Loan Servicing Operations Manager

Description

POSITION SUMMARY:

The Loan Servicing Operations Manager is responsible for providing leadership and daily oversight to the teams involved in the banking activities of Loan Servicing Operations. Exercise judgment in reviewing the loan files for accurate documentation and timely service. Provide leadership and coaching to the loan servicing operations team to ensure desired results.

OBJECTIVES OF THIS ROLE:

• Provide strategic leadership and oversight of Loan Servicing Operations, including retail loan servicing, escrow, & commercial/agricultural servicing, to ensure efficient, accurate, and compliant servicing practices.
• Serve as the primary operational liaison between Loan Servicing, Information Technology, and third-party vendors to identify system improvements, resolve operational issues, and optimize the use of core servicing software.
• Monitor, identify, and manage system and operational changes within the core platform and related servicing systems to ensure alignment with regulatory requirements, operational best practices, and organizational objectives.
• Lead the implementation and coordination of system enhancements, software updates, and related hardware installations impacting loan servicing functions.
• Oversee the configuration, implementation, and ongoing management of loan products, lending programs, and servicing specifications within the core system.
• Direct the development and maintenance of loan system specifications, including transaction codes (TMS), integration specifications, templates, and servicing workflows to support accurate loan processing and reporting.
• Manage and coordinate training and ongoing education related to the core servicing platform to ensure staff proficiency and adoption of system capabilities.
• Establish and maintain effective workflow management practices within the Loan Servicing Department, including prioritization and delegation of operational responsibilities.
• Collaborate with internal audit, compliance, and risk management teams to proactively identify operational or system-related risks and implement corrective actions to maintain regulatory compliance.
• Support organizational growth initiatives, including mergers and acquisitions, by coordinating data integration, system alignment, and operational remediation efforts related to loan servicing systems.
• Lead and implement process improvements and procedural changes in response to audit findings, regulatory examinations, and internal control reviews.
• Manage and participate in special projects related to loan servicing operations, system optimization, and process improvement initiatives.
• Perform additional duties and responsibilities as assigned to support operational efficiency and system governance.

RESPONSIBILITIES:

• Directly manages supervisors in the Loan Servicing Operations Department. 
• Carries out managerial responsibilities in accordance with the organization's policies and applicable laws. 
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Other duties as assigned 

LEADERSHIP:

• Promote and encourage F&M culture and values; promotes a highly engaged and productive work environment, where employees feel comfortable speaking up about issues and can realize their best lives.
• Directly leads 2 supervisors or individual contributors providing guidance, regular performance feedback, & development planning

Requirements

 QUALIFICATIONS: EDUCATION and/or EXPERIENCE: 

• Associates degree or equivalent from two-year college or technical school, bachelors degree preferred; and two to four years related experience in loan servicing and/or training; or equivalent combination of education and experience.
• Demonstrated ability to lead others, manage multiple priorities and meet deadlines.

ADDITIONAL REQUIREMENTS: OTHER KNOWLEDGE AND/OR SKILLS: 

• Lead the Comm Ag Loan Servicing Supervisor and the Retail Loan Servicing Supervisor 
• General knowledge of bank operations, lending, and information technology.  
• Previous experience with and efficiency in using Microsoft applications, such as Word and Excel
• Possess good organization skills and looks for ways to improve processes and minimize duplicate work

COMPLIANCE:

• As generally applicable to F&M Bank and commensurate with these job functions, this job role includes accountabilities for following Bank policies and related procedures, as well as regulatory requirements involving federal and state laws, regulations, and related guidance.
• Compliance with Bank Secrecy Act (BSA), including accurate completion of Currency Transaction Reports (CTR) when applicable, Anti-Money Laundering Act (AML), Office of Foreign Asset Control (OFAC) and the USA PATRIOT Act. Adhere to Customer Identification, Customer Due Diligence and reporting of suspicious activities to the BSA Department.

LEADERSHIP COMPETENCIES:

• Managing Conflict: Listens well, diffuses conflict before it starts, finds solutions to problems in a constructive manner, handles difficult people.
• Agility: Ability to respond to changing conditions quickly with mechanisms in place to manage, mitigate, and minimize disruption. 
• Leading Change: Champions organizational change initiatives. Assesses and adjusts to changing situations, implementing innovative solutions to make organizational improvements.
• Leading People: Designs and implements strategies that maximize employee potential in meeting the organization’s vision, mission, and goals. Provides an inclusive workplace that fosters the development of others to their full potential.