Summary of the Position:
The Loan Servicing and Quality Review Team Lead will oversee day-to-day workflow of transaction processing and loan/client onboarding including; coordination and prioritization of team resources to meet client demand and resolution and escalation of client issues. The ideal candidate will have a solid understanding of both Commercial and Consumer/Private Wealth Lending Operations processes and systems. The Team Lead will be expected to both share and document and best practices for loan processing and partner with teams across Loan Operations to ensure increased capacity, capability and superior customer satisfaction is always maintained and service levels are met.
Primary Functions of the Position:
- Team workload coordination, resolution of procedural problems, and prioritization based on business objectives
- Responds to more complex inquiries and issues from Customers and internal units. Researches information to provide responses and resolution
- Performs duties of Employees supervised on a limited basis and acts as an experienced resource for team; including Process or review new loans, renewals, modifications, extensions, payments, advances, maintenance, and system generated reports
- Works closely with Relationship Managers, Service Teams, Legal and Compliance to effectively execute on deliverables
- Works closely with peers and team to promote communication, and to ensure quality service delivery throughout operations
- Maintains and demonstrates proficiency with loan software applications (Fiserv, DocuClass)
- Participates in the creation and review of departmental procedures
- Provides coaching and oversight for the team including input to performance management
- Ensures compliance with procedures and management expectations
- Provides daily workflow and capacity planning solutions for upcoming initiatives
- Point of escalation for team and handle escalation process throughout its entirety
- Interviews and effectively participates in the selection process of new employees
- Makes proposals to management for changes and improvements to SLA’s
- Provides day-to-day support and insight to the metrics & performance of the team
- Provides support for projects when needed
- Reviews electronic timecards for approval and accuracy when needed
Education and Experience Requirements:
- Bachelor’s Degree in Business or Finance, or minimum of 5 years related experience or equivalent combination of education and experience
- Minimum 7 years of banking experience, including previous bank operations or financial services experience
- Minimum 2 years of supervisory or leadership experience in current or recently held position preferred
- Previous Lending Operations and quality review/control experience with knowledge of lending regulatory requirements
Essential Skills and Abilities:
- Strong knowledge of loan systems; In-depth knowledge of lending and all loan servicing functions, local/regulatory requirements, and legal documents
- Strong attention to detail
- High level of interpersonal skills and ability to communicate effectively in person, through email, and over the phone
- Ability to work in a fast-paced, high-intensity work environment
- Thorough knowledge of all products and services offered by the Bank
- Job may require additional hours of work during peak periods to meet service levels
TriState Capital Bank provides equal employment opportunity and advance in employment to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.
TriState Capital Bank is an Equal Opportunity Employer.