Loan Operations Supervisor

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

Job summary

East West Bank in California seeks a Loan Operations Supervisor to lead the day-to-day supervision of the Loan Operations Team, handling customer issues, payment processing, Demands & Payoffs, SBA processing, and regulatory compliance.

You will work with IT and business units on reporting, training, and process improvements, oversee the CBO function, QC monitoring, and ensure timely updates and audit readiness across the department.

Qualifications

• Bachelor degree in Finance, Accounting, Business Administration, or Economics.
• Minimum 5 years of experience in the loan operations industry.
• Minimum 1 year of management experience.
• Strong knowledge of rules, regulations and compliance requirements concerning loan operations.
• Strong customer service skills.
• Strong analytical and problem solving abilities.
• Excellent verbal and written communication skills.
• Familiarity with loan operations software (FIS, Synergy) and reporting tools.

Responsibilities

• Direct supervision of the loan servicing QC team, including interviewing, coaching, training, and performance reviews.
• Lead loan operations activities to meet goals and regulatory timelines for time-sensitive tasks.
• Assist staff with servicing of loans and complex issue resolution.
• Ensure risk management and compliance across Commercial Loan Servicing, updating procedures and adhering to policies.
• Provide customer service and respond to audits, remediating noncompliant processes.
• Oversee for the Certification of Beneficial Ownership (CBO) and QC reporting functions.
• Collaborate with IT and business units on report development and process improvements.
• Support centralized callback operations with standardized procedures and controls.

Skills

Leadership

Communication

Analytical thinking

Problem solving

Customer service

Regulatory knowledge

Education

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

Tools

FIS

Synergy

Power BI

SQL

Excel

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.

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.