Loan Servicing Team Lead: Coaching & Operations Growth

firstfedcareers; Bellingham (WA); On-site; USD 55,000 - 94,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

401k with company match

Employee Stock Ownership Plan

Gym membership reimbursement

Banking product discounts

Job summary

First Fed seeks a qualified Loan Servicing Lead to organize and guide daily servicing for commercial, consumer, and mortgage loans. You will train staff, handle complex boardings, and ensure accurate processing with timely service levels.

You will also balance ledgers, support sales initiatives, and develop expert Cleartouch proficiency, driving growth while maintaining top-tier customer service standards.

Qualifications

• Associate degree or certified equivalency, 3+ years loan servicing experience.
• Advanced understanding of loans and collateral types, general ledger, and suspense accounts.
• Advanced understanding of loan servicing tasks including investor reporting, escrow processing, and insurance tracking.
• Demonstrated effective interpersonal skills with a focus on the needs of internal and external customers.
• Ability to effectively direct the work of others, including delegating, coaching, and motivating staff performance.
• Ability to foster an environment of teamwork and cooperation in meeting customer needs and bank goals.

Responsibilities

• Lead the day-to-day activities in Loan Servicing.
• Process assigned, complex loan boardings, quality control reviews, file maintenance requests and payoffs accurately and efficiently.
• Process customer account requests including posting of payments, payoff quotes, tax and insurance payments, and releasing secured collateral.
• Process specialized loans, complex transactions, or servicing functions.
• Balance the GL on a daily and monthly basis.
• Provide support, guidance and coaching to loan servicing staff.
• Develop advanced-level user skills for Cleartouch and related lending interfaces.
• Direct workload assignments to direct reports with fairness and objectivity, fostering a collaborative team environment.
• Provide support to Loan Servicing Manager and perform delegated tasks on a backup basis.
• Participate in the management of project tasks and duties to support the bank’s future goals for growth.
• Perform quality control audits on newly funded loans and file maintenance.
• Assist in providing new hire and on-going training for loan servicing staff.
• Assist internal and external customers with complex inquiries via phone, email or in person.
• Research and respond to customer inquiries or concerns in a timely manner.
• Provide outstanding customer service to internal and external customers in a courteous and professional manner.
• Develop and maintain a working knowledge of First Fed and department policies, procedures, and systems.
• Perform related duties and responsibilities as required.

Skills

Interpersonal skills

Coaching

Communication

Multi-tasking

Problem solving

Education

Associate degree or certified equivalency

Tools

Microsoft Office Suite

Cleartouch

FISERV products

Job description

First Fed seeks a qualified Loan Servicing Lead to organize and guide daily servicing for commercial, consumer, and mortgage loans. You will train staff, handle complex boardings, and ensure accurate processing with timely service levels.

You will also balance ledgers, support sales initiatives, and develop expert Cleartouch proficiency, driving growth while maintaining top-tier customer service standards.