Consumer Loan Servicing Manager en None

Position Title: Consumer Loan Servicing Manager

Purpose: The Consumer Loan Servicing Manager ensures timely, compliant and accurate processing within the Consumer Loan Servicing Area.  This position is responsible for minimizing risk and financial loss by developing and implementing efficient processes and controls within areas of supervision.

Essential Functions:

1. Directs, manages, and leads the activities of the Consumer Loan Servicing department to achieve established goals as set forth in the performance objective setting process and strategic planning sessions.  Ensures daily production requirements are being satisfied.   
2. Manages performance of direct reports and provides ongoing coaching and training opportunities to ensure staff has the skills and resources to be successful.  Responsible for timely completion of performance evaluations of assigned staff.
3. Develops and implements policies and operating procedures to ensure maximum customer service and profitable control in the processing of all transactions within the Consumer Loan Servicing function.  Monitors and controls adherence to established policies and procedures, approves exceptions and responds to escalated customer issues.
4. Responsible for accuracy and timely processing of all account transactions, account maintenance, booking, next day review, document verification, document tracking, exception payment processing and system maintenance.  
5. Manage operational incidents and identify and implement initiatives to reduce the number of incidents (including root cause analysis) that impact departmental financial results.
6. Administers on-going relationships with Consumer Lending Operations and Processing Management team. Communicates with staff and management concerning issues/problems/decisions with accounts and customer relationships, escalates issues to Loan Servicing Manager as appropriate.
7. Assess adequacy of controls to manage operational risks, present results, and recommend actions and improvements. Complies with federal, state, and local legal and regulatory requirements by enforcing adherence to and advising management of deficiencies and remediation actions needed.
8. Ensures that department activities are compliant with audit and risk management policies and regulations.  Manages and prepares responses to audit findings, examiner reviews, or other regulatory information requests in a timely and comprehensive manner.
9. Demonstrates the standards and principles of the Five Star experience in every interaction with internal and external customers and associates. Incorporates the high-performance behaviors of teamwork, leading by example and service in every facet of work. 

Job Related Qualifications – Education and Prior Experience:

Required:

• Education: High School Diploma or equivalent. Bachelor's Degree preferred. 
• Prior Experience: 5+ years of Banking experience with loan related activities and supervisory experience

Competencies:

1. Ability to effectively coach, mentor and develop staff in areas of expertise
2. Excellent verbal and written communication skills
3. Excellent organizational skills with the ability to manage multiple priorities and meet established deadlines
4. Proficient with Microsoft Office applications with the ability to learn new and existing Banking software
5. Ability to work as a team member, effectively sharing ideas, skills and knowledge with others

Physical Requirements:

1. Able to regularly sit for prolonged periods of time.
2. Extensive computer usage is required.

Benefits:

• Medical, Dental, and Vision Insurance
• Health Savings Account
• Flexible Spending Account(s)
• Company Paid Life Insurance, Long-Term Disability, and Short-Term Disability
• Voluntary Offerings: Life, Critical Illness/Specified Disease, Accident, Hospital Indemnity & Personal Accident
• Tuition Reimbursement
• Employee Referral Program
• Wellness Reimbursement Program
• Star Volunteer Program
• Employee Banking and Financial Perks
• Flexible Hybrid Work Schedule
• Paid Time Off (PTO)
• Company Paid Holidays

This job description is not exhaustive.  The Consumer Loan Servicing Manager may be required to perform other duties as assigned.

The expected rate of pay for this position is shown above.   Compensation offers are based on a wide range of factors including relevant skills, training, experience, education and, where applicable, licenses or certifications obtained.   Market and organizational factors are also considered.  In addition to your base rate of pay and a competitive benefits package, successful candidates may be eligible to receive cash or equity-based incentives based on the role and performance.