Retail Loan Operations Supervisor - Servicing

POSITION SUMMARY:

The Retail Loan Operations Supervisor – Servicing is responsible for the leadership and oversight of the retail loan booking and servicing functions within the bank. This role ensures the accurate and timely booking of consumer and mortgage loans, the effective administration of loan servicing activities throughout the loan lifecycle, and compliance with all applicable regulatory and bank policy requirements. The Supervisor plays a critical role in streamlining operations, enhancing efficiency, and supporting a strong control environment.

DUTIES AND RESPONSIBILITIES:

• Lead, manage, and develop the Booking and Servicing teams within the Retail Loan Operations department.
• Ensure the timely and accurate booking of all retail loans, including mortgages, consumer loans, and related products, into the core banking system.
• Oversee all servicing activities for retail loans, including payment processing, customer inquiries, escrow management, and ongoing loan maintenance.
• Monitor compliance with regulatory requirements, investor guidelines, and internal policies related to loan booking and servicing.
• Design and implement operational procedures and quality control measures to minimize risk and ensure process consistency.
• Ensure effective management and reconciliation of escrow accounts for all applicable loan types.
• Set performance benchmarks and conduct regular staff evaluations, coaching, and feedback sessions to promote a high-performance team culture.
• Partner with other departments such as Compliance, Risk, and IT to improve systems and workflows that support loan operations.
• Identify, develop, and facilitate ongoing training programs for the Booking and Servicing teams.
• Perform hands-on loan booking and servicing functions as necessary to support team capacity and ensure service continuity.
• Participate in departmental projects and lead operational initiatives as assigned.
• Other duties as assigned.

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BANK FIRST COMPETENCIES:

• Honesty, Integrity, and Ethics – Act fairly and justly, upholding the bank's ethical standards.
• Accountability – Take ownership of responsibilities and outcomes.
• Adaptability – Embrace change and remain flexible in a dynamic environment.
• Decision Making – Analyze information to make sound business decisions while managing resources effectively.
• Interpersonal / Customer Oriented – Build strong relationships internally and externally with a focus on customer satisfaction and trust.
• Results Oriented – Demonstrate self-direction and drive to achieve operational goals and process improvements.
• Innovative – Encourage creative problem-solving and continuous improvement.

QUALIFICATIONS:

• Associate or Bachelor’s degree in Finance, Business Administration, or a related field preferred.
• Minimum of 3 years of progressive experience in retail loan operations, with specific focus on loan booking and servicing.
• Prior leadership experience in a supervisory or managerial role, with demonstrated success in managing operational teams.
• Strong working knowledge of consumer and mortgage loan products, loan lifecycle management, and applicable regulations.
• Experience managing escrow accounts and related compliance.
• Excellent communication, collaboration, and organizational skills.
• Strong analytical and problem-solving abilities.
• Ability to thrive in a fast-paced, goal-driven environment.