Loan Support Services Manager

Columbia Bank; Phoenix (AZ); On-site; USD 81,000 - 115,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) retirement plan

Paid vacation and holidays

Job summary

Columbia Bank is seeking an experienced Loan Operations Leader to manage a team delivering accurate daily loan servicing, drive policy implementation, and maintain loan portfolio integrity. The role emphasizes strategic planning, budget oversight, and regulatory compliance in a fast-paced environment.

You will lead change initiatives, mentor managers, and collaborate with vendors to optimize operations while ensuring exceptional customer service.

Qualifications

• 7-10 years of lending industry or bank operations experience
• 7-10 years of supervisory/management experience
• Knowledge of complex loan documentation, structuring, and servicing procedures
• Strong leadership, organizational, problem solving, interpersonal, analytical skills
• Planning, project management, and continuous improvement development skills
• Knowledge of operational process improvement methods and banking technology
• Advanced proficiency in loan origination (LaserPro preferred) and banking software

Responsibilities

• Design, implement, and maintain systems for efficient daily operations
• Prepare and monitor department budget and expenses
• Ensure compliance with policies, regulations, and internal audits
• Coach and deliver performance reviews; manage hiring and talent development
• Create department roadmaps and drive change management initiatives
• Oversee vendor relationships related to loan operations and systems
• Lead Quality Control/Servicing teams to ensure regulatory compliance
• Ensure bank policies and training are up to date

Skills

Leadership

Supervisory/Management

Communication

Project management

Continuous improvement

Loan operations knowledge

Tools

LaserPro

Banking systems

Microsoft Word

Microsoft Excel

Job description

About The Role

Provides organizational leadership and management to a team of professionals within loan servicing. Provides technical counsel to team and responsible for maintaining a high level of accuracy within the department. Ensures operational processes are designed to achieve the highest level of customer service. Recommend, formulate, and implement new loan operation policies and procedures. Maintain the integrity of the loan portfolio for designated areas.

• Responsible for the design, implementation, and maintenance of systems to ensure efficient and accurate daily operations. Manage department to ensure minimal servicing costs while achieving high standards for quality and service. Design and implement continuous improvement practices.
• Prepare the department budget and monitor operational expenses. Perform department assessments to identify potential problem areas and implement corrective measures in response to findings, partnering and collaborating with direct reports.
• Oversee functional department and ensure the procedures, policies, regulations and guidelines are updated and compliant to mitigate operational risks and internal audits are satisfactorily completed.
• Monitor workflow of daily operations for specified department within Loan Support Services to ensure efficiency and effectiveness. Interacts with associates and monitors development to include coaching and writing and delivering performance reviews.
• Manage the work efforts of managers/individual contributors using established guidelines, procedures and policies. Responsible for hiring, firing, performance appraisals and pay reviews. Makes decision based on area objectives as well as company policies and procedures.
• Envision future states and creates strategy of the department and systems through roadmaps and goals set for direct reports and follow proper change management processes to implement needed changes.
• Maintain appropriate security and privacy standards and systems to ensure adequate protection for the bank and its customers. Implement necessary regulatory compliance in designated areas.
• Develop and execute strategic initiatives in conjunction with department leadership. Supervise complex vendor relationships for products and services that relate to loan operations and systems.
• May lead Quality Control Production and Servicing teams to ensure compliance with all guidelines and laws.
• Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes.
• Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.
• Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.
• May be asked to coach, mentor, or train others and teach coursework as subject matter expert.
• Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words.
• Takes personal initiative and is a positive example for others to emulate.
• Embraces our vision to become “Business Bank of Choice”
• May perform other duties as assigned.

About You

• 7-10 years — of lending industry or bank operations experience (Preferred)
• 7-10 years — of supervisory/management experience (Required)
• Knowledge of complex loan documentation, structuring, and servicing procedures as well as state, federal, investor, and bank policies, guidelines, and regulations. Credit requirement analysis skills required.
• Possess strong leadership, organizational, problem solving, interpersonal, analytical, decision making, motivational, and customer service skills. Excellent written and verbal communication skills required.
• Demonstrate planning, project management, and continuous improvement development skills. May require advanced systems design, development, and management experience.
• Knowledge of operational process improvement methods, project management, and banking technology.
• Advanced proficiency in loan origination (LaserPro preferred), banking systems, and commercial/installment loan application software. Proficient in word processing and spreadsheet software (Word and Excel preferred).
• Knowledge of the bank's loan policies and internal control procedures.
• Ability to provide accurate, detailed results in a high pressure, goal oriented environment.

Travel Requirements

• Occasional

Primary Location

Ability to work fully onsite at posted location(s).

2155 W Pinnacle Peak Rd Phoenix AZ 85027

The Pay Range

The pay range for this role is $81,000.00 - $115,000.00.

The Pay Rate

The pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation, and those details will be provided during the recruitment process.

Our Benefits

We are proud to offer a competitive total rewards package including base wages and comprehensive benefits. We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

Our Commitment To Diversity

Columbia Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [e-mail].