Retail Loan Servicing Mgr-Officer

Position Summary

The Retail Loan Servicing Officer provides strategic leadership and oversight for Retail Loan Servicing and shared services operations supporting HELOC and non–real estate secured loan portfolios. This professional is responsible for loan servicing performance, including credit reporting and dispute resolution, loan accounting support, and collateral perfection and release, and leads the development, execution, and continuous improvement of servicing processes, systems, and controls.

The Servicing Manager/Officer ensures operational excellence through strong governance, effective risk management, accurate and timely reporting, and regulatory compliance, while partnering across the organization to support product initiatives, scalability, and consistent, high quality customer experience.

• Provide leadership and oversight of Retail Loan Servicing and shared services operations, including setting service standards, directing daily activities, and coordinating across teams. Manage and administer all functions in alignment with operational policies and initiatives while maintaining broad expertise in all loan products and services supported by the department.
• Responsible for the oversight and management of Fair Credit Reporting for the bank. This includes accurate reporting at the transaction level and the monitoring, reporting, investigation, and resolution of consumer credit disputes in a timely and compliant manner.
• Provide leadership, coaching, guidance, and motivation to direct reports to develop a high-performing team of professionals across servicing and shared services functions. Exercise judgment concerning staffing, performance reviews, promotions, and salary recommendations.
• Formulate, implement, review, and document processes and procedures for the Retail Loan Servicing department and shared services areas. Ensure that all processes have current procedures and that staff are trained to ensure adequate coverage and continuity of operations.
• Responsible for the productivity, performance, budgetary input, and risk management of Retail Loan Servicing and associated shared services functions.
• Oversee compliance and audit activities impacting loan servicing, credit reporting, loan accounting, and collateral management, including researching findings, coordinating responses, and implementing corrective actions. Collaborate with the Compliance Department to interpret regulatory guidance and provide ongoing compliance training and development of staff.
• Demonstrate thorough understanding and ability to apply in-depth knowledge of all federal regulations and bank policies and procedures related to the servicing of non‑real estate loans, HELOCs, credit reporting, loan accounting, and collateral release requirements.
• Apply strategic thinking, critical analysis, and sound decision-making to understand, evaluate, and manage complex business situations, driving positive business outcomes through the integration of strategic, financial, and operational expertise.
• Maintain and demonstrate extensive knowledge of the systems and technology utilized for the ongoing service and maintenance of the loan portfolio, including Navigator, Director, Live Vox, Service Desk, eOscar, F&I Sentinel and other related systems.
• Recommend, test, and implement system and service enhancements to improve efficiency, accuracy, compliance, and customer experience.
• Ensure direct reports are trained and comply with bank policy, laws and regulations applicable to their roles. Monitor direct reports adherence to internal controls and take action to address employee performance issues.
• Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training; follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Regular and reliable attendance is an essential function of this position.
• Perform other job related duties or special projects as assigned.

• Bachelor’s degree in Business Administration, Finance, or related field preferred.
• Minimum…