Loan Support Services Manager

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

Benefits offered by this job

401(k) match

Health, dental and vision insurance

Paid vacation and holidays

Tuition assistance

Job summary

Columbia Bank is seeking an experienced leader to manage a loan servicing team, ensuring accuracy, quality, and efficient operations. You will design and implement servicing processes, monitor budgets, and drive continuous improvement across the department.

You will oversee policy compliance, manage staff performance, and coordinate with vendors on loan operations systems, while maintaining strong customer service standards.

Qualifications

• 7–10 years in lending industry or bank operations.
• 7–10 years of supervisory/management experience.
• Knowledge of complex loan documentation, structuring, and servicing procedures.
• Strong leadership, organizational, analytical, decision-making and communication skills.
• Planning, project management and continuous improvement capabilities.
• Knowledge of operational process improvement methods and banking technology.
• Advanced proficiency in loan origination software and banking tools.

Responsibilities

• Lead and mentor loan operations team to ensure accuracy and efficiency.
• Design, implement and monitor processes to optimize servicing quality and cost.
• Prepare and manage department budget and monitor expenses.
• Ensure compliance with policies, regulations and internal controls.
• Coach staff, conduct performance reviews and develop talent.
• Oversee vendor relationships related to loan operations and systems.

Skills

Lending industry experience

Supervisory experience

Leadership

Analytical skills

Project management

Problem solving

Customer service

Continuous improvement

Banking technology

Communication

Tools

LaserPro

Banking systems

Excel

Word

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 RequirementsOccasionalThe pay range for this role is $81,000.00 - $115,000.00.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.Primary Location: Ability to work fully onsite at posted location(s).2155 W Pinnacle Peak Rd Phoenix AZ 85027Our 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] .To Staffing and Recruiting Agencies:Our posted job opportunities are only intended for individuals seeking employment at Columbia Bank. Columbia Bank does not accept unsolicited resumes or applications from agencies and Columbia Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Columbia Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.