Lending Support Supervisor

First National Bank Alaska; Anchorage (AK); On-site; USD 65,000 - 90,000; Full time

Job summary

First National Bank Alaska in Anchorage is seeking two Lending Support Supervisors to oversee daily operations in the Loan Servicing Support Unit or the Consumer Documentation Unit, ensuring accurate, timely, compliant and customer-focused service.

The role leads a team, coordinates processing, documentation, loan servicing activities, and drives continuous improvement while maintaining regulatory compliance.

Qualifications

• Bachelor’s degree in Business, Finance, or related field.
• 3 years of loan/lending support experience across relevant functions; or 5 years of experience.
• One year lead or supervisory experience.

Responsibilities

• Oversee daily operations of the lending support unit.
• Ensure accuracy, timeliness, compliance and customer focus.
• Coach and develop staff and monitor performance trends.

Skills

Supervisory leadership

Operational oversight

Customer service focus

Education

Bachelor’s degree in Business, Finance, or related field

Job description

Start a Career with First National Bank Alaska, the *Best Place to Work in Alaska* as recognized 11 years in a row by Alaska Business magazine readers.

Join Our Team as a Lending Support Supervisor!

Are you a detail-oriented leader with a passion for guiding teams and ensuring exceptional customer service? We’re looking for two Lending Support Supervisors to oversee daily operations in the Loan Servicing Support Unit or the Consumer Documentation Unit to ensure accurate, timely, compliant and customer focused. This role handles unit-level operational issues and supports continuous improvement.

We have a competitive salary schedule based upon minimum experience to very experienced; the job/salary offer would be commensurate with your experience.

Schedule: Monday-Friday

GENERAL PURPOSE SUMMARY

Supervises and oversees one consumer, mortgage, or commercial lending support unit—such as processing, documentation, closing and shipping, loan servicing administration, or loan servicing support—and ensures daily operations are accurate, timely, compliant, and customer-focused. Handles unit-level operational issues and supports continuous improvement by performing the following essential duties and responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Operational Management

• Provides daily oversight of one assigned lending support unit, which may include loan processing (consumer, commercial, mortgage), loan documentation, mortgage closing and shipping, loan servicing administration (payment processing, maintenance, escrow, reporting, system updates, payoff quotes, inquiries, account-level resolution), or loan servicing support (loan document custodian, maintains collateral on active loans, lien releases, manages the bank’s system for loan files, and supports and onboards transferred loans).
• Ensures operational accuracy, timeliness, and adherence to bank policies, procedures, and regulatory requirements.
• Monitors daily workflow, productivity, staffing assignments, and quality assurance routines.
• Resolves routine to moderately complex operational issues; escalates more complex concerns to management.
• Provides day-to-day leadership to employees in the assigned unit and participates in coaching, performance feedback, and staff support.
• Supports employee development, training initiatives, and cross-functional skill building for assigned team members.
• Observes work performance and identifies performance trends, training needs, and opportunities for increased engagement.

Service Quality and Customer Experience

• Ensures consistent and high-quality service delivery to internal partners, external customers, and lenders.
• Acts as an escalation point for customer inquiries or operational issues requiring additional judgment or expertise.
• Identifies patterns in service concerns and works with management to implement improvements.

Process Improvement and Risk Mitigation

• Supports implementation of process improvements to enhance accuracy, efficiency, and consistency.
• Helps maintain internal controls and quality checks.
• Participates in audit readiness efforts, compliance reviews, and procedural updates.
• Assists with system enhancements, user acceptance testing, and rollout of new processes or tools.

Communication and Collaboration

• Communicates daily priorities, expectations, procedural updates, and organizational information to employees.
• Collaborates with Lending, Loan Operations, Credit Administration, Compliance, and other teams to ensure smooth loan lifecycle support.
• Provides operational insights, performance updates, and staffing feedback to management.

COMPLIANCE EXPECTATIONS

• Ensure unit’s operations comply with bank policy, procedures, and banking regulations (for business unit heads).
• Ensure adequate and current compliance training, and ensure training is completed on time.
• Stay updated on relevant laws and regulations.
• Ensure employees comply with the bank’s policies, procedures, laws and regulations.
• Maintain customer confidence and protect the bank’s operations by you and your delegates identifying and protecting confidential information.

SUPERVISORY RESPONSIBILITIES

Supervises employees in assigned unit in the Central Loan Processing and Servicing Department and provides backup to other unit heads as needed. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, training, and recommending the termination of employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE:

Minimum: Bachelor’s degree in Business, Finance, or related field and 3 years of loan/lending support experience across relevant functions; or 5 years of loan/lending support experience across relevant functions; or equivalent combination of education, training, and experience. One year lead or supervisory experience.

FNBA is an Equal Opportunity and Affirmitive Action Employer, Member FDIC and Equal Housing Lender.

VEVRRA Federal Contractor

This Company is a Federal Contractor and an equal opportunity employer that does not discriminate on the basis of race, national origin, religion, age, color, sex, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules or regulations.