Loan Servicing Supervisor

The First National Bank in Sioux Falls; Sioux Falls (SD); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Profit Sharing

Paid Vacation & Holidays

Disability Insurance

Tuition Reimbursement

Employee Banking Perks

Volunteer Time

Job summary

The First National Bank in Sioux Falls is seeking a Loan Servicing Supervisor to lead and develop the Loan Servicing team, ensuring accurate processing and exceptional customer service across residential, consumer, and commercial loan portfolios.

You will oversee workflow, advocate best practices, coordinate with internal and external partners, and drive efficiency while maintaining alignment with bank policies and values.

Qualifications

• Five or more years of relevant banking work experience with supervisory responsibility.
• Experience leading loan servicing teams.
• Strong customer service and problem-solving skills.

Responsibilities

• Lead the Loan Servicing team to deliver timely, accurate loan processing and customer support.
• Oversight of daily operations, staff scheduling, and adherence to policies and procedures.
• Identify process improvements to increase efficiency and quality in servicing activities.
• Coordinate with internal departments and external partners to resolve complex issues.
• Provide training and guidance to staff on loan servicing best practices.

Skills

Leadership

Supervisory experience

Customer service oriented

Communication skills

MS Office

Education

Business-related education

Tools

LAS (Loan Accounting System)

E-OSCAR

Lereta

DDI

Job description

Position Summary

Position Summary The Loan Servicing Supervisor is responsible for leading training and providing hands on support to Loan Servicing team members while overseeing efficient and consistent loan servicing operations This role serves as the Loan Servicing subject matter expert providing guidance and handling and resolving complex loan and customer service issues The Supervisor coordinates staff coverage identifies opportunities to improve efficiencies and enhance procedures and ensures the Loan Servicing team adheres to all established operating guidelines policies and procedures This position reviews software release notes and supports the testing and implementation of recommended system changes The Loan Servicing Supervisor also partners with other departments to provide support and resolve complex customer service issues This role is responsible for ensuring borrowers receive exemplary customer service and are supported by institutional practices throughout the completion and repayment of their loans The Supervisor also supports department initiatives and takes on special projects as needed In addition our FIRST Values apply to all teammates without exception FIRST Values Family We support trust and respect each other our customers and our shareholdersIndependence & Innovation We embrace change as vital to our successRelationships We build relationships that are based on strong character mutual loyalty trust and respectStewardship We take care of ourselves so we can take care of othersTeamwork We help each other grow and succeed

Who we are

We are The First National Bank in Sioux Falls began its long term commitment to the Sioux Falls area in 1885 The oldest bank in Sioux Falls owes its longevity to a combination of service stability innovation and family involvement Over the past 140 years The First National Bank in Sioux Falls has worked diligently to promote the growth and vitality of our city and the surrounding area The Bank strives to continually be recognized as a community leader by reinvesting financial resources back into the communities it serves and encouraging active employee involvement in community volunteer organizations The First National Bank Way which is a blend of our Mission Statement and FIRST Values serves as the foundation of our culture It is a gift that has been passed down to us and is the legacy that we will protect and preserve Nothing is more important to us it is the cornerstone of our success Our culture is driven by integrity service and strong values; nothing has shaped it more than our FIRST Values Our FIRST Values are not just words; they are truly felt by our employees customers shareholders and communities They tell us who we are as a business and guide our behaviors and decisions as we move forward and build successful relationships Although banking has evolved over the years our mission and values have not and will not change

What will you do

Accountabilities Leadership Management Accountability Lead with clear direction providing the necessary tools to delegate and elevate for growth and development of teammates Communicate well own expectations and consequences Responsible for leading managing and holding their direct reports accountable Lead and inspire their team to strive for the best outcomes Utilize empathy and active listening skillsRepresent their team and communicates clearly with their team and superiorsTake ownership of the development of their direct reports and makes sure that team members are challenged and engaged Ensure that performance issues are addressed in an effective and meaningful mannerResponsible for the specific team performance in order to achieve the operational goals of timeliness quality and customer serviceResponsible for the daily operational workflow to include communication with external and internal customers provider and client issues and identify workflow concerns for specific cases and teammatesAttend collegial meetings read relevant literature and generally keep informed of current regulations best practices and trends Loan Servicing Expert Direct the overall management of the Loan Servicing for all activities on residential real estate consumer commercial and Ag loans from loan boarding servicing to pay off Lead team in development and implementation of new or improved processes procedures and systems to expand and scale capacity in support of lending growth and new product initiatives Direct the training and implementation of departmental procedures and changesDevelop and perform changesupdates to loan procedures forms and workflows Develop new procedures to meet identified needs andor to adjust to changes in procedures as requestedDemonstrate expertise in the loan servicing platform including a thorough understanding of the types of loans serviced and client dependencies on data provided by the platform Identify current technical gaps and process enhancements required to enable integration of additional loan types and to maximize automationManage and enhance relationships with external partners related to loan servicing E Oscar DDI and Lereta Provide guidance to staff responding to billing or credit bureau disputes as it pertains to Fair Credit Reporting Act FCRA and Fair and Accurate Credit Transactions Act FACTADevelop and maintain thorough knowledge and understanding of products processes and procedures for Loan servicingDirect collateral maintenance functions such as lien perfections and releases mortgage recordings and discharges collateral insurance and loss claim payoffs Provide quality assurance over loan documentation collateral perfection UCC filings and insurance trackingTrain support and consult with internal and external entities for successful taxes and insurance paymentsEstablish loan servicing month end reports and metrics for tracking operational efficiency improvement Lead end of year taxes interest and insurance balancing corrections and reporting to the Internal Revenue ServicesLoan Related Systems Management Provide supervision of loan documentation and QA platforms and responsible for gathering metrics and managing goals Serve as E Oscar Credit Dispute Response Lereta and DDI administrator and expertReview new vendor release notes that will impact our core Loan Accounting System LAS as well as other software applications that interact with the core Lead the review release notes develop scripts and test implementation of system change recommendations for Navigator DDI and Lereta Determine operational impact of all regulatory changes and new loan features and utilize test database as needed to ensure smooth integration for Bank and customersContribute to the development of strategic goals and objectives and overall management of the Loan Operations servicing team Ensure staff is cross trained on all essential duties and deadlines to accommodate shifts in loan volumeGather data and establish metrics for tracking operational efficiency and improvement opportunity Identify and escape potential problem areas and implement corrective measures in response to findingsParticipate in Disaster Recovery meetings as it relates to the Loan Servicing team and educate team or create test scenarios to help prepare direct reports for unexpected events

Qualifications

Secondary education in business or related field preferred Five or more years or more of relevant work experience or a combination of educationexperience that would enable incumbent to meet accountabilities and required competencies of the position Experience in supervising teams and banking experience preferred

Skills and Abilities

Goal oriented and self motivatedExcellent verbal and written communication skillsExcellent organizational skills and attention to detail Demonstrate creativity and problem solving skills Solution oriented Ability to conduct relationships in a manner that ensures cooperation and positive results Working knowledge of Microsoft Office programs and be able to learn job related softwareAbility to adapt to the needs of the organization and teammates

What’s in it for you

• Health Insurance
• Dental & Vision Insurance
• Profit Sharing
• Paid Vacation & Holidays
• Company paid short and long term disability
• Tuition Reimbursement Program
• Employee Banking Perks
• Community Volunteer time
• And More