LOAN SERVICING MANAGER RESUME EXAMPLE

Michael Turner

Dallas, TX

(214) 555-4821

michael.turner@email.com

linkedin.com/in/michaelturner

SUMMARY 

Results-driven Loan Servicing Manager with 2+ years of experience in loan operations, escrow administration, and regulatory compliance within the banking industry. Proven record of achieving 99% servicing accuracy while supporting portfolios exceeding $150M. Expertise in portfolio reconciliation and risk monitoring to optimize servicing workflows, mitigate compliance exposure, and drive measurable business outcomes.

SKILLS 

Loan Servicing Operations

Escrow Administration

Regulatory Compliance

Portfolio Reconciliation

Credit Reporting

Core Banking Systems (FIS)

Data Integrity Controls

Financial Reporting

EXPERIENCE 

Loan Servicing Manager

HarborView Financial Services – Dallas, TX

June 2023 – Present

• Manage daily servicing activities for 1,200+ consumer and commercial loans, achieving 99% payment processing accuracy.
• Reconcile escrow and reserve accounts totaling $40M, reducing posting discrepancies 21% within first year.
• Generate monthly portfolio performance reports supporting executive oversight of $150M in assets.
• Coordinate responses to internal audits, closing findings within 30 days and maintaining full regulatory adherence.

Loan Operations Analyst

Summit Ridge Bank – Plano, TX

July 2021 – May 2023

• Processed loan boarding and payment applications for $90M portfolio, cutting setup errors 18%.
• Reviewed post-closing documentation, improving file completeness to 98% accuracy.
• Assisted with credit bureau reporting and IRS submissions, maintaining zero compliance penalties.
• Supported servicing system updates, improving workflow efficiency 15%.

EDUCATION 

Bachelor of Business Administration

University of Texas at Dallas – Richardson, TX

Ashley Martinez

Phoenix, AZ

(602) 555-9174

ashley.martinez@email.com

linkedin.com/in/ashleymartinez

SUMMARY 

Results-driven Loan Servicing Manager with 6+ years of experience in commercial loan servicing, investor reporting, and portfolio risk management within regional banking environments. Proven record of reducing servicing discrepancies 28% while overseeing $450M in assets. Expertise in regulatory reporting and workflow optimization to streamline operations, mitigate financial risk, and drive measurable business outcomes.

SKILLS 

Commercial Loan Servicing

Investor Reporting

Escrow & Reserve Management

Portfolio Risk Analysis

FIS & nCino Systems

Quality Assurance Controls

Process Improvement

Audit Coordination

EXPERIENCE 

Loan Servicing Manager

Crestline Community Bank – Phoenix, AZ

March 2020 – Present

• Oversee servicing for a $450M commercial and mortgage portfolio, achieving 99% data accuracy across 2,800 active loans.
• Implement a quality control framework that reduced documentation exceptions 28% within 12 months.
• Direct investor and participation reporting, resolving discrepancies resulting in $320K recovered variances.
• Lead cross-functional workflow redesign initiatives, driving 32% cycle-time improvement.

Senior Loan Servicing Specialist

Lakeshore Commercial Bank – Tempe, AZ

May 2017 – February 2020

• Managed escrow and insurance tracking for $210M portfolio, eliminating 95% of overdue tax payments.
• Reconciled general ledger accounts monthly, reducing outstanding variances from 14 to 3 within six months.
• Coordinated audit preparation efforts, achieving zero material findings across two review cycles.
• Processed loan modifications and renewals averaging $25M annually, maintaining compliance with regulatory standards.

EDUCATION 

Bachelor of Finance

Arizona State University – Tempe, AZ

Jonathan Reynolds

Charlotte, NC

(704) 555-3389

jonathan.reynolds@email.com

linkedin.com/in/jonathanreynolds

SUMMARY 

Results-driven Loan Servicing Manager with 12+ years of experience in enterprise loan servicing, regulatory governance, and portfolio risk oversight within multi-state banking institutions. Proven record of driving 35% operational efficiency gains while leading servicing operations exceeding $1.2B in assets. Expertise in strategic process design and compliance management to optimize servicing infrastructure, mitigate financial exposure, and drive measurable business outcomes.

