Director, Loan Operations

Job Description

Job Description

Position Function :

Responsible for the management of the Loan Operations Business Units. Ensure that the areas provide excellent service to our external and internal customers in a cost-effective manner while maintaining internal controls and compliance with regulations. Ensure the servicing of loans is done with strong internal controls and exceptional customer service. The Loan Operations Director must be capable to work at a high level, possess independent judgment and make decisions as required.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Primary Accountabilities :

• Management of all loan related processes, including commercial & consumer servicing, payment & loan accounting, loan booking, and mortgage servicing. Works closely with all internal / external business units.
• The Director works independently on assignments and / or special projects directly related to department functions and strategic goals of the company and is a subject matter expert on loan product servicing escalations.
• The Director improves the overall customer experience, manages risk, and assures the department is in compliance with all bank policies and procedures, as well as all applicable state and federal banking regulations within the context of their responsibilities.
• Administrative reporting, efficiency reviews, and internal cross training of staff. Establishes and enforces department / group strategy, standards, policies and procedures. Documents / maintains department procedures and drives continued process improvements.
• Functions as a subject matter expert on all loan products while leading process improvement projects to increase operational efficiency, improve the client experience, and manage risk. Remains current on loan operations concepts, practices, and procedures to ensure both technical and functional expertise can be provided for system utilization and problem resolution.
• Communicates directly with customers regarding Loan Operations matters; assist customers with inquiries or problems; research and correct errors caused by bank or customers; research records and make replacement copies for customers (such as statements, letters). Reviews various suspense and house accounts, ensuring they are balanced and items are cleared in a timely manner. Coordinate overall communication, implementation, follow-up and project timeline for all major Loan Operations initiatives as directed by leadership. Handle and resolve internal and external customer problems and complaints with the highest quality of customer service.
• Directly manages Loan Operations employees in accordance with the organization’s policies and applicable laws; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems. Coach, motivate and develop employees periodically and provide on-the-spot recognition where applicable. Complete annual performance reviews. Develop a career progression plan for employees.
• Monitors and coordinates vendor processing related Loan Operations. Ensures that KPI standards are met. Ensures department is compliant with SOX reporting. Coordinate, lead and implement projects. Presents objectives, alternatives and cost / benefit analysis.
• Responsible for maintaining the department’s annual budget process, including but not limited to monitoring and enforcing budget parameters. Provide monthly Management reports.
• If designated as the Business Unit Compliance Officer (BUCO)- the following duties will apply :
• Responsible for business unit compliance oversight as the “Business Unit Compliance Officer” (BUCO) with dotted line reporting to the Compliance Division Director. The BUCO is responsible for engaging in activities that contribute to the day-to-day compliance oversight of the business unit and any related third-party vendor relationships in alignment with the Compliance Management System Policy, Bank Secrecy Act Policy, and BUCO Program. The BUCO demonstrates and applies business acumen to promote a culture of compliance and the identification, escalation, and timely mitigation of compliance risks. This role exercises judgment and influence, and may constructively challenge business unit management to support compliance objectives, balancing business strategy with appropriate controls.

If designated as the Business Unit Compliance Officer (BUCO) - the following duties will apply :

The BUCO is accountable for implementing the Compliance Management System Policy and Bank Secrecy Act Policy, including but not limited to the following activities :

Minimum Qualifications :

Education :

Experience :

Physical Requirements & Working Conditions :

We are proud to be an EEO / AA employer M / F / D / V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.