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Loan Servicing Supervisor

Company: Alerus Financial
Location: Grand Forks
Posted on: June 6, 2021

Job Description:

Position Summary:

The Loan Servicing Supervisor is responsible for the oversight and direction of the servicing of all types of loans, including commercial, consumer, and residential real estate loans. These responsibilities include supervision of the loan ops servicers, and ensuring excellent client service through accuracy of data input, accuracy of processing, and adherence to specific service standards and compliance requirements.

Essential Responsibilities:

Job Function 1: Team Leadership & Employee Management - 50%

  • Supervise and provide leadership to the Loan Operations Servicing team by demonstrating effective problem solving, decision making, coaching and communication skills on a daily basis, setting a positive example for team members.
  • Provide daily supervision and work direction to assigned loan servicing team ensuring work is completed according to team service level agreements and meets legal, regulatory, lien perfection, and Alerus policy requirements.
  • Research and make decisions/recommendations regarding complex or unique loan servicing requests; assist team members with complex servicing tasks.
  • Act with initiative to address client complaints and process issues.
  • Schedule and lead work group meetings, as needed, to keep operations running efficiently and effectively.
  • Partner with the Loan Operations manager in the hiring and termination of employees, promotions, and salary recommendations.
  • Identify training needs, coordinate training, and deliver training as needed.
  • Provide ongoing performance feedback to team members and address performance issues promptly as they arise.
  • Coordinate employee work schedules and FTO plans to ensure sufficient coverage to maintain service level agreements.
  • Manage employee attendance by monitoring, reviewing and approving weekly time punches.
  • Recognize and celebrate individual and team achievements.
  • Complete employee Leadership Assessment plans and reviews, and conduct one-on-one meetings with employees to discuss performance and goals.

Job Function 2: Process & System Oversight - 30%

  • Establish team service level agreements and ensure servicing is accurate, complete, and timely.
  • Ensure Loan Servicing processes are properly documented, assigned to the appropriate owner with sufficient back up coverage, and kept up-to-date.
  • Work with process owners to research and resolve problems.
  • Identify areas needing improvement, work with team to develop process improvement plan, and assist with implementation.
  • Provide backup support as needed to help the team meet service level agreements.
  • Perform processes as assigned by manager.
  • Maintain knowledge of Alerus loan products.
  • Work with underwriting and manager to address product exceptions.
  • Assist with implementation of new product initiatives and lending channels.
  • Lead or assist with completing Loan Operations, Lending, or company-wide projects.
  • Perform system administration duties as required.
  • Foster and leverage constructive working relationships with internal clients and external clients and contacts.
  • Work with the Loan Operations Manager, the Loan Documentation Supervisor, and the business areas to coordinate efforts and ensure effective collaboration in order to meet client needs and maintain bank and regulatory requirements.

Job Function 3: Department, System, and Industry Knowledge - 20%

  • Proficient with core system, data entry definitions, and fields.
  • Demonstrate and maintain enhanced knowledge of loan servicing, lien perfection and loan documentation processes and systems.
  • Review and coordinate loan servicing system updates; address system issues requiring resolution. Perform or assign system administration duties.
  • Expert understanding of loan product attributes.
  • Maintain up-to-date knowledge of all Loan Operations systems.
  • Maintain up-to-date knowledge of banking industry as it pertains to the position.
  • Maintain up-to-date knowledge of compliance, legal, and Alerus policy requirements pertaining to the job.
  • Complete regulation, compliance, Alerus manager, and addition training as assigned.
  • Participate in departmental meetings for supported areas, and provide training as needed.

Position Requirements:


  • Bachelor's degree in related field or equivalent combination of education and/or financial industry experience.
  • Minimum of 3 years' experience in loan servicing.
  • In-depth knowledge of advanced loan servicing and regulations.
  • Proficiency working with a computer and Microsoft Office applications.
  • Demonstrated supervisory experience with strong leadership skills.
  • Proven analytical and problem solving ability.
  • Excellent communication and client service skills.
  • Ability to work under pressure and meet time deadlines, with established time management and organizational skills.
  • Ability to work independently and in a team-oriented environment.
  • Ability to motivate self and other team members.
  • Ability to drive, support and implement continuous change.
  • Ability to work flexible hours, some day and possible overnight travel required.

Personal Characteristics:

  • Positive client centric attitude.
  • Self-motivated and eager to take on new challenges.
  • Detail-oriented with excellent organizational skills.
  • Professional appearance and attitude.
  • Commitment to continued learning.
  • Punctual.

Physical Demands - Must be met with or without a reasonable accommodation:

  • Extended periods of time sitting at a desk and using office equipment.
  • Ability to operate a personal computer/laptop for approximately 8 hours per day.
  • Extended time is spent reviewing physical and electronic documents.
  • The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
  • Periodically, may also do light lifting of supplies and materials which weighs in at approximately 20 lbs.
  • Will spend most of time in an indoor environment.
  • Requires the routine & safe operation of a motor vehicle to travel between multiple locations to perform the essential functions of the job.

Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Keywords: Alerus Financial, Grand Forks , Loan Servicing Supervisor, Other , Grand Forks, North Dakota

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