SKILLS 

Enterprise Servicing Strategy

Regulatory Compliance Governance

Portfolio Risk Oversight

Vendor Management

Operational Automation

Investor Reporting Controls

Budget Administration

Cross-Functional Leadership

EXPERIENCE 

Loan Servicing Manager

Atlantic Bay Financial – Charlotte, NC

January 2018 – Present

• Lead enterprise servicing operations across $1.2B commercial, SBA, and mortgage portfolios spanning five states.
• Implement automation initiatives that reduced manual processing time 35% and generated $680K annual cost savings.
• Oversee third-party vendors and investor reporting, maintaining 100% on-time submissions across 48 consecutive months.
• Direct 25-member team, improving productivity 29% while sustaining audit-ready compliance standards.

Loan Servicing Manager

Patriot Commercial Bank – Raleigh, NC

June 2013 – December 2017

• Managed $750M portfolio lifecycle from booking through payoff, achieving 99.4% transaction accuracy.
• Designed a quality assurance program that decreased servicing errors 31% within first year of implementation.
• Administered departmental operating budget of $4.5M, maintaining expenses 6% under forecast.
• Led system conversion affecting 4,000+ loans, completing migration with zero customer disruption.

EDUCATION 

Master of Business Administration

University of North Carolina – Chapel Hill, NC

Bachelor of Science in Finance

North Carolina State University – Raleigh, NC

• Direct enterprise loan servicing operations across multiple product lines, governing third-party administrators nationwide to ensure contractual compliance and protect portfolio performance integrity.
• Establish contractual oversight frameworks for servicing agreements across diverse lending programs, implementing control mechanisms that reduce variances and strengthen regulatory adherence across high-volume portfolios.
• Architect operational governance for loan onboarding across regional channels, standardizing intake controls that accelerate onboarding timelines while safeguarding data accuracy and downstream servicing continuity.
• Optimize collections strategy across consumer and specialty lending portfolios, recalibrating segmentation and outreach protocols to improve recovery rates and contain delinquency exposure within targeted thresholds.
• Partner with compliance leadership and external lending institutions to resolve servicing exceptions, deliver monthly performance reporting, and address ad hoc inquiries supporting 100% audit-ready documentation standards.
• Strengthen servicing department capability by training and mentoring new analysts, sampling active loans for quality assurance, and supporting lender integrations to sustain accuracy across thousands of accounts.

Core Skills:

• Loan Servicing Oversight
• Servicing Contract Controls
• Collections Strategy Optimization
• Regulatory Compliance Management
• Lender Reporting Integration
• Operational Quality Assurance

• Direct enterprise preparation of monthly escrow analyses and initial or final loan disclosures across servicing portfolios exceeding 10,000 accounts, ensuring regulatory accuracy and timely borrower communication.
• Oversee ARM and HELOC statement production cycles, coordinating document generation, mailing workflows, and extensions to maintain 100% adherence to investor, regulatory, and internal timelines.
• Administer end-to-end loan satisfaction processing and general ledger reconciliation across multi-state portfolios, resolving posting discrepancies and strengthening financial reporting integrity at scale.
• Audit periodic billing statements for data accuracy and fee compliance, identifying exceptions that reduce rework volume and mitigate downstream customer disputes.
• Resolve complex borrower escalations and regulatory complaints with minimal supervision, preserving service standards and accelerating case resolution turnaround within defined performance benchmarks.
• Lead daily servicing operations by supervising staff workloads, approving time records, and aligning schedules to sustain consistent coverage across cross-functional teams.

