FUNCTION: Assumes leadership position by supervising, coaching, mentoring and/or assisting employees in the department as directed. Performs assigned operational duties, including some that are complex and require strong analytical skills to complete. Ensures efficiency, accuracy, and timely processing of assigned tasks and meets assigned deadlines. May train new and less experienced employees in loan servicing job functions. Assists management in the daily operations and serves as a leader within the department.
Exhibits advanced knowledge of banking systems for loans as well as an acceptable understanding of all loan products. Possesses advanced working knowledge of personal computer and of multiple software programs including word processing, database and spreadsheets. Acquires, maintains and increases knowledge of loan servicing functions, Jack Henry, and regulatory requirements.
Ensures that customer account information and reports are processed timely and accurately and maintained in accordance with Bank and third party policy and procedures. Compiles data and provides reporting to management and other areas of the Bank. Review and recommend process improvements to reduce cost and improve work process efficiency. Manage special ad hoc projects for management.
Exercises discretion and independent judgment while performing duties.
ACCOUNTABILITIES:
Operations / Process:
- Routinely demonstrates the ability to effectively and efficiently perform assigned duties as well as the capacity and willingness to offer additional work related contributions in any other area of the department.
- Regularly communicates with department management regarding observations and/or suggestions for improving workflow.
- Assists to ensure that daily production schedules and deadlines are monitored and maintained while adhering to and monitoring an adequate operationally controlled environment.
- Assists customers and/or other departments with more complex loan related issues via telephone and written inquiries
- Assists Management with supervision of assigned personnel by ensuring that the department is adequately staffed, properly trained personnel, and has the necessary tools to complete assigned tasks.
- Make recommendations regarding employment, employee performance evaluations, promotions, salary recommendations, transfers and terminations or assigned staff.
- Assists with resolving personnel problems.
- Guide and advise subordinates in the more complex phases of work, including training new, temporary and less experienced assigned personnel.
- Proactively communicates to management and team members to ensure timely resolution of all problems and complaints.
- Recommends new work methods and techniques to enhance departmental efficiency, reduce expenses and improve customer service.
- Analyzes and evaluates lending portfolio data and identifies trends and patterns for review and/or correction.
- Assists in analyzing department job functions and makes suggestions for streamlining functions, improving efficiency, enhancing the accuracy and quality of work.
- Works with Loan Services Management to develop and implement training for new/improved processes as well as coordinate and implement general knowledge sessions for direct reports to ensure growth at all levels.
- Works closely with direct reports to ensure that written departmental procedures are current and accurate.
Compliance and Control:
- Assists in ensuring that the Bank is in compliance with local, state and federal regulations
General:
- Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
- Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
- Performs additional duties as requested.
Competencies
- Creative – Looks for opportunities to increase efficiency and effectiveness throughout the department. Has ability to challenge assumptions and seek new and different ways to improve performance throughout department.
- Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges, handles pressure, adjusts plans to meet changing needs
- Initiative – Takes independent action, operates as a pro-active self starter, acts on opportunities, practices self development
- Integrity/Ethics – Deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys news good or bad.
- Interpersonal Skills – Has good listening skills, as well as, good written and verbal communication skills.
- Training Skills – Has skills needed to effectively train direct reports in new technologies and how to increase overall job knowledge of Jack Henry and peripheral systems.
- Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others, and incorporates vision when planning.
Knowledge/Skills/Experience Requirements:
- High school diploma or equivalent required college, business or banking professional training helpful.
- Knowledge of all Banks loan products, with specific knowledge of mortgage loan products
- Previous supervisory experience
Physical Demands/Conditions Requirements:
- General office environment.
- Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required.
Equipment Used:
- General office equipment.
External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.
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