Loan Operations Manager

The Loan Operations Manager is responsible for managing and controlling key activities related to booking, loan servicing, escrow and insurance, loan accounting, and specialized loan servicing across a variety of loan products, including both commercial and consumer loans. This role acts as the primary back-up to the Director of Loan Operations, ensuring that all critical processes comply with Safety and Soundness standards, as well as the Bank's policies and applicable regulatory and legal requirements.

Additionally, the Loan Operations Manager will lead the implementation of complex loan projects impacting operations, such as process reengineering and systems implementations. This position is essential in driving operational excellence and ensuring compliance.

Principal Duties & Responsibilities: 

• Manage and lead all aspects of the Loan Servicing unit, ensuring that all loan transactions (New, Renewals, Modifications, and Extensions) are accurately and timely registered in the Bank’s CORE system, including proper posting of all related financial transactions.
• Ensure the accuracy of “high” risk fields related to all booked transactions through effective quality control measures.
• Oversee all loan servicing functions, ensuring timely and accurate processing of loan payments, payoffs, advances, maintenance, index and interest rate changes, adjustable-rate loan servicing, generation of loan pay-off letters, satisfaction of collateral documents, processing partial releases, maintaining loan general ledgers, generating loan statements and notices, managing non-accrual and charge-off loans, and tracking special loan terms.
• Ensure timely and accurate servicing of all escrow loan accounts, including escrow disbursements (for insurance and taxes) and escrow analysis for both Commercial and Consumer loans.
• Monitor and manage applicable insurance (primarily Hazard/Windstorm and Flood) protecting the loan portfolio, including oversight of the Lender Placement and Flood Monitoring programs, and managing third-party vendors providing insurance services.
• Oversee servicing of complex lending products such as Syndications, Participations, SWAP loans, and Capital Market products, as well as loans serviced by others, including the BCI Capital legacy portfolio, SBA 7-A, SBA PPP, and MSL loans.
• Lead regulatory processes, including Credit Bureau Reporting, Regulation X, PMI servicing, Flood insurance compliance, Periodic Statements, payment practices, customer complaints, customer requests for information, and pay-offs.
• Collaborate in the recruitment and selection process, conducting interviews, providing feedback, and ensuring onboarding aligns with departmental needs while identifying cost-saving opportunities.
• Maintain employee motivation, engagement, and recognition, inspiring commitment and integrity while modeling cultural values and positive behaviors.
• Conduct ongoing analysis of operational processes, leveraging new technologies to streamline operations and achieve excellence in loan processes.
• Manage the launch of new products or initiatives impacting the unit, ensuring adherence to policies and procedures.
• Oversee all audits and examinations affecting the area of supervision, ensuring compliance with Bank policies and regulations.
• Ensure policies and procedures affecting the unit are kept up to date, providing constant review of key loan operational processes to uphold high standards of quality and efficiency.
• Manage the ongoing maintenance and enhancement of Key Performance Indicators and Key Risk Indicators for the unit.
• Plan and execute the “Internal Self Audit” program for processes under direct responsibility, ensuring compliance with Bank policies and regulations.
• Represent the Loan Operations unit as a core team member in all projects impacting booking, servicing, escrow, and insurance processes, particularly those involving medium to high complexity Syndications.
• Perform additional Loan Operations duties as required by Management and prepare various reports as requested.

• 5-7 years of advanced experience in Loan Servicing (residential, consumer and commercial loans, including complex deals) with proven track record of managing loan servicing processes, regulatory compliance, and operational excellence.
• Advanced knowledge in all key processes impacting Loan Operations: loan regulation, loan accounting, loan servicing, escrow and insurance servicing, flood program (among others)
• Understanding of Loan Systems (loan origination, CORE, imaging, servicing, tracking, online servicing) a must.
• Process analysis efficiency and reengineering experience, a plus
• Loan projects implementation experience, a plus
• Managerial experience a must
• Strong capability with MS office program (word, Excel and Power point).
• Strong attentiveness to detail required.
• Good organizational and communication skills
• Excellent writing and analytical skills

• Bachelor's Degree in Business, Finance or related field preferred. 

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters provided by OFCCPhere.
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
• Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department at 305-577-7680 or by e-mail at employment@citynational.com.