Core Skills:

• Escrow Disclosure Management
• ARM Statement Compliance
• HELOC Servicing Operations
• General Ledger Reconciliation
• Billing Quality Review
• Team Operations Supervision

• Conduct structured performance evaluations, deliver targeted coaching, and administer disciplinary actions to strengthen accountability and elevate productivity across multi-level servicing teams.
• Develop staff capabilities through policy-driven training programs and department meetings that reinforce service standards, regulatory procedures, and consistent operational execution enterprise-wide.
• Collaborate in full-cycle recruitment for Loan Servicing roles, interviewing candidates and accelerating onboarding to improve retention stability and reduce vacancy gaps within critical functions.
• Lead special projects and cross-department initiatives aligned with strategic priorities, delivering process enhancements that streamline workflows and support scalable portfolio growth.
• Ensure strict adherence to bank policies and federal and state regulatory frameworks, mitigating compliance exposure and sustaining audit-ready operations across all servicing activities.
• Generate customized loan performance reports from core banking systems, leveraging portfolio analytics to inform leadership decisions and strengthen operational transparency.

Core Skills:

• Performance Management Leadership
• Regulatory Policy Compliance
• Loan Reporting Systems
• Talent Acquisition Coordination
• Operational Process Improvement
• Staff Training Development

• Direct Residential Servicing staff oversight, authorizing discharges, resolving personnel matters, and coordinating workflow initiatives to sustain balanced coverage and uninterrupted client support across high-volume portfolios.
• Partner with senior management to recommend staffing additions, promotions, process enhancements, and corrective action plans that strengthen departmental capability and succession readiness.
• Execute loan-related general ledger and DDA reconciliations across complex account structures, researching and clearing outstanding variances to preserve financial accuracy and reporting reliability.
• Establish and maintain comprehensive standard operating procedures, conducting periodic reviews with servicing teams to ensure documentation remains current, compliant, and aligned with evolving regulatory expectations.
• Support departmental strategy development and operational governance, aligning workforce capacity with service-level objectives to consistently deliver prompt, accurate client experiences across internal and external channels.
• Coordinate internal and external audit engagements, facilitating entrance and exit meetings, addressing findings, and driving corrective action responses that reinforce sustainable compliance controls.

Core Skills:

• Residential Servicing Oversight
• Financial Account Reconciliation
• Standard Operating Procedures
• Workforce Capacity Planning
• Audit Response Coordination
• Operational Governance Controls

• Lead Loan Servicing and Quality Control teams across multi-product portfolios, aligning performance standards and oversight practices to strengthen operational discipline and risk containment enterprise-wide.
• Collaborate with the Bank’s Compliance Officer to validate electronic loan and credit files, ensuring accurate regulatory reporting and full adherence to federal and state banking requirements.
• Revise servicing procedure manuals to reflect regulatory updates and operational changes, institutionalizing standardized controls that reduce interpretive risk and documentation inconsistencies.
• Develop and deliver structured training on Loans, Leases, and Letters of Credit file maintenance, elevating staff proficiency and reducing file exception rates across servicing channels.
• Administer servicing-related software platforms, including eOscar, tax, and insurance tracking systems, optimizing data integrity and supporting timely monthly departmental reporting cycles.
• Analyze exception waiver patterns and implement policy revisions to curb repeat deviations, while advising servicing and branch personnel to enhance decision consistency and documentation accuracy.

Core Skills:

• Loan Quality Control
• Regulatory File Compliance
• Servicing Systems Administration
• Policy Exception Analysis
• Procedure Manual Governance
• Portfolio Performance Reporting

• Spearhead Loan Servicing team leadership, directing hiring, structured development planning, and performance governance to elevate accountability and sustain scalable operational capacity.
• Administer Symetra’s summer internship program, coordinating recruitment, training, and project assignments to build a renewable talent pipeline supporting long-term workforce continuity.
• Ensure enterprise accuracy and efficiency across servicing functions, including workflow tracking, resource allocation, and third-party oversight, stabilizing performance across multi-state commercial portfolios.
• Provide technical supervision spanning loan bookkeeping, payment processing, system data integrity, funding review, collateral compliance, maturity monitoring, and reconveyance execution, safeguarding end-to-end portfolio administration.
• Partner with cross-functional mortgage leaders to redesign servicing processes and deploy technology enhancements that improve turnaround cycles and strengthen borrower experience metrics.
• Engage auditors, compliance partners, and external clients to evaluate emerging servicing and reporting requirements, instituting control updates that reinforce regulatory alignment and reporting precision.

