- Senior
- Ufficio in Wallingford
POSITION DESCRIPTION:
The Loan Servicing Operations Manager (the “Servicing Manager”) is a transformational leader responsible for the strategic oversight, continuous improvement and performance of the Bank’s Commercial, Residential and Consumer Loan portfolios. This role is pivotal in reshaping the loan servicing culture, optimizing technology, and driving operational excellence. The manager will lead a dynamic team, ensuring full compliance with regulatory requirements and internal policies, while fostering a culture of innovation, accountability and professional development.
This individual is a change agent – energizing the team, enhancing employee engagement, and creating clear pathways for career growth. The Servicing Manager will leverage available technology to promote a data-informed, process-driven environment, and will streamline operations, mitigate risk, empower decision-making, and elevate both employee and customer experiences.
GENERAL DESCRIPTION OF DUTIES:
Strategic Growth & Transformation
- Develop and execute a strategic roadmap for loan servicing aligned with organizational goals
- Lead cultural transformation initiatives to build a high-trust, high-performance environment
- Champion innovation and continuous improvement across all servicing functions, including inbound/outbound customer service, lien and title administration, escrow account management and tax document preparation
- Align servicing operations with broader digital transformation efforts
Employee Engagement & Talent Development
- Overhaul employee culture to promote engagement, retention and career advancement
- Set clear goals and expectations; Implement structured development plans, mentorship opportunities and recognition strategies
- Lead and cultivate a culture of curiosity, innovation and continuous learning, encouraging team members to challenge the status quo and propose improvements
- Promote a growth mindset and foster a collaborative, inclusive and high-performance work environment
- Build a talent pipeline through succession planning and cross-functional exposure, eliminating single points of failure in knowledge, systems access and process execution
Operational Excellence & Compliance
- Ensure timely, accurate and compliant servicing of all loan portfolios; memorialize legacy knowledge while simultaneously identifying gaps, inefficiencies, and areas requiring immediate stabilization
- Maintain expert-level knowledge of regulatory frameworks (RESPA, TILA, Homeowners Protection Act, etc.) and ensure team adherence to all compliance, audit, and policy requirements
- Establish comprehensive documentation of all loan servicing processes, systems and procedures to ensure operational continuity and create a sustainable knowledge base for the team
- Lead procedural redesign by evaluating current-state operations and systematically redesigning workflows to enhance efficiency, , audit readiness , risk mitigation, and scalability
- Collaborate with internal audit, compliance and legal to proactively address findings; lead related control initiatives
Technology Optimization & Innovation
- Maximize use of existing platforms (e.g., Jack Henry Silverlake, Abrigo, Confluence, SharePoint)
- Identify and implement automation opportunities to improve efficiency, accuracy and customer satisfaction
- Serve as a business lead on technology projects to guide and implement change initiatives, ensuring servicing needs are prioritized
- Stay abreast of industry trends and emerging technologies to maintain a competitive edge
Data-Driven Decision Making
- Establish and monitor SLAs and KPIs to measure performance and identify opportunities for improvement, growth and advancement
- Integrate analytics into daily operations to inform decisions and drive strategic initiatives
- Lead initiatives focused on scalability, efficiency and service delivery optimization
Customer Experience & Quality Assurance
- Ensure exceptional service through timely and empathetic customer interactions
- Monitor quality control metrics and implement corrective actions to enhance service delivery and customer satisfaction
- Balance operational rigor with a customer-first mindset
Cross-Functional Collaboration
- Act as a strategic liaison between loan servicing and departments such as Call Center, Retail Banking, Accounting, Asset Recovery, Compliance, and Technology
- Represent the department in audits, committees, and enterprise-wide initiatives
FUNCTIONS SUPERVISED:
- Direct supervision of Commercial, Mortgage, and Consumer Loan Servicing Specialists/Representatives
- Oversight of post-closing loan system setup and all servicing functions
- Support training and development of Retail, Customer Contact Center and Special Assets teams
LIST OF POSITIONS SUPERVISED:
Loan Servicing Operations Support Analysts I, II, III. Opportunity for further team growth and development of leadership or supervisory roles.
DIGITAL LITERACY, SKILLS & COMPETENCIES:
- Motivational leadership and strategic thinking
- Proficiency in data analysis, digital tools and banking platforms
- Ability to evaluate and implement emerging technologies
- Excellent communication and stakeholder management abilities
- Strong analytical and problem-solving skills; able to use data to drive decisions and improve processes
- Technical proficiency in core banking systems, Microsoft Office Suite and project management tools
EDUCATION REQUIRED: Bachelor’s degree required.
EXPERIENCE REQUIRED:
- 8+ year’s progressive experience in loan servicing or lending operations
- Proven track record of leading teams and transforming legacy operations into well-documented, optimized and scalable processes
- Strong understanding of regulatory compliance, lending operations and servicing best practices, including investor requirements
- Experience managing cross-functional projects and collaborating with software vendors
LEADERSHIP PHILOSOPHY:
- Empower & Support: Prioritize employees' growth by providing resources, mentorship, and opportunities for success.
- Lead with Integrity: Foster a culture of trust, transparency, and ethical decision-making.
- Encourage Collaboration: Fostering an environment that leverages collaboration, innovation, and accountability to achieve strategic goals
*Compensation: Compensation is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
Ascend Bank is an equal opportunity employer and offers equal opportunity to all applicants for all positions without regard to race, color, religion, national origin, age, disability, and veteran status.
Applicants requiring reasonable accommodation in the application process should notify Human Resources.
Ascend Bank participates in E-Verify.
EOE/AA/M/F/D/V
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