Lead Commercial Loan Processor

F&M Bank (Farmers & Merchants Bank); Harrisonburg (VA); On-site; USD 70,000 - 100,000; Full time

Job summary

F&M Bank in Harrisonburg, VA is seeking a Lead Commercial Loan Processor who will partner with CRMs and BDOs to deliver outstanding service and efficient loan processing. This role serves as a subject matter expert, mentoring Commercial Loan Processors and guiding risk and policy adherence.

The incumbent will manage their own client relationships while supervising a team, coordinating workflows, and supporting the sales process with consultative banking.

Qualifications

• Associate’s degree or equivalent from two-year college.
• Minimum of three years related experience.
• Minimum of three years supervisory experience.

Responsibilities

• Lead and supervise a team of Commercial Loan Processors.
• Provide guidance to Business Relationship Specialists.
• Coordinate workflow to meet client requests and deadlines.
• Attend to credit requests and loan renewals with data collection.
• Ensure loan documents comply with policies and guidelines.
• Escalate complex issues and collaborate with internal teams.

Skills

Customer service

Team leadership

Loan processing

Credit report reading

OFAC checks

CIP compliance

Education

Associate's degree or equivalent

Job description

The Lead Commercial Loan Processor partners with Commercial Relationship Managers (CRMs) and Business Development Officers (BDOs) to provide high-level support that enables the successful prospecting, development, and retention of banking relationships. This position serves as a subject matter expert and resource for the Business Relationship Specialist team, helping to ensure consistent service delivery, efficient workflows, and adherence to F&M policies, procedures, and risk management standards. This role also trains, develops, and mentors Commercial Loan Processors, supports workflow coordination, identifies opportunities for process improvement, and collaborates with internal business partners to deliver a seamless and consultative banking experience.

The Lead Commercial Loan Processor incumbent will manage and service their own client relationships while also providing leadership, guidance, and support to the Business Relationship Specialist team.

Customer Experience

• Fosters a positive F&M customer experience.
• Responds to customers’ requests/inquiries within 24 hours resolving the request or setting a new expectation.
• Provides administrative and portfolio assistance to assigned CRMs; including but not limited to, helping with the collection of financials, monitoring maturities, loan renewals, and loan reviews.
• Attends in-person service and sales calls with CRMs/BDOs to promote business relationship building and a positive customer experience.
• Assists CRMs in initiating credit requests and loan renewals by collecting data and inputting necessary documents into various systems.
• Assists CRMS with construction loan disbursements.
• Assists Treasury Management with servicing and onboarding tasks.
• Serves as an escalation point for complex customer service and operational requests, working collaboratively with internal teams to facilitate timely resolution.

Leadership, Team Support, and Collaboration

• Serves as a subject matter expert and resource to Business Relationship Specialists, providing guidance and support on Processes, procedures, systems, and complex customer or loan-related matters.
• Assists with onboarding, training, and mentoring new and existing Business Relationship Specialists.
• Coordinates team workflow and prioritization to ensure timely completion of customer requests, portfolio management, and administrative responsibilities.
• Provides guidance and support to Commercial Loan Processors in resolving complex or escalated customer, operational, and portfolio-related issues.
• Collaborates with internal teams, including operations and treasury management, to deliver seamless banking services to clients.
• Supports the sales process by recognizing referral opportunities and actively communicating with F&M banking partners to provide customers with a consultative banking experience.
• Responds to Connect inquiries and Commercial Loan Processor group emails within the hour.
• Runs credit reports and performs OFAC checks.
• Accesses various websites to retrieve documents when necessary to complete loan files.
• Ensures current and accurate Resolution is on file for borrowing purposes and CIP requirements.
• Communicates daily with Loan Operations, Loan Processing, and Loan Review to ensure errors and missing documentation is resolved, and the loan file is perfected.
• Ensures accuracy of loan documents and extended credit is within policies, procedures, and guidelines.
• Assists CRMs in evaluating and managing problem loan and collection activities.
• Gathers needed documents from customers for renewals for underwriting purposes.
• Provides guidance to Business Relationship Specialists regarding risk
• Requests, tracks, and collects financial information.
• Manages collateral exceptions and covenants.
• Manages post-closing activities in a timely manner.

Supervisory Responsibilities:

• This position will supervise a team of Commercial Loan Processors. Carries out supervisory responsibilities in accordance with the bank’s policies and applicable laws to include training, performance appraisals, rewarding and disciplining employees, addressing complaints, and resolving problems.

Education and/or Experience

• Associate’s degree or equivalent from two-year college or technical/trade school; or
• A minimum of three years’ related experience or equivalent combination of education and experience.
• A minimum of three years’ supervisory experience.
• Preferred work-related experience should consist of working in a financial, legal, or title institution’s operations, sales, or customer service areas.
• Prefer intermediate experience, knowledge, and training in branch operation activities, terminology, and products and services relating to retail and commercial account customers.
• Prefer intermediate knowledge of related state and federal banking compliance regulations and other Bank operational policies.