Core Skills:

• Commercial Loan Servicing
• Operational Process Governance
• Servicing Technology Implementation
• Portfolio Administration Oversight
• Regulatory Audit Coordination
• Talent Development Leadership

• Drive department performance across Loan Servicing operations, delivering structured guidance, actionable feedback, and resource alignment that elevate team productivity and strengthen enterprise service outcomes.
• Align servicing initiatives with Credit Union and Mortgage Lending strategic objectives, contributing to corporate goals and reinforcing performance standards across multi-state residential portfolios.
• Enforce adherence to consumer real estate regulations and internal policies, exercising delegated authority for justified exceptions while maintaining audit-ready documentation across 100% of reviewed accounts.
• Oversee escrow administration spanning real estate taxes, hazard, and flood insurance across a multi-state footprint exceeding three jurisdictions, ensuring timely disbursements and compliant annual analyses.
• Administer loan payoffs, partial releases, extensions, and modifications within regulated servicing environments, processing high-volume transactions that safeguard collateral integrity and accurate account maintenance.
• Compile and present detailed operational reports to executive management, supporting regulatory transaction monitoring and strengthening oversight of member activity in accordance with federal reporting standards.

Core Skills:

• Consumer Loan Compliance
• Escrow Administration Management
• Loan Modification Processing
• Regulatory Reporting Oversight
• Residential Portfolio Operations
• Mortgage Servicing Governance

• Monitor internal policy updates and evolving escrow, tax assessment, and home loan servicing regulations across multi-state portfolios, ensuring timely procedural alignment before statutory deadlines.
• Audit staff work product and conduct targeted file reviews covering 100% of assigned tasks, validating accuracy standards and reinforcing quality assurance controls enterprise-wide.
• Coordinate audit response implementation with cross-functional departments, translating regulatory amendments into documented action plans that close findings within established remediation timelines.
• Evaluate servicing platforms, lending technologies, and procedural workflows, recommending efficiency enhancements that streamline cycle times and optimize departmental resource utilization.
• Calculate interest accruals, payment allocations, and related financial transactions with precision, safeguarding ledger integrity and supporting accurate borrower account maintenance across high-volume portfolios.
• Direct task prioritization, escalate complex member inquiries to management, and maintain organized document repositories, ensuring continuous coverage and accessible reporting for internal and external stakeholders.

Core Skills:

• Escrow Regulatory Compliance
• Loan File Auditing
• Servicing Systems Evaluation
• Interest Payment Calculations
• Audit Remediation Coordination
• Document Management Control

• Oversee loan boarding and payment processing within the servicing platform, reconciling borrower accounts and generating monthly principal and interest statements across multi-lender portfolios exceeding 5,000 loans.
• Administer comprehensive loan maintenance requests and implement servicing changes, including rate resets, term modifications, and restructures, preserving contractual accuracy and system data integrity.
• Reconcile borrower escrow and reserve accounts covering tax, insurance, interest, operating, replacement, and debt service categories, ensuring timely disbursements and balanced subsidiary ledgers.
• Coordinate remittance of participant payment shares for syndicated and third-party serviced credits, maintaining precise allocation records and strengthening inter-lender financial transparency.
• Evaluate final loan documentation to confirm interest computations, repayment structures, and participation interests, reducing downstream disputes and reinforcing underwriting alignment.
• Generate detailed transaction, cash flow, and portfolio performance reports for Finance, Lending, and Senior Management, supporting executive oversight and data-driven credit risk assessment.

