Loan Servicing Manager

Job Description

POSITION DESCRIPTION:

The Loan Servicing Operations Manager (the “Servicing Manager”) is a transformational leader responsible for the strategic oversight, continuous improvement and performance of the Bank’s Commercial, Residential and Consumer Loan portfolios. This role is pivotal in reshaping the loan servicing culture, optimizing technology, and driving operational excellence. The manager will lead a dynamic team, ensuring full compliance with regulatory requirements and internal policies, while fostering a culture of innovation, accountability and professional development.

This individual is a change agent – energizing the team, enhancing employee engagement, and creating clear pathways for career growth. The Servicing Manager will leverage available technology to promote a data-informed, process-driven environment, and will streamline operations, mitigate risk, empower decision-making, and elevate both employee and customer experiences.

GENERAL DESCRIPTION OF DUTIES:

Strategic Growth & Transformation

Develop and execute a strategic roadmap for loan servicing aligned with organizational goals

Lead cultural transformation initiatives to build a high-trust, high-performance environment

Champion innovation and continuous improvement across all servicing functions, including inbound/outbound customer service, lien and title administration, escrow account management and tax document preparation

Align servicing operations with broader digital transformation efforts

Employee Engagement & Talent Development

Overhaul employee culture to promote engagement, retention and career advancement

Set clear goals and expectations; Implement structured development plans, mentorship opportunities and recognition strategies

Lead and cultivate a culture of curiosity, innovation and continuous learning, encouraging team members to challenge the status quo and propose improvements

Promote a growth mindset and foster a collaborative, inclusive and high-performance work environment

Build a talent pipeline through succession planning and cross-functional exposure, eliminating single points of failure in knowledge, systems access and process execution

Operational Excellence & Compliance

Ensure timely, accurate and compliant servicing of all loan portfolios; memorialize legacy knowledge while simultaneously identifying gaps, inefficiencies, and areas requiring immediate stabilization

Maintain expert-level knowledge of regulatory frameworks (RESPA, TILA, Homeowners Protection Act, etc.) and ensure team adherence to all compliance, audit, and policy requirements

Establish comprehensive documentation of all loan servicing processes, systems and procedures to ensure operational continuity and create a sustainable knowledge base for the team

Lead procedural redesign by evaluating current-state operations and systematically redesigning workflows to enhance efficiency,, audit readiness, risk mitigation, and scalability

Collaborate with internal audit, compliance and legal to proactively address findings; lead related control initiatives

Technology Optimization & Innovation

Maximize use of existing platforms (e.g., Jack Henry Silverlake, Abrigo, Confluence, SharePoint)

Identify and implement automation opportunities to improve efficiency, accuracy and customer satisfaction

Serve as a business lead on technology projects to guide and implement change initiatives, ensuring servicing needs are prioritized

Stay abreast of industry trends and emerging technologies to maintain a competitive edge

Data-Driven Decision Making

Establish and monitor SLAs and KPIs to measure performance and identify opportunities for improvement, growth and advancement

Integrate analytics into daily operations to inform decisions and drive strategic initiatives

Lead initiatives focused on scalability, efficiency and service delivery optimization

Customer Experience & Quality Assurance

Ensure exceptional service through timely and empathetic customer interactions

Monitor quality control metrics and implement corrective actions to enhance service delivery and customer satisfaction

Balance operational rigor with a customer-first mindset

Cross-Functional Collaboration

Act as a strategic liaison between loan servicing and departments such as Call Center, Retail Banking, Accounting, Asset Recovery, Compliance, and Technology

Represent the department in audits, committees, and enterprise-wide initiatives

FUNCTIONS SUPERVISED:

Direct supervision of Commercial, Mortgage, and Consumer Loan Servicing Specialists/Representatives

Oversight of post-closing loan system setup and all servicing functions

Support training and development of Retail, Customer Contact Center and Special Assets teams

LIST OF POSITIONS SUPERVISED:

Loan Servicing Operations Support Analysts I, II, III. Opportunity for further team growth and development of leadership or supervisory roles.

DIGITAL LITERACY, SKILLS & COMPETENCIES:

Motivational leadership and strategic thinking

Proficiency in data analysis, digital tools and banking platforms

Ability to evaluate and implement emerging technologies

Excellent communication and stakeholder management abilities

Strong analytical and problem-solving skills; able to use data to drive decisions and improve processes

Technical proficiency in core banking systems, Microsoft Office Suite and project management tools

EDUCATION REQUIRED: Bachelor’s degree required.

EXPERIENCE REQUIRED:

8+ year’s progressive experience in loan servicing or lending operations

Proven track record of leading teams and transforming legacy operations into well-documented, optimized and scalable processes

Strong understanding of regulatory compliance, lending operations and servicing best practices, including investor requirements

Experience managing cross-functional projects and collaborating with software vendors

LEADERSHIP PHILOSOPHY:

Empower & Support: Prioritize employees' growth by providing resources, mentorship, and opportunities for success.

Lead with Integrity: Foster a culture of trust, transparency, and ethical decision-making.

Encourage Collaboration: Fostering an environment that leverages collaboration, innovation, and accountability to achieve strategic goals

*Compensation: Compensation is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Ascend Bank is an equal opportunity employer and offers equal opportunity to all applicants for all positions without regard to race, color, religion, national origin, age, disability, and veteran status.

Applicants requiring reasonable accommodation in the application process should notify Human Resources.

Ascend Bank participates in E-Verify.

EOE/AA/M/F/D/V

Full-time