Consumer Loan Servicing Supervisor & Officer

Cathay Bank; Rosemead (CA); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Long-Term Disability Insurance

FSAs/HSA with company contributions

401(k)

Job summary

Cathay Bank is seeking an experienced Loan Servicing Manager to lead the consumer loan servicing team. You will ensure accurate processing of loan boarding, payments, and related transactions while maintaining compliance with applicable policies and regulatory requirements.

The role reports to the VP, Loan Servicing Manager and includes directing daily tasks, coaching staff, and participating in special projects. A strong background in mortgage servicing and Freddie Mac reporting is essential.

Qualifications

• Three years of loan servicing experience.
• Two years of supervisory experience.
• Thorough knowledge of Mortgage, Heloc/consumer loan products and servicing.
• Familiarity with Freddie Mac investor reporting and servicing interfaces.
• Knowledge of applicable state and federal banking regulations (CFPB, FCRA, HMDA, RESPA, Reg Z, TILA, UDAAP).

Responsibilities

• Direct daily activities of consumer loan servicing staff, including loan boarding and payment processing.
• Respond to Qualified Written Requests and credit bureau disputes.
• Ensure timely responses to department inquiries via email and phone.
• Oversee Freddie Mac processing, remittance, and reporting.
• Review staff work for accuracy and prompt corrections.
• Maintain compliance with procedures to support audit readiness.
• Perform and clear general ledger reconciliations.
• Research complex client inquiries and discrepancies.
• Suggest changes to improve efficiency and data integrity.
• Create and update desktop procedures and train staff.
• Assist with annual performance evaluations and coaching.
• Participate in special projects as assigned.

Skills

Leadership

Analytical skills

Organizational skills

Deadline-driven

MS Office proficiency

Communication skills

Education

High school diploma; some college business classes preferred

Tools

IBS Insight loan system

MS Office

Job description

People Drive Our Success

Are you enthusiastic, highly motivated, and have a strong work ethic? If yes, come join our team! At Cathay Bank – we strive to provide a caring culture that supports your aspirations and success. We believe people are our most valuable asset and we proudly foster growth and development empowering you to achieve your professional goals. We have thrived for 60 years and persevered through many economic cycles due to our team members’ drive and optimism. Together we can make a difference in the financial future of our communities.

What Our Team Members Are Saying

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Learn more about us at cathaybank.com

General Summary

Under the general direction of the VP, Loan Servicing Manager, responsible for managing and directing the daily activities of the consumer loan servicing staff focusing on Transaction Processing, including loan boarding, payments, advances, Freddie Mac and other transactional functions. Ensure all transactions are processed timely and accurately, and in accordance with established policies and procedures.

DIRECT REPORTS

The incumbent typically has up to six (6) direct reports.

Essential Functions

• Assigns, directs, and supervises the daily tasks and activities of staff, including, but not limited to the accurate and timely tracking of all loan boarding, payment processing, payoff processing, and other transactional functions.
• Responds to clients’ Qualified Written Requests, and credit bureau disputes.
• Ensures the department requests, including team email inboxes and phone calls, are reviewed and responded to timely.
• Freddie Mac processing, remittance and reporting.
• Reviews completed work performed by staff to confirm accuracy and ensure prompt corrections.
• Ensures compliance with established procedures and policy to pursue a positive audit rating.
• Performs timely reviews and clearing of entries of assigned general ledger reconciliations.
• Researches and resolves more complex internal/external client inquiries or discrepancies.
• Recommends and implements changes to increase efficiency and productivity to reduce errors and maintain data integrity.
• Creates and updates desktop procedures.
• Provides team member training and support.
• Assists with preparation of annual Performance Evaluations and coaching/counseling if needed.
• Participates and/or chairs special projects as assigned.
• Ensures compliance with Bank policies and procedures and government regulations.

Qualifications

• Education: High school diploma or equivalent with some college business classes preferred.
• Experience: Minimum of three years of loan servicing and minimum of two years of supervisory experience required. Thorough knowledge of Mortgage, Heloc/consumer loans products and servicing. Thorough understanding of Freddie Mac Investor reporting, knowledge of loan origination systems and interface to servicing system. Knowledge of state and federal banking regulations and procedures with regulatory requirements including but not limited to: CFPB, FCRA, HMDA, RESPA, Reg Z, SCRA, TILA, UDAAP, HOPA.
• Skills/Ability: Self-motivated with ability to work independently and meet deadlines. PC proficient, advanced skill level with all MS Office products; Ability to work in a fast-paced environment while maintaining a high level of accuracy; Strong analytical and organizational skills. Must be able to manage workflow effectively with frequent interruptions and changing priorities. Sound understanding of loan accounting and servicing functions, and general lending policies and procedures. Experience with IBS Insight loan system a plus.

Other Details

$80K – $110K / year

Pay determined based on job-related knowledge, skills, experience, and location.

This position may be eligible for a discretionary bonus.

Cathay Bank offers its full-time employees a competitive benefits package which is a significant part of their total compensation. It is our goal to provide employees with a comprehensive benefits package to fit their needs which includes, coverage for medical insurance, dental insurance, vision insurance, life insurance, long-term disability insurance, and flexible spending accounts (FSAs), health saving account (HSA) with company contributions, voluntary coverages, and 401(k).

Cathay Bank may collect personal information from potential job candidates and applicants. For more information on how we handle personal information and your applicable rights, please review our California Job Applicant Privacy Policy.

Cathay Bank is an Equal Opportunity and Affid? Employer. We welcome applications for employment from all qualified candidates, regardless of race, color, ethnicity, ancestry, citizenship, gender, national origin, religion, age, sex (including pregnancy and related medical conditions, childbirth and breastfeeding), reproductive health decision‑making, sexual orientation, gender identity and expression, genetic information or characteristics, disability or medical condition, military status or status as a protected veteran, or any other status protected by applicable law.

Cathay Bank endeavors to make www.CathayBank.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact, Mickey Hsu, FVP, Employee Relations Manager, at [phone] or [e-mail]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.