Core Skills:

• Loan Boarding Administration
• Escrow Reserve Reconciliation
• Participant Loan Accounting
• Rate Modification Processing
• Portfolio Performance Reporting
• Servicing System Controls

• Drive lead conversion across the firm’s platform and strategic partnerships, nurturing prospective students through structured outreach that advances enrollment and revenue growth objectives.
• Engage students via phone, email, and video consultations to meet defined sales targets, clearly articulating platform value propositions that accelerate service adoption.
• Establish and maintain a consistent GradRight brand voice across digital and direct channels, strengthening market positioning and reinforcing credibility within competitive student financing segments.
• Lead end-to-end financial advisory for enrolled students, assessing funding requirements and structuring solutions that align timelines with academic intake schedules.
• Coordinate with multiple financing institutions to secure timely disbursements, reducing funding cycle delays and ensuring seamless closure of approved education loans.
• Leverage customer insights to refine existing offerings and design new products, collaborating cross-functionally to enhance solution relevance and support shared performance goals.

Core Skills:

• Education Loan Advisory
• Student Lead Conversion
• Financial Product Development
• Institutional Funding Coordination
• Sales Pipeline Management
• Brand Communications Strategy

• Collaborate across servicing, finance, and credit teams to deliver defined service standards, reinforcing accountability and consistent performance across enterprise loan operations.
• Develop and maintain comprehensive departmental operating manuals, institutionalizing documented procedures that strengthen control, consistency and regulatory readiness across multi-product portfolios.
• Oversee loan payoffs, partial releases, and satisfactions, supervising end-to-end processing to ensure accurate lien resolution and compliant record retention.
• Administer enterprise Credit Bureau Reporting and monthly loan review responses, directing corrective maintenance actions that preserve data integrity across 100% of reported accounts.
• Reconcile participatory credits and general ledger accounts, balancing complex shared structures to safeguard financial accuracy and investor transparency.
• Assess personnel performance, recommend goal alignment strategies, and compile weekly and monthly activity reports, supporting executive oversight and informed operational planning.

Core Skills:

• Credit Bureau Reporting
• Participatory Loan Accounting
• Loan Payoff Administration
• General Ledger Balancing
• Procedure Manual Governance
• Performance Evaluation Management

• Direct Commercial Loan Servicing staff and daily operations across diverse portfolios including real estate, SBA, international, and participations, ensuring disciplined execution from booking through payoff.
• Administer portfolio data within the FIS core banking platform, safeguarding accurate accounting and compliant lifecycle maintenance across thousands of active commercial credits.
• Oversee timely processing of new originations, renewals, and complex shared structures, strengthening system integrity and preserving high-quality asset performance enterprise-wide.
• Evaluate operational workflows and deploy targeted automation initiatives, accelerating turnaround times and reinforcing segregation of duties within regulated banking environments.
• Collaborate with cross-functional Bank stakeholders to implement strategic efficiency initiatives, aligning departmental priorities with enterprise growth objectives and measurable performance benchmarks.
• Mitigate portfolio risk through structured quality assurance controls and comprehensive staff cross-training, elevating technical proficiency and sustaining continuity during promotions, transfers, or absences.

Core Skills:

• Commercial Loan Operations
• FIS Core Administration
• Portfolio Quality Assurance
• Workflow Automation Design
• General Ledger Oversight
• Cross-Functional Coordination

• Develop and maintain comprehensive departmental policies and procedures, enforcing staff adherence and strengthening governance across enterprise loan servicing operations.
• Direct compliance with regulatory, investor, governmental, and corporate standards, integrating audit protocols that sustain consistent adherence across multi-state portfolios.
• Establish measurable service level standards with metric-driven reporting and accountability frameworks, elevating internal and external customer experience across cross-functional teams.
• Coordinate enterprise business continuity and disaster recovery functions, safeguarding critical servicing systems and minimizing operational disruption during contingency events.
• Serve as liaison to core system vendors and deliver bank-wide training on standardized loan accounting practices, enhancing system functionality and workforce competency across all lending units.
• Contribute to new product development, software evaluations, mergers, and loan data conversions, supporting strategic initiatives that align technology, compliance, and portfolio integration objectives.

