Loan Servicing Unit Manager

East West Bank; El Monte (CA); On-site; USD 95,000 - 125,000; Full time

Job summary

East West Bank in California seeks an experienced Loan Operations Unit Manager to lead the day-to-day operations of the loan services team, driving accuracy, compliance and performance. You will oversee processing, research complaints, and ensure timely settlements, while aligning with regulatory standards.

The role requires a strong background in loan servicing, formal leadership experience, and collaboration across departments to meet service levels and audit requirements.

Qualifications

• Bachelor's degree in Finance, Accounting, Business Administration or Economics.
• Minimum 7 years of experience in the loan servicing industry.
• Minimum 5 years management experience.
• Strong knowledge of loan servicing regulations and compliance requirements.
• Excellent verbal and written communication skills.
• Proven leadership with strong project management skills.
• Proficient in Microsoft Office with advanced Excel skills.

Responsibilities

• Direct loan operations teams including hiring, coaching, training, and performance reviews.
• Direct loan operations activities to meet goals and regulatory turnaround times.
• Ensure compliance with federal, state, local laws and internal policies.
• Implement changes to comply with BSA/BO, TRID, RESPA, SCRA, FACTA, GLBA, and related regs.
• Review processes and audit third-party vendor operations for quality.
• Respond to audits and remediate any noncompliant areas.
• Process and manage loan purchase and sale activities with Treasury and accounting.
• Collaborate with other units to hit service levels and productivity KPIs.
• Provide staff training on regulatory changes and process improvements.
• Create management reports and participate in loan system UAT as needed.

Skills

Leadership

Regulatory compliance

Loan servicing

Customer service

Analytical thinking

Communication

Project management

Excel

Relationship building

Education

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

Tools

FIS

BlackKnight

Synergy

Cash system

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 Unit Manager is responsible for the day to day management of a Loan Operations Unit including but not limited to; customer complaints and research, payment processing and other financial activities, Demands & Payoffs, Adjustable Rate Management, escrow monitoring, Insurance and Tax monitoring, post closing collateral monitoring, Construction Disbursement, Quality Assurance, Investor Reporting, etc. Oversight to all applicable regulatory compliance relative to Loan Servicing, Reconciliation and Quality Control is included in this role.

Responsibilities

• Responsible for the direct management of the loan operations team(s) including but not limited to; hiring, coaching, training, setting performance requirements and goals, developing and delivering scorecards results, metrics, key-man succession plans, and conducting performance reviews.
• Direct loan operations activities to meet established goals and appropriate turnaround time to meet regulatory requirements for time sensitive activities.
• Ensure that Loan Operations complies with all federal, state, local laws and internal Bank policies.
• Ensure Risk Mitigation in the processing of Loan Activities ensuring compliance with Business Loan Agreement, Promissory Note and Regulatory Compliance requirement
• Implement necessary changes within the Loan Servicing Unit to comply with any new or changed laws. Included in this process are: BSA/BO,TRID, RESPA, SCRA, FACTA, GLBA, FDCPA, USAP, CRA, etc.
• Perform periodic review of all processes including 3 rd party vendor processing and audit of their process.
• Respond to internal and external audit request and findings and work to remediate any identified noncompliant processes or areas of concern.
• Process & Manage Loan Purchase and Sold Activity. This includes working directly with the Treasury Dept., Accounting, Leverage Lending, Syndication and other lines of business.
• Evaluate business processes and make necessary changes to daily procedures and process controls as appropriate.
• Collaborate with other business units to reach desired result on Service Level and Productivity KPI.
• Perform the Compliance and Quality Self-Assessment for teams within Loan Administration
• Provide updates and training to staff on new and upcoming regulation changes and process improvements including documented procedures.
• Implement process improvement and document all procedures for functions and activities within the Unit
• Provide guidance to System Administrator to ensure bank control has proper set up for fees, Note Type, Credit Bureau Reporting, etc. for proper reporting and servicing of loans.
• Create Management reports as requested
• May provide User Acceptance Testing on the loan System based on new products and/or processes
• Work on special projects as assigned by Manager related to the Data Accuracy and accurate compliance requirements.
• Maintain knowledge for all regulatory requirements applicable to the job, this may include and is not limited to; Bankruptcy, SCRA, FCRA, BSA/BO, etc. and ensure compliance with all applicable procedures, State and Federal laws.
• Perform all other managerial or project duties as assigned my management.

Qualifications

• Bachelor Degree in Finance, Accounting, Business Administration, or Economics.
• Minimum 7 years of experience in the loan servicing industry
• Minimum 5 years management experience
• Strong knowledge of rules, regulations and compliance requirements concerning loan servicing specific to the areas of oversight
• Strong Customer service skills required
• Strong analytical and problem solving abilities
• Excellent verbal and written communication skills
• Effective leader with strong project management skills
• Firm understanding of current best practices in the Loan Servicing Industry
• FIS, BlackKnight, Synergy, Cash system knowledge preferred
• Proficient in Microsoft Office with advanced Excel skills required
• 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 $95,000.00/Yr. - USD $125,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.