Lending Services Manager – 1437204

Santa Barbara, CA

Deliver a World Class Experience to internal and external customers by providing oversight of the core functions and day-to-day operations of the Lending Services division of the Bank Operations department. Functions include loan boarding, loan funding and closing, loan document preparation and file callback, research, as well as general customer service assistance on all loan-related matters (postorigination), collateral management, exceptions reporting review and correction, and participation in related projects and audits. The Lending Services Manager (LSM) will interact extensively with Credit Administration and other Commercial Lending associates to provide solutions for all loan servicing functions and will occasionally be expected to correspond and/or communicate directly with Bank clients. Additionally, the Lending Services Manager will serve as the primary point of contact for any

escalated customer service issues that arise in the department.

Minimum Requirements for Position

Education and Experience:

• High School diploma required, Bachelor’s degree preferred

• 15 years to 20 years of experience in a loan servicing department required

• Expertise in all lending terms and loan structures required

• Prior managerial experience required

• Thorough knowledge of the lending process, loan accounting systems, loan and accounting terminology, real estate and construction terminology required

• Previous project management experience, preferred

• Thorough understanding of the following: Regulation Z, TRID, and National Flood Insurance Program

• Direct experience with and knowledge of loan documentation requirements, guidelines, and process

Skills and Capabilities:

• Able to effectively interact with management, lenders, relationship managers and loan servicing personnel to coordinate documentation workflow

• Effective hiring, training, management, coaching, and mentoring skills

• General knowledge of bank operations, policies, and procedures

• Experience with loan documentation software

• Must be flexible and able to lead change in an interactive, evolving, and dynamic team environment.

• Strong critical thinking, decision-making, and customer service skills

• Strong knowledge of standard computer applications including MS Word, Excel, and Outlook

• Strong oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, interpret documents, understand procedures, write reports and correspondence, speak clearly to customers and employees

• Strong organizational, problem-solving, and time management skills

• Ability to lead by example in a team setting and work independently while performing duties

• Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities

• Must be able to perform this position safely, without endangering the health or safety to himself or herself or others

• Must be capable of regular, reliable and timely attendance

• Must be able to work effectively either independently or as part of a team

• Must be able to effectively handle multiple, simultaneous, and changing priorities

• Must be able to demonstrate highest levels of customer service and confidentiality with internal and external customers

Primary Activities & Responsibilities

Essential Functions:

• Ensures smooth daily operations and maintenance of centralized loan services

• Assists Loan Documentation Officer with custom or complex loan documentation as needed

• In conjunction with legal, develops customized loan documentation for complex loan structures

• Assist Lending Servicing Officer with complex loan boarding and maintenance to new and existing loan credits as needed

• Ensures department procedures are organized, current and up to date

• Acts as intermediary between Loan Services and loan originations departments as needed

• Researches, (re)designs and implements any new or existing procedures and/or best practices that will increase abilities to provide a world class experience to both internal and external customers

• Collaborates with Loan Systems Administrators and other departments to create procedures applicable to loan servicing processes

• Remains current in loan servicing and operations through Virtual Trainer, class/WebEx trainings, user groups and conferences offered

• Manages department projects as assigned

• Continually seeks opportunities for automation and efficiency-building

• Interacts with vendors as necessary to find solutions to problems/challenges which may be presented

• In conjunction with Loan Systems Administrator, tests loan application system and core system upgrades, and enhancements to ensure systems functions as designed

• Special projects as assigned

• Other duties as assigned Leadership

• Support core value of “community” by participating in various Bank-sponsored events and local community activities as appropriate

• Demonstrates the Five Practices of Exemplary Leadership: Model the Way, Challenge the Process, Inspire a Shared Vision, Enable Others to Act and Encourage the Heart.

• Cultivates strong communication between internal and external partners to maximize client experience

• Creates an environment where associates feel recognized, valued, engaged, and motivated.

• Coaches, develops and inspires associates to maximize their performance

• Acts as a change agent; leading the team to embrace and engage in continual learning and evolving as the Bank grows and evolves

• Mentors others, fosters team work and innovation, supports in sales and service initiatives

• Exercises the usual authority of a manager concerning performance improvement plans and reviews, promotions, salary recommendations, and terminations

• Ensures goals are well understood by creating a collaborative environment, building confidence & trust, and creating cooperation amongst team members to achieve individual and department


• Conducts annual performance reviews and evaluations in a timely and effective manner

• Abilities to manage expense control to remain within established budget

Compliance and Risk Management

• Follows privacy and information security policies

• Adheres to all policies, federal and state laws and bank regulatory guidance including, but not limited to: Bank Secrecy Act, Office of Foreign Assets Control, Gramm-Leach-Bliley Act,

Federal Deposit Insurance Corporation Improvement Act, Community Reinvestment Act, Consumer Protection Laws and applicable California Civil Code

• Completes all required training courses

• Ensures all associates complete required training

• Complies with all bank policies, procedures and regulations

• Contributes to satisfactory results on all internal and external regulatory examinations, reviews and audits

• Ensures compliance with applicable federal and state regulations

• Ensures all sensitive internal and external customer information is properly safeguarded; Use encryption when providing any confidential information by e-mail

• Provides accurate and timely reports in support of periodic audits by financial and regulatory 

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