Residential Loan Servicing Supervisor

Primary Purpose of Job

Monitors the operating environment to ensure Loan Operations is functioning in accordance with approved company policies, procedures and regulatory requirements. Provides leadership to the Loan Operations team, which includes training, motivating and coaching. Ensures consistent and accurate delivery of support functions on both departmental and branch operations issues, with focus on customer service, efficient operations, compliance, data integrity and internal controls.

Major Job Accountabilities

• Monitors and supervises the department operating environment to ensure that department functions and services are timely, efficient and conducted within agreed service levels while providing courteous customer service.
• Manages department personnel work schedules. Ensures uniformity of operations, evaluating effectiveness and quality of resulting services. Implements established priorities and deadlines for department personnel.
• Recommends and monitors SLAs for the timely response to questions and issues.
• Conducts branch or department presentations including training on new and revised processes or remedial training.
• Facilitates and manages communications to resolve escalated customer conflicts.
• Collaborates with other departments to ensure enterprise compliance is attained and adhered to.
• Performs department self-audits for accuracy, completeness and compliance.
• Analyzes loan policies and procedures to determine efficiency and efficacy of loan operations processes.
• Assesses processes and workflows; identifies and drives process improvement in collaboration with other teammates or business units to improve customer experience and efficiency.
• Facilitates and supports teammate development. Conducts training to teammates; plans, assigns, and directs work; provides feedback to teammates.
• Reviews upgrades to branch and department systems and evaluates for potential impact to current processes.
• Manages the relationship between the Bank and underlying mortgage loan investors including handling investor reporting, remitting and supporting reconciliation and other functions.
• Develops new processes/workflows to improve effectiveness and efficiency of department and branch support.
• Supports system changes for department and end-users, performing validation and testing. This includes developing test scripts, coordinating and performing user, unit and end-to-end testing and validation of test results.
• Understands system and regulatory changes and analyzes impacts to operational processes.

Experience Required

A minimum of:

• Four (4) years of experience in banking operations providing assistance to employees related to bank operating policies and procedures, legal and regulatory compliance, and mortgage servicing preferred.
• Two (2) years of supervisory experience in leading, motivating, coaching and conducting performance reviews with employees, preferred.

Required Skills Or Training

• A well-developed sense of the customer's perspective; able to respond with the customer in mind.
• Exceptional interpersonal skills and demonstrated ability to work collaboratively.
• Maintains a positive, professional demeanor during difficult situations.
• Excellent verbal and written communication, including practicing open, honest communication with teammates.
• Makes sound decisions based on established guidelines, knowledge, and experience; ability to handle medium risk-based decisions.
• Advanced technical skills; proficiency in Microsoft Office and other banking applications.
• Ability to adapt to new ways of working; learns new technology or procedures quickly, with little guidance.
• Excellent organizational skills; can assess, prioritize, manage multiple work streams to meet or exceed deadlines.
• Understands loan payment processing, fee structure, interest calculation, and prepare interest and payment schedules.
• Understands and adheres to Regulatory and Compliance requirements, applying this knowledge to assessing and resolving problems.
• Self-directed with the ability to provide clear direction to others.
• In-depth knowledge and proficiency regarding bank loan products, systems, procedures, documentation, and all applicable regulatory guidelines.
• Demonstrated work experience in problem analysis and problem resolution at functional level with the growth ability to apply strategic.
• Ability to review processes and recommend changes for improvement to achieve efficiency, effectiveness and compliance in bank loan operations.
• Knowledge of basic accounting principles and techniques, particularly related to loan processing. Possesses an understanding of the bank's financial metrics and how the department drives results for the bank.
• Knowledge of Freddie and Fannie Mac agency guidelines.

EOE, including disability/veterans

At American Savings Bank, we welcome and support all individuals and celebrate the diversity of our team members, customers and community. We are committed to ensuring that our online application process is accessible and provides an equal employment opportunity to all job seekers. If you need assistance searching for a job or submitting an application, please contact us by calling 808-538-2000 and a member of our Recruitment team will follow up with you. Mahalo for your interest in American Savings Bank!