Core Skills:

• Regulatory Compliance Governance
• Loan Accounting Standards
• Service Level Management
• Business Continuity Planning
• Core System Administration
• Portfolio Data Conversion

• Design and implement standardized servicing processes for team members across active portfolios exceeding 3,000 loans, strengthening execution consistency and reducing operational ambiguity enterprise-wide.
• Cultivate strategic borrower relationships through proactive guidance and issue resolution, increasing project clarity and supporting successful milestone achievement within regulated lending environments.
• Coordinate closely with Account Executives and Asset Management to identify portfolio risks, communicate investor-aligned status updates, and accelerate resolution of emerging loan concerns.
• Deliver structured coaching and monthly one-on-ones to line-level staff, elevating performance accountability and reinforcing technical proficiency across cross-functional servicing operations.
• Monitor portfolio performance and generate recurring management reports for senior leadership, providing data-driven insights that inform credit oversight and capital allocation decisions.
• Advise business operations and technology partners on servicing system requirements, translating field feedback into process enhancements that improve workflow efficiency and reporting transparency.

Core Skills:

• Loan Portfolio Monitoring
• Servicing Process Design
• Borrower Relationship Management
• Risk Assessment Coordination
• Management Reporting Analytics
• Servicing Systems Integration

• Architect and execute enterprise mortgage, consumer lending, servicing, and digital platform strategies across multi-channel operations, advancing service excellence for internal stakeholders and external members.
• Institute comprehensive performance metrics and reporting frameworks covering all servicing activities, aligning departmental benchmarks with organizational objectives and measurable annual targets.
• Lead cross-functional teams of 15+ professionals to surpass annual performance goals, strengthening productivity, accountability, and sustained operational capacity across regulated environments.
• Oversee third-party outsourced vendors supporting complex daily operations, enforcing contractual standards and safeguarding service delivery aligned with enterprise objectives.
• Serve as primary escalation authority for operational challenges and new business initiatives, resolving high-impact issues while supporting strategic growth opportunities.
• Administer departmental budgeting and implement robust control and audit structures, preserving financial discipline and ensuring full compliance with Credit Union and regulatory mandates.

Core Skills:

• Enterprise Servicing Strategy
• Performance Metrics Governance
• Vendor Risk Oversight
• Regulatory Control Frameworks
• Departmental Budget Management
• Digital Lending Platforms

• Administer comprehensive loan maintenance for portfolio and investor-serviced accounts, including payment posting, balancing, IRS and credit bureau reporting, extensions, and renewals, ensuring accurate lifecycle management.
• Oversee servicing of CRE and residential mortgage portfolios, including participation and Freddie Mac credits, escrow administration, insurance monitoring, and new loan boarding across multi-state operations.
• Supervise documentation review, secure file custody, exception tracking, and collateral protection controls, deploying software enhancements that strengthen data security and operational efficiency.
• Validate timely risk rating of loans and related assets in accordance with bank policy, reinforcing credit quality assessment across diverse commercial and consumer exposures.
• Collaborate with senior lending leadership to confirm new products are operationally supportable and collateral structures properly maintained, reducing downstream servicing constraints.
• Drive referral cultivation and targeted marketing initiatives to expand profitable client relationships while meeting monthly performance scorecard objectives and preserving strict loan file confidentiality standards.

