Lending Support Supervisor - Loan Servicing Support Unit

GENERAL PURPOSE SUMMARY

Supervises and oversees one consumer, mortgage, or commercial lending support unit-such as processing, documentation, closing and shipping, loan servicing administration, or loan servicing support-and ensures daily operations are accurate, timely, compliant, and customer-focused. Handles unit-level operational issues and supports continuous improvement by performing the following essential duties and responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Operational Management

• Provides daily oversight of one assigned lending support unit, which may include loan processing (consumer, commercial, mortgage), loan documentation, mortgage closing and shipping, loan servicing administration (payment processing, maintenance, escrow, reporting, system updates, payoff quotes, inquiries, account-level resolution), or loan servicing support (loan document custodian, maintains collateral on active loans, lien releases, manages the bank's system for loan files, and supports and onboards transferred loans).
• Ensures operational accuracy, timeliness, and adherence to bank policies, procedures, and regulatory requirements.
• Monitors daily workflow, productivity, staffing assignments, and quality assurance routines.
• Resolves routine to moderately complex operational issues; escalates more complex concerns to management.

People Leadership

• Provides day-to-day leadership to employees in the assigned unit and participates in coaching, performance feedback, and staff support.
• Supports employee development, training initiatives, and cross-functional skill building for assigned team members.
• Observes work performance and identifies performance trends, training needs, and opportunities for increased engagement.

Service Quality and Customer Experience

• Ensures consistent and high-quality service delivery to internal partners, external customers, and lenders.
• Acts as an escalation point for customer inquiries or operational issues requiring additional judgment or expertise.
• Identifies patterns in service concerns and works with management to implement improvements.

Process Improvement and Risk Mitigation

• Supports implementation of process improvements to enhance accuracy, efficiency, and consistency.
• Helps maintain internal controls and quality checks.
• Participates in audit readiness efforts, compliance reviews, and procedural updates.
• Assists with system enhancements, user acceptance testing, and rollout of new processes or tools.

Communication and Collaboration

• Communicates daily priorities, expectations, procedural updates, and organizational information to employees.
• Collaborates with Lending, Loan Operations, Credit Administration, Compliance, and other teams to ensure smooth loan lifecycle support.
• Provides operational insights, performance updates, and staffing feedback to management.

COMPLIANCE EXPECTATIONS

• Ensure unit's operations comply with bank policy, procedures, and banking regulations (for business unit heads).
• Ensure adequate and current compliance training, and ensure training is completed on time.
• Stay updated on relevant laws and regulations.
• Ensure employees comply with the bank's policies, procedures, laws and regulations.
• Maintain customer confidence and protect the bank's operations by you and your delegates identifying and protecting confidential information.

SUPERVISORY RESPONSIBILITIES

Supervises employees in assigned unit in the Central Loan Processing and Servicing Department and provides backup to other unit heads as needed. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, training, and recommending the termination of employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.