Lending Support Supervisor - Loan Servicing Support Unit

First National Bank Alaska; Anchorage (AK); On-site; USD 85,000 - 110,000; Full time

Job summary

First National Bank Alaska is seeking a Lending Support Supervisor to lead the Loan Servicing Support Unit, ensuring accurate, timely, compliant and customer-focused service.

You will supervise daily operations, coach staff, coordinate with Lending, Loan Operations and Compliance, and drive process improvements while maintaining strong controls and risk mitigation.

Qualifications

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

Responsibilities

• Oversee daily operations of one lending support unit (consumer, mortgage, or commercial).
• Ensure accuracy, timeliness, and compliance with policies and regulations.
• Monitor workflow, productivity, staffing, and quality assurance.
• Resolve routine to moderately complex operational issues; escalate as needed.
• Provide day-to-day leadership and staff development within the unit.
• Collaborate with Lending, Loan Operations, Credit Administration, Compliance, and other teams.
• Support process improvements and internal controls; participate in audits.

Skills

Loan operations

Documentation standards

Loan servicing

Communication

Teamwork

Microsoft Office

Loan systems

Workflow platforms

Problem-solving

Decision-making

Education

Bachelor's degree in Business or Finance

Tools

Microsoft Office

Loan systems

Workflow platforms

Job description

Lending Support Supervisor - Loan Servicing Support Unit

Lending Support Supervisor - Loan Servicing Support Unit

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 a lending Support Supervisor to oversee daily operations in the Loan Servicing Support Unit to ensure accurate, timely, compliant and customer-focused service. This role handles unit-level operational issues and supports continuous improvement.

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.

People Leadership

• 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.

Preferred: First National Bank Alaska experience.

KNOWLEDGE, SKILLS and ABILITIES

Knowledge of loan operations, documentation standards, loan servicing processes and related regulations; effective organizational, problem-solving and decision-making abilities; strong communication and teamwork skills with the ability to coordinate across departments; ability to manage unit-level workflow priorities, confidential information and deadlines in a fast-paced environment; proficiency with loan systems, workflow platforms and Microsoft Office applications are required.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, customers, and the general public.

MATHEMATICAL SKILLS

Ability to work basic mathematical concepts, such as probability and statistical inference. Ability to apply concepts, such as fractions, percentages, ratios, and proportions to practical situations.

REASONING SKILLS

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form, and deal with several variables.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms. The employee is frequently required to talk and hear. The employee is occasionally required to stand; walk; stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision ability required by this job includes close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.