Core Skills:

• Commercial Mortgage Servicing
• Investor Loan Reporting
• Escrow Insurance Administration
• Collateral Risk Monitoring
• Loan Documentation Control
• Portfolio Risk Rating

• Support the Loan Servicing Director in executing operational strategies, performance metrics, and policy governance across consumer and mortgage portfolios, reinforcing enterprise standards and measurable accountability.
• Identify profitability enhancement opportunities through applied operations management expertise, recommending cost controls and service improvements that elevate departmental productivity across high-volume environments.
• Oversee loan boarding, payment application, and critical data tracking within the servicing system, safeguarding accuracy and preserving data integrity across thousands of active accounts.
• Provide comprehensive information packages to regulators, auditors, and executive management, ensuring transparent reporting and consistent adherence to Bank servicing policies and procedures.
• Direct full-cycle talent management for diverse Consumer and Mortgage teams, leading hiring, coaching, succession planning, and retention initiatives that sustain high-performance culture.
• Analyze quantitative and qualitative operational data to implement process enhancements and streamline recurring workflows, accelerating delivery timelines and mitigating documented risk exposures.

Core Skills:

• Operational Strategy Execution
• Loan System Administration
• Regulatory Audit Reporting
• Process Improvement Analysis
• Consumer Mortgage Oversight
• Talent Performance Management

• Formulate and present process improvement strategies to executive leadership, influencing operational direction and aligning servicing enhancements with enterprise performance objectives.
• Monitor service quality metrics and regulatory adherence data across banking operations, ensuring consistent compliance with legal, investor, and institutional policy requirements.
• Resolve high-complexity customer matters with direct engagement, mitigating escalations and protecting the Bank’s reputation across sensitive lending relationships.
• Serve as liaison and subject matter expert to internal support functions, coordinating cross-department solutions that expedite issue resolution and strengthen operational continuity.
• Interpret regulatory and competitive developments within lending markets, recommending policy and product adjustments that enhance service delivery and compliance positioning.
• Lead assigned departmental projects and communicate recommendations to stakeholders at all organizational levels, reinforcing lawful operations and sustained governance standards.

Core Skills:

• Process Improvement Strategy
• Regulatory Compliance Monitoring
• Customer Escalation Resolution
• Cross-Functional Liaison
• Lending Policy Analysis
• Operational Governance Reporting

• Supervise Escrow Administration specialists within a large-scale mortgage servicing program, directing daily activities and reinforcing disciplined execution across regulated collateral portfolios.
• Ensure timely monitoring and disbursement of escrowed tax and insurance obligations, protecting collateral assets and sustaining full compliance with investor and regulatory standards.
• Administer loss draft funds and property inspection requirements under Security Instrument terms, balancing customer satisfaction with contractual and regulatory obligations across multi-state accounts.
• Support the Contract Manager through direct oversight of servicing staff, strengthening operational continuity and aligning team performance with program objectives.
• Guide personnel in customer service delivery, program coordination, training, and compliance quality management, elevating consistency within complex mortgage environments.
• Enforce borrower adherence to hazard insurance, real estate tax, and lien-free requirements, preserving asset integrity and reducing portfolio risk exposure across active accounts.

Core Skills:

• Escrow Administration Oversight
• Collateral Protection Compliance
• Loss Draft Management
• Mortgage Program Coordination
• Security Instrument Administration
• Servicing Staff Supervision

• Lead recruitment, training, and performance management of loan servicing staff, building a cohesive team capable of supporting complex commercial and community banking portfolios.
• Oversee end-to-end boarding of loans originated by LASG and Community Bank teams, ensuring accurate system setup and complete documentation before activation.
• Monitor and clear missing data or post-closing documentation exceptions, strengthening quality control and reducing downstream servicing discrepancies across regional operations.
• Collaborate with teams in Boston, Portland, and Lewiston alongside lenders to resolve issues promptly, reinforcing cross-regional alignment and customer satisfaction.
• Serve as primary liaison among Asset Management, Commercial Lending, Processing, Servicing, Accounting, and clients, expediting communication and coordinated resolution of financial matters.
• Direct servicing request workflows and lead complex financial research efforts, ensuring accurate accounting entries and timely closure of outstanding portfolio issues.

