Loan Servicing Lead

CLASSIFICATION: Non-exempt

REPORTS TO: Loan Servicing Manager

JOB DESCRIPTION

Summary/Objective

The Loan Servicing Lead supports the Loan Servicing Manager in overseeing daily servicing operations and team performance. This role ensures the accurate and timely servicing of all booked loans, assists with workflow monitoring, serves as a resource for complex transactions, and helps implement policies and procedures. The Loan Servicing Lead plays a key role in coaching team members, resolving escalated issues, and supporting cross-department collaboration to deliver excellent internal and external service.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Monitor daily servicing workflows, payment posting, account maintenance, and payoff processing to ensure timely and accurate execution.
• Perform quality control checks and review complex servicing transactions as needed (e.g., reamortizations, interest corrections, payoff recalculations).
• Assist with balancing general ledger accounts tied to loan activity and help investigate any reconciling differences.
• Serve as a first point of escalation for servicing questions or transaction exceptions.
• Provide day-to-day guidance to Loan Servicers and Senior Loan Servicers on procedures, systems, and best practices.
• Help onboard and train new team members and cross-train existing staff.
• Help identify process inefficiencies or recurring issues and collaborate with the Manager to implement improvements.
• Support compliance with internal policies and external regulations (RESPA, Reg Z, etc.) by enforcing procedural consistency and controls.
• Assist with preparation for audits and exams by compiling documentation and responding to servicing-related questions.
• Work with Loan Processing, Credit Administration, Escrow, and Collateral & Insurance teams to resolve servicing exceptions or questions related to booking, documentation, or collateral tracking.
• Coordinate with IT or vendors on minor system troubleshooting or enhancement testing.

Other Duties

• Help manage servicing reports, queues, and task lists to ensure service level expectations are met.
• Maintain department procedures, workflows, and checklists to reflect current practices.
• Assist in compiling operational data for monthly reporting and management review.
• Provide subject matter expertise in drafting or updating procedures, workflows, or job aids.
• Perform other duties as assigned.

Skills/Abilities

• Computer skills, including Microsoft Office, especially Excel.
• Strong working knowledge of loan servicing systems and procedures (preferably Jack Henry Silverlake).
• Familiarity with loan structures, payment schedules, and common servicing actions (modifications, extensions, etc.).
• Strong knowledge of accounting and reconciliation.
• High attention to detail and accuracy in data entry and system maintenance.
• Strong organizational, analytical, and problem-solving skills.
• Ability to coach and guide staff with professionalism and clarity.
• Excellent communication skills and ability to collaborate across departments.

Supervisory Responsibility

This position does not have supervisory responsibilities.

Work Environment

This job operates in an office setting, the opportunity to telework is not available. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.

Physical Demands

This position requires manual dexterity, the ability to lift files and open cabinets. This position requires bending, stooping or standing as necessary.

Travel

Limited local travel may be required for this position.

Education and Experience

• High School Diploma or equivalent.
• 3+ years of experience in loan servicing or operations, with demonstrated leadership or mentorship responsibilities.
• Experience with complex commercial and consumer loan servicing activities.
• Working knowledge of banking regulations related to servicing and customer protection.
• Prior experience supporting audits or process improvement initiatives preferred.
• Familiarity with imaging systems, loan ticklers, and compliance documentation is a plus.

Equal Employment Opportunity/M/F/disability/protected veteran status

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.