Retail Loan Operations Supervisor - Sales Support

Position Summary:
The Retail Loan Operations Supervisor – Sales Support is responsible for managing and coordinating the origination support, processing and quality control. This role leads a cross-functional team to ensure operational excellence, regulatory compliance, and a seamless borrower experience. The ideal candidate will be a collaborative leader with deep knowledge of loan processing, a commitment to continuous improvement, and the ability to drive results in a dynamic environment.

Key Responsibilities:

• Lead and supervise teams responsible for mortgage origination, processing and quality control.
• Ensure all aspects of the front-end loan lifecycle—from application support through loan processing are completed accurately, efficiently, and in compliance with regulatory standards and internal policies.
• Oversee quality control reviews of retail loan documentation to identify and resolve discrepancies, reduce risk, and maintain data integrity.
• Collaborate with Retail Lending, Compliance, and IT departments to streamline processes, improve service delivery, and resolve operational issues.
• Monitor performance metrics, conduct regular reviews, and provide coaching and development opportunities to team members.
• Identify training needs and lead professional development efforts to ensure operational consistency and strong regulatory knowledge across all functions.
• Foster a culture of accountability, innovation, and continuous improvement throughout the Retail Loan Operations team.
• Other duties as assigned.

#INDBF

Bank First Core Competencies:

• Integrity & Ethics: Acts with honesty, fairness, and in alignment with Bank First’s values.
• Accountability: Takes ownership of responsibilities and delivers on commitments.
• Adaptability: Navigates change effectively and supports others through transition.
• Decision Making: Applies critical thinking and sound judgment to make timely and well-informed decisions.
• Customer Focus: Prioritizes customer needs and fosters trust through responsive, professional service.
• Results Orientation: Demonstrates drive and perseverance to meet goals and deliver high-quality outcomes.
• Innovation: Promotes process improvements and encourages team creativity to solve operational challenges.

Qualifications:

• Associate’s or Bachelor’s degree in Finance, Business Administration, or a related field preferred.
• Minimum of 3 years of progressive experience in retail loan operations, mortgage servicing, or origination support.
• Prior supervisory or team leadership experience required.
• Strong knowledge of retail mortgage lending practices, escrow regulations, and loan documentation requirements.
• Experience with loan origination systems (LOS) and core banking platforms. Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication skills; ability to work collaboratively across departments.
• Proven ability to lead through influence, foster teamwork, and drive operational efficiency.