Core Skills:

• Loan Boarding Oversight
• Commercial Servicing Management
• Post Closing Quality Control
• Cross-Regional Coordination
• Financial Issue Resolution
• Accounting Entry Reconciliation

• Coordinate customer reporting requests across the commercial portfolio, generating data from Silverlake, Cognos, and nCino systems to support accurate decision-making.
• Oversee investor reporting accuracy and reconcile discrepancies, strengthening financial transparency and ensuring timely submission across multi-product lending channels.
• Establish data integrity controls around reported loan information, reducing error exposure and reinforcing confidence in enterprise reporting outputs.
• Participate in LASG Purchases, Originations, and SBA strategy meetings, aligning servicing support with growth initiatives and cross-functional execution plans.
• Develop and review servicing procedures to ensure compliance with NEB policies and applicable regulatory standards, sustaining audit readiness across operations.
• Contribute to audits and recommend product enhancements addressing billing, payment, deposit, wire, and line of credit processes, resolving findings and improving client transaction experiences.

Core Skills:

• Commercial Portfolio Reporting
• Investor Reporting Reconciliation
• Core System Analytics
• Data Integrity Controls
• SBA Strategy Support
• Regulatory Audit Compliance

• Oversee multi-function operational units within bank operations, directing process execution and ensuring alignment with enterprise service level agreements and performance standards.
• Recruit, train, and coach cross-functional teams of 20+ employees, applying structured performance management practices that elevate productivity, engagement, and succession readiness.
• Assess capacity, volumes, productivity metrics, and SLAs across supervised units, implementing policy adjustments that stabilize throughput and sustain consistent quality outcomes.
• Represent departmental leadership in executive committees and strategic presentations, advancing tactical goals and securing sponsorship for cross-divisional initiatives.
• Lead complex bank system conversions impacting managed units, developing implementation strategies that protect operational continuity and minimize service disruption during transition cycles.
• Administer comprehensive operating budgets exceeding seven figures, delegating fiscal accountability to subordinate managers while enforcing corrective actions to maintain financial discipline.

Core Skills:

• Operational Unit Leadership
• Performance Management Systems
• SLA Metrics Oversight
• Bank Conversion Management
• Strategic Initiative Execution
• Budget Administration Control

• Lead and develop a customer care team within bank operations, driving exceptional service delivery and reinforcing performance standards aligned with enterprise objectives.
• Deliver timely performance feedback and exercise management authority over staffing, promotions, compensation recommendations, and terminations, strengthening accountability across supervised employees.
• Monitor employee-customer interactions and coach improvement strategies, sustaining high-quality service levels and adherence to internal policies and regulatory guidelines.
• Analyze business needs using data analysis, process flows, and diagnostic tools, recommending integrated solutions that streamline workflows and eliminate operational waste.
• Collaborate with cross-functional stakeholders to leverage technology resources and enhance service consistency across multiple business lines.
• Establish departmental goals, manage daily reporting and scheduling, and maintain compliant operating procedures, ensuring workflow efficiency and regulatory adherence across service operations.

Core Skills:

• Customer Service Leadership
• Performance Evaluation Management
• Operational Workflow Optimization
• Regulatory Procedure Compliance
• Cross-Functional Collaboration
• Workforce Scheduling Administration

• Manage selection, placement, development, promotion, and termination of Servicing Representatives, ensuring disciplined workforce planning and sustained performance across high-volume banking operations.
• Establish work procedures, prepare schedules, and expedite workflow distribution, optimizing capacity utilization and maintaining consistent service coverage throughout daily operations.
• Monitor productivity metrics and generate analytical reports for leadership, identifying performance trends that influence service quality and operational stability.
• Analyze departmental activity patterns to detect emerging risks, implementing targeted control processes that minimize financial exposure and operational loss.
• Resolve customer complaints and recommend corrective actions, reinforcing service standards while strengthening trust aligned with the Town and Country Bank brand promise.
• Model organizational values and professional conduct, promoting a culture of accountability and positive engagement across internal and external stakeholder relationships.

Core Skills:

• Workforce Planning Oversight
• Productivity Trend Analysis
• Operational Risk Controls
• Customer Complaint Resolution
• Service Workflow Management
• Performance Reporting Analytics