Loan Servicing Supervisor

Responsible for supervising Loan Servicing personnel and overseeing the efficient execution of loan servicing operations, including loan boarding, maintenance, escrow administration, investor reporting, tax and insurance monitoring, payoff processing, and collateral documentation activities. Ensures compliance with regulatory requirements and company policies, promotes operational efficiency and process improvement, supports workflow management, and collaborates across business lines to deliver exceptional customer service and operational excellence.

• Loan Servicing Operations Management
  • Oversee daily loan servicing activities, including loan boarding, maintenance, file administration, escrow administration, investor reporting, tax and insurance monitoring, payoff processing, and security perfection and release activities.
  • Monitor workflow, service levels, and department productivity to ensure operational objectives are achieved.
  • Provide backup support and perform servicing functions as necessary to maintain service continuity.

• People Leadership and Team Development
  • Supervise, coach, train, and develop assigned employees.
  • Manage recruitment, onboarding, performance management, goal setting, scheduling, and staff coverage.
  • Foster employee engagement, accountability, communication, and adherence to organizational values and expectations.

• Compliance, Controls, and Risk Oversight
  • Ensure department compliance with applicable banking regulations, company policies, and operating procedures.
  • Monitor regulatory changes and implement process updates to maintain compliance.
  • Maintain appropriate controls, documentation, and procedural standards for assigned functions.

• Process Improvement and Systems Administration
  • Evaluate and enhance operational processes to improve efficiency, productivity, and cost effectiveness.
  • Develop, maintain, and update departmental procedures and documentation.
  • Lead system upgrade testing, release validation activities, and annual disaster recovery testing efforts.

• Customer Service and Cross-Functional Partnership
  • Respond to escalated customer inquiries and complex servicing issues.
  • Research and resolve advanced loan servicing requests and documentation questions.
  • Collaborate with lending, operations, recovery, and other business partners to support effective information sharing and achievement of organizational goals.

• Bachelor’s degree in Business, Finance, Accounting, Banking, or a related field required.
• Minimum of five (5) years of progressive experience in loan servicing, banking operations, or a related financial services environment required.
• Advanced knowledge of loan servicing processes, including payment processing, payoffs, escrow administration, loan boarding, documentation, and portfolio maintenance activities.
• Demonstrated leadership, supervisory, and employee development experience.
• Strong analytical, mathematical, and accounting skills with the ability to identify issues and implement effective solutions.
• Thorough knowledge of consumer and mortgage lending products, loan servicing procedures, and applicable banking regulations.
• Strong organizational skills with the ability to manage multiple priorities and meet established deadlines.
• Effective verbal and written communication skills with the ability to interact professionally across all levels of the organization.
• Working knowledge of banking products, services, and operational processes.
• Proficiency with loan servicing systems, Microsoft Office applications, and spreadsheet software.
• Ability to work independently, exercise sound judgment, and make informed decisions in a fast-paced environment.

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Community Bank
• Employee Referrals

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law. 

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