Loan Servicer Lead

Job Title: Loan Servicing Lead

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:

• 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.

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 Equal employment opportunity, including veterans and individuals with disabilities.

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