Specialty Commercial Loan Servicing Specialist Lead

Position Title

Specialty Commercial Loan Servicing Specialist Lead

Location

Hicksville, NY 11801

Job Summary

The commercial loan operations specialist lead serves as the highest-level individual contributor and technical authority within commercial loan operations, providing expert-level operational leadership for the most complex and specialized commercial lending products and financing arrangements. This role operates with a high degree of autonomy, owns resolution of the most elevated and non-standard servicing challenges, and drives operational strategy, process design, and control enhancements across the team. The specialist lead serves as the primary subject matter expert and escalation point within commercial loan operations, leads cross-functional engagement with business, product, risk, legal, treasury, and technology partners, and plays a central role in developing team capabilities through formal mentoring and knowledge leadership. The specialist lead sets the operational standard for the team and serves as a key advisor to management on servicing trends, risk, and strategic initiatives.

Job Responsibilities:

• Own and manage the most complex, elevated-risk, and non-standard commercial loan servicing activities associated with specialized commercial lending products and financing structures.
• Review, interpret, and provide authoritative guidance on credit agreements, transaction documentation, operational instructions, and other governing documents to determine appropriate servicing treatment.
• Evaluate requests for completeness, accuracy, authorization, and adherence to applicable requirements; serve as the final review authority for the highest-risk or most complex transactions.
• Lead the management of non-standard transactions and servicing events requiring advanced judgment, cross-functional coordination, and specialized expertise.
• Ensure transactions are completed accurately and within established service level and control requirements.
• Maintain complete and accurate servicing records and supporting documentation.
• Serve as the primary escalation point within commercial loan operations for complex operational discrepancies, transaction exceptions, and servicing issues that cannot be resolved at the Sr. level.
• Own root cause analysis of recurring and systemic servicing issues and drive appropriate resolution, including process, control, or system changes to prevent recurrence.
• Escalate material risks, control concerns, documentation discrepancies, or interpretation matters requiring executive or cross-functional decision-making to appropriate leadership.
• Ensure all servicing activities comply with legal documentation, internal policies, operational procedures, and applicable regulatory requirements.
• Maintain expert-level knowledge of the operational, regulatory, credit, and reputational risks associated with complex and specialized commercial lending activities.
• Lead the identification of control gaps and design enhancements to strengthen the operational control environment.
• Lead or support audit, compliance, risk assessment, quality assurance, and remediation activities; serve as a key resource for examiners and auditors.
• Perform secondary review or validation of the most complex or highest-risk transactions.
• Maintain expert-level knowledge of specialized commercial lending products, servicing requirements, systems, and operational processes; serve as the definitive subject matter authority for the team.
• Lead operational readiness efforts for new or changing products, structures, and servicing requirements.
• Own the development and maintenance of procedures, process documentation, job aids, and operational guidance across assigned product areas.
• Lead cross-functional engagement with product, legal, treasury, risk, compliance, technology, relationship management, and other stakeholders to assess operational requirements and drive consistent execution.
• Serve as the primary operational voice in determining appropriate servicing processes and controls for new, complex, or non-standard transactions and product structures.
• Serve as a trusted advisor to management on servicing trends, recurring issues, emerging risks, and opportunities for improvement.
• Identify and lead opportunities to improve workflows, controls, servicing delivery, and operational efficiency across the team.
• Own the design and implementation of process improvements, automation, and system enhancements; drive initiatives from concept through post-implementation stabilization.
• Lead requirements development, user acceptance testing, implementation, and post-implementation stabilization for operational change initiatives.
• Champion initiatives designed to standardize and scale commercial loan operations capabilities.
• Provide formal mentoring, technical guidance, and knowledge transfer to Specialist and Specialist Sr. team members; serve as a primary resource for developing team expertise.
• Lead cross-training efforts and contribute to the design of training materials and development programs for the broader team.
• Assist management with complex workload prioritization, capacity planning, and operational best practice guidance.
• Model and promote a culture of operational excellence, accountability, and continuous improvement.

 

ADDITIONAL ACCOUNTABILITIES

• Performs special projects, and additional duties and responsibilities as required.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings.  Accountable to maintain compliance with applicable federal, state and local laws and regulations.

 

JOB REQUIREMENTS

 

Required Qualifications:

• Education level required: High School Diploma, GED of Foreign Equivalent
• Minimum experience required: 8+ Years experience in a large commercial bank or related financial institution, with direct experience handling complex commercial loan transactions and servicing requirements.
• Demonstrated experience formally mentoring or developing less experienced team members required.

 

Preferred Qualifications:

• Undergraduate Degree (4 years or equivalent) ; or equivalent combination of education and experience.
• Expert knowledge of commercial loan servicing practices, operational processes, and controls.
• Extensive experience with complex, specialized, or non-standard commercial lending products and financial arrangements.
• Expert-level experience interpreting complex credit agreements, loan documentation, and transaction-specific servicing requirements.
• Demonstrated experience independently resolving the most complex servicing issues, transaction discrepancies, and operational exceptions, including systemic or recurring issues.
• Advanced knowledge of operational risk, regulatory requirements, and control practices applicable to commercial lending.
• Demonstrated experience leading process improvement initiatives, system implementations, user acceptance testing, or operational change programs.
• Experience with commercial loan servicing platforms and related bank systems.
• Demonstrated experience in formal mentoring, coaching, or structured development of team members.

 

Job Competencies:

• Demonstrates expert knowledge of commercial loan operations and applies advanced products, servicing, and operational expertise to the most complex, non-routine, and non-standard transactions and servicing challenges.
• Leads complex problem-solving efforts; identifies root causes, evaluates alternatives, and drives appropriate solutions including systemic or structural changes.
• Exercises advanced independent judgment across a broad range of complex situations; serves as the team's primary escalation resource and determines when matters require executive or cross-functional involvement.
• Identifies operational and control risks and leads enhancements to policies, procedures, and the operational control environment in accordance with regulatory requirements.
• Proficient in Microsoft Excel and Word.
• Excellent organizational, analytical, and communication skills.
• Demonstrates an expert ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross-functional insights. Aligns relationship-building efforts with enterprise goals to accelerate performance and drive strategic results.
• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.
• Fosters and champions a positive work culture and productive work environment; models the importance of effective relationships with customers and stakeholders.
• Demonstrated ability to formally mentor, develop, and elevate the capabilities of team members at multiple levels.
• Physical demands (ADA): The job requires significant physical exertion and stamina such as repeated bending, reaching, climbing, or moderate and frequent lifting.

Flagstar is an Equal Opportunity Employer - Vets/Disabled

We are committed to providing clear and accurate compensation information in accordance with applicable laws. Actual starting base pay will be determined based on location, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, commissions, or other awards as outlined in the offer of employment. Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank

Pay Range

$78,636.00 - $124,404.00

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, and the San Francisco Fair Chance Ordinance, as appliable.