/or consumer servicing procedures Excellent understanding of servicing procedures, Federal and State servicing regulations Customer service and supervisory experience Experience implementing and maintaining customer web based electronic loan payment processing and lockbox services.