The Supervisor, Loan Operations position supervises and coordinates daily operations of Consumer Loan Servicing within the General Bank Loan Operations group. Ensures delegation and completion of duties, adequate staffing, and quality of service. Manages associate performance in a high-volume, time-sensitive environment including ensuring all SLAs are being met. Responsible for developing, maintaining, and reporting departmental metrics. Acts as a liaison between third-party vendors and department associates. Supports and collaborates on new Bank initiatives, products, and process enhancements that facilitate business goals. Coaches, mentors, and develops the team. Reviews journal entries and general ledger reporting.

• Operations - Plans, directs, and manages the daily workflow ensuring efficient processing, risk mitigation, and delivery of excellent service. Leads and participates in interdepartmental meetings, and serves on project teams for new initiatives and the development of process enhancements. Assists in implementing enhancements to departmental systems or processes.
• Business Support - Serves as the primary resource to department staff, sales associates, and other business units on complex servicing-related issues and processes. Monitors for departmental compliance with applicable policies, procedures, controls, laws, and regulations in a multi-state environment.
• Supervisory Functions - Oversees the activities of a team who processes and services loans on loan system and ancillary systems, resolves issues for associates and clients, and other lending support activities. Assesses work of team for accuracy, process improvements, and efficiencies. Ensures compliance with department policies and procedures. Manages the performance of assigned staff, which may include mentorship, training, and staff evaluations.
• Reporting - Compiles and analyzes volume and metric reports. Manages daily reporting including researching and resolving discrepancies. Utilizes reporting to determine peak operational times and establish proper staffing levels.

Bachelor's Degree and 3 years of experience in lending and loan operations, and leadership

OR High School Diploma or GED and 7 years of experience in lending and loan operations, and leadership

Skills:
* Coaching and developing associates with varying levels of experience
* Knowledge of loan software systems and ancillary systems, specifically ALS
* Knowledge of loan related documentation
* Knowledge of banking policy and regulatory requirements at a multi-state level
* Knowledge of banking products and services
* Ability to manage high volumes in inquiries via phone and email and the corresponding production within SLA parameters
* Ability to adapt to change
* Managing quality controls
* Intermediate experience with Excel
* Experience with PeopleSoft is a plus
* Working knowledge of general ledger reconciliations and journal entries is a plus