Description
Serves as a resource and provides support to Loan Servicers responsible for servicing SBA, Commercial Real Estate (CRE), and Long-Term Mortgage (LTM) loans. Assists with the training, onboarding, and development of new and existing team members. May provide input on candidate selection, performance evaluations, and quality review activities. Demonstrates leadership through subject matter expertise, mentorship, and a commitment to fostering team knowledge, skill development, and morale. Acts as an escalation point for complex servicing matters requiring advanced knowledge and expertise in MACU's SBA, CRE, and LTM portfolios. Serves as a liaison between members, branches, and internal departments to facilitate effective issue resolution and ensure a high level of member service. Assumes additional responsibilities that support departmental operations, process improvement, regulatory compliance, and the ongoing development of the servicing team.
To be effective, an individual must be able to perform each job duty successfully.
· Provides quality service to credit union members to resolve loan problems and enhance their financial relationship with Mountain America.
· Thorough understanding of MACUs SBA, CRE and LTM Loan Servicing guidelines and procedures.
· Assists SBA, CRE and LTM Loan Servicing supervisors in analyzing trends, servicing data and reports to ensure that service objectives are met.
· Assists SBA, CRE and LTM Loan Servicing supervisors in reviewing, acting as liaison and managing third party vendor relationships.
· Resolves member concerns and complaints.
· Trains and mentors Servicers in all aspects of SBA, CRE and LTM loan servicing responsibilities and tasks.
· Exemplifies the call handling and quality review procedures.
· Assists Loan Servicing Supervisors with the quality review process.
· Handles all loan error assertions in compliance with Federal regulatory error resolutions regulations and maintains organized files regarding error resolution efforts.
· Builds and maintains a cooperative working relationship with personnel from all of the branches and assists them with any servicing questions or concerns members bring to them.
· Performs loan, share, payment and error adjustments timely, accurately and in accordance with accounting and servicing regulations and guidelines.
· Handles loan pay-off requests in a timely and accurate manner.
· Works in conjunction with the Compliance Manager to ensure loan servicing procedures and guidelines are in line with Federal regulations.
· Oversees workout loan requests in a manner commensurate with loss mitigation regulations and works with the Collections Team to ensure adherence to rules and guidelines. Such includes:
o Verification of Income
o Properly reading title and credit reports
o Protects MACU interests by negotiating mutually beneficial agreements with members.
· Performs other duties as assigned.
KNOWLEDGE, SKILLS, and ABILITIES
The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Experience
Four years working in a financial setting with experience in small business lending, commercial lending and/or mortgages.
Education
Bachelor's degree in business or related field. Additional four years of progressive professional experience may be substituted in lieu of degree.
Licenses, Certificates, Registrations, Trainings
n/a
Managerial Level
Lead duties. Have no supervisory/managerial responsibilities.
Computer/Office Equipment Skills
· Advanced skills in Microsoft Office (Outlook, Word, Excel)
· Demonstrated experience with financial and lending systems
Managerial Level Responsibility
Has no supervisory/managerial responsibilities
Language Skills
· Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
· Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
Other Skills and Abilities
· Ability to work both autonomously and collaboratively in a fast-paced environment.
· Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
· Adaptive to change, responds positively to altered circumstances or conditions
· Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
· Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
· Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
· Data analytics and data validation skills and proficiency in business data analysis (MS Excel, etc.)
PHYSICAL ABILITIES / WORKING CONDITIONS
Physical Demands
Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently
Ability to stand, walk, kneel and crouch occasionally
Vision Requirements
Close vision (clear vision at 20 inches or less)
Distance Vision (clear vision at 20 feet or more)
Weight Lifted or Force Exerted
Ability to lift up to 10 pounds consistently and up to 25 pounds occasionally
Environmental
There are no unusually environmental factors
Noise Environment
Moderate noise (business office with computers and printers, light traffic)
***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***
