Loan Operations Supervisor

East West Bank; El Monte (CA); On-site; USD 71,000 - 105,000; Full time

Job summary

East West Bank is seeking a Loan Operations Supervisor to lead the day-to-day supervision of the Loan Operations Team, handling complaints, payments, and regulatory tasks while ensuring accuracy and timeliness. You will oversee QC, Demands and Payoffs, and reporting processes to support compliant, efficient loan servicing.

The role emphasizes risk management, staff coaching, and collaboration with IT and other units on data accuracy and control improvements.

Qualifications

• Bachelor degree in Finance, Accounting, Business Administration, or Economics.
• Minimum 5 years in loan operations.
• Minimum 1 year of management experience.
• Strong knowledge of loan operations regulations and compliance.
• Proficient with MS Office; experience with FIS, Synergy, Power BI, SQL preferred.

Responsibilities

• Supervise loan operations QC team with interviews, coaching, and performance reviews.
• Direct loan operations activities to meet goals and regulatory timeframes.
• Assist staff with servicing and researching complex issues for timely updates.
• Ensure risk management and compliance across Commercial Loan Servicing activities.
• Provide customer service to internal and external customers; respond to audits.
• Document procedures and oversee special projects as assigned by Manager.
• Oversee Certification of Beneficial Ownership (CBO) workflow and reporting.
• Oversee QC reporting, monitoring, and quality assurance improvements.

Skills

Customer service

Analytical skills

Problem solving

Verbal communication

Relationship building

Education

Bachelor Degree in Finance, Accounting, Business Administration, or Economics

Tools

FIS

Synergy

Power BI

SQL

MS Office

Job description

Introduction Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement.

Introduction Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement. Headquartered in California, East West Bank (Nasdaq: EWBC) is a top-performing commercial bank with a strong foundation, an enterprising spirit and a commitment to absolute integrity. East West Bank gives people the confidence to reach further. Overview The Loan Operations Supervisor is responsible for the day to day supervision within a Loan Operations Team. Direct supervision and processing include but are not limited to; customer complaints and research, payment processing and other financial activities, Demands & Payoffs, Adjustable Rate Management, Investor Reporting, Syndication, SBA processing. Responsibilities also include Loan Monitoring relative to collateral. Oversight to all applicable regulatory compliance relative to Loan Operations, GL Reconciliation and Quality Control of the department is part of this role. Responsibilities

• Responsible for the direct supervision of the loan servicing QC team including but not limited to; interviewing candidates, coaching, training, setting performance requirements and goals, developing and delivering scorecards, metrics, and conducting performance reviews.
• Direct loan operations activities to meet established goals and appropriate turnaround time to meet regulatory requirements for time sensitive activities.
• Assist loan operations staff with servicing of loan by performing research to resolve complex issues ensuring timely updates are provided.
• Ensure effective risk management and compliance across Commercial Loan Servicing activities by providing guidance and training on applicable requirements and process improvements, maintaining documented procedures, and ensuring adherence to federal, state, local, and Bank policies.
• Provide customer service to internal and external customers; respond to internal and external audit request and findings and work to remediate any identified noncompliant processes or areas of concern.
• May process loan operations activities in absence of staff members or peak volume
• Document all procedures for functions and activities within the Unit
• May work on special projects as assigned by Manager related to the Data Accuracy and accurate compliance requirements.
• Oversee for the Certification of Beneficial Ownership (CBO) function, including workflow management, exception resolution, aging monitoring, reporting, and escalation processes to support regulatory compliance.
• Oversee Quality Control (QC) reporting, monitoring, exception management and quality assurance activities, including review and approval of QC exceptions and enhancement of control processes.
• Partner with IT and other business units on report development, automation initiatives, User Acceptance Testing (UAT), and implementation of quality control solutions.
• Support the implementation and ongoing oversight of centralized callback operations, ensuring standardized procedures, service level adherence, report accuracy, operation efficiency, and effective risk management controls.
• Perform other duties as assigned.

Qualifications

• Bachelor Degree in Finance, Accounting, Business Administration, or Economics.
• Minimum 5 years of experience in the loan operations industry
• Minimum 1 years management experience
• Strong knowledge of rules, regulations and compliance requirements concerning loan operations specific to the areas of oversight
• Strong Customer service skills required
• Strong analytical and problem solving abilities
• Excellent verbal and written communication skills
• Firm understanding of current best practices in the Loan Operations Industry
• FIS, Synergy, Power BI, and reporting/database tools (e.g., SQL) experience preferred.
• Proficient with Microsoft suite of office products, including Word, Excel, PowerPoint
• Ability to build effective relationships as needed to effectively address issues and obstacles

East West Bank is an equal opportunity employer. Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time. Compensation The base pay range for this position is USD $71,000.00/Yr. - USD $105,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.