Loan Operations Manager
Loan Operations Manager Pay Range $66,971 - $90,413 annually Hybrid with 2 days remote. Standard business hours; additional hours may be required during audits, examinations, or system conversions. We are seeking a highly experienced Loan Operations Manager to lead and optimize our loan servicing operations. This role is responsible for overseeing the end-to-end loan servicing process, ensuring compliance with regulatory requirements, enhancing operational efficiency, and driving a high level of customer satisfaction. The ideal candidate has a deep knowledge of loan servicing practices, strong leadership skills, and the ability to implement process improvements in a fast-paced environment. Essential Duties and Responsibilities • Ensure accurate servicing of residential mortgage, consumer and commercial loans portfolios throughout the loan lifecycle. • Oversee all loan servicing functions including loan onboarding, payment processing, escrow management, rate changes, payoffs, loan maintenance, investor loan servicing, and quality control. • Ensure accurate maintenance of loan terms, rates, collateral, insurance, taxes, escrow accounts, and payment histories. • Oversee servicing transfers, participations, and loan sales, as applicable. • Ensure comprehensive documentation of all loan servicing processes, systems and procedures to ensure operational continuity and create a sustainable knowledge base for the team. • Review and approve complex servicing transactions and exception items. • Review and approve year-end documentation and work with core vendor to resolve any issues (1098, year-end loan statements, etc). • Ensure loan servicing activities comply with all applicable federal and state laws and regulations, including but not limited to RESPA, TILA, FCRA, flood insurance & PMI requirements. • Oversee the investigation and resolution of credit reporting disputes (e-OSCAR) and ensure the accuracy of monthly credit bureau reporting across all loan portfolios in compliance with FCRA and Metro 2 standards. • Oversee internal controls, audits and examinations; respond to findings and implement corrective action plans. • Maintain strong documentations standards and procedures to support internal controls for business continuity, disaster recovery, audit readiness, and regulatory examinations. • Address servicing-related exceptions, findings, and corrective action plans. • Collaborate with Compliance, Collections, Retail, and Lending teams to ensure seamless handoffs and issue resolution. • Serve as a point of escalation for complex customer inquiries, complaints, and servicing issues. • Ensure timely, accurate, and professional responses to borrower requests, including payoff statements, and servicing inquiries. • Lead, coach, and develop loan servicing staff, fostering accountability, collaboration, and professional growth. • Establish performance goals, conduct evaluations, and support ongoing training and cross-training initiatives. • Serve as subject-matter-expert on loan servicing systems and related technology. • Serve as the primary system administrator and key point of contact for third-party servicing vendors, managing service-level agreements (SLAs), system updates, and vendor performance to ensure seamless integration with core banking systems • Prepare and review management reports related to servicing activity. Education & Experience • Bachelor’s degree in related field required. • Minimum of 5–7 years of loan servicing or loan operations experience, including residential, commercial, and consumer loans, preferably in a financial institution. • Minimum 3 years supervisory or management experience required. • In-depth knowledge and experience servicing residential, consumer, and commercial loans required; community bank experience strongly preferred. • Experience with Fiserv DNA or COCC, Meridian Link, Mortgage Bot, preferred. Skills & Competencies • Strong working knowledge of loan servicing regulations and best practices. • Demonstrated leadership, coaching, and team development skills. • Proficiency with core banking and loan servicing systems. • Strong communication and interpersonal skills with a customer-focused mindset. • High attention to detail with the ability to manage multiple priorities effectively in a deadline-driven environment. Clinton Savings Bank is an EOE /Vet/Disability. Member FDIC/DIF
