Loan Operations Manager
CurrentManaged the post-closing review process, managed mortgage servicing, and ensured accurate imaging of documents; oversaw day-to-day operations including loan payment processing, customer service, and escrow administration for 3 departments (Mortgage Servicing, Imaging, Post Review). Offered immediate support to Director of Loan Operations, as required.• Coordinated and directed servicing of all new consumer and commercial loans.• Partnered with system providers to utilize system applications to fullest capacity; streamlined processes and procedures, and ensured accuracy and compliance; improved workflows related to Loan Operations.• Sourced, developed, coached and led teams that reinforced the bank’s core values, business objectives, and employee performance standards; trained associates on internal loan systems and processes.• Directed and had oversight for multiple cross-functional teams including Loan Servicing, Mortgage, Imaging, and Post Review staff, activities included all personnel related processes and ensured high performance and compliance with policies and procedures.• Supervised all operations relating to paid off loan collateral and adverse action notices.• Handled customer escalations and resolved issues promptly and efficiently.• Monitored loan exception reductions and identified areas for continuous process improvements; ensured all loans were reviewed for accuracy on the bank’s core operating system and validated data and loan coding accuracy.• Balanced and reconciled general ledger accounts, as needed.• Selected to serve on the Risk Management Board to provide oversight on policies, procedures, and day-to-day work in the field to mitigate losses.
