Loan Services Supervisor (Mortgage and Consumer)

The Loan Services Supervisor is responsible for leading a specific team (or multiple teams) of associates within the Loan Services department. The Loan Services Supervisor is responsible for the management and oversight of all activities taking place within their assigned team(s). Depending on the team(s) being led, these activities may include (but are not limited to) loan-related customer service and account maintenance, new loan onboarding, loan transaction processing and corrections, error research and resolution, investor servicing and reporting, escrow administration, credit bureau reporting, commercial and business loan servicing, loan modifications, loan collateral tracking, and paid-loan processing.

As a member of the Loan Services Leadership team, the Loan Services Supervisor is expected to help provide operational and tactical leadership to the department in support of the overall strategic vision of Operations, and the bank. The Loan Services Supervisor is expected to lead and nuture a customer-centric, “You Matter More,” culture while maintaining and enhancing efficiency and quality of work standards.

The Loan Services Supervisor should continuously acquire, maintain and increase their knowledge of banking, loan-related subject matter/products (including new/emerging product opportunities) and applicable regulatory requirements.

In addition, the Loan Services Supervisor will be expected to build strong relationships with their business partners throughout the organization. A strong skillset in collaboration, building relationships, and solution-based leadership will be required in order to ensure success while involved in issue resolution, project management, and process enhancement.

Routinely exercises discretion and independent judgment while performing duties.

This is a full-time career opportunity based in Bangor, Maine that provides both remote and on-site work options with a required minimum of four days a week in the office. The hybrid (remote/on-site) work option is available upon successful completion of initial training (approx. 90-120 days).

Key Accountabilities:

• Serves as a resource and mentor for associates and routinely/proactively provides support, coaching and feedback.
• Helps create/maintain a culture of continuous improvement, both within team tasks/responsibilities and personnel.
• Serves as a point of contact for internal business partners, auditors/examiners and/or customers on matters relevant to their assigned team(s). 
• Performs assigned operational duties, including some that are complex and require strong analytical skills to complete. 
• Ensures that work schedules/deadlines are monitored, maintained and met.  Responsible for ongoing monitoring and management of team workloads.
• Leads efforts to continue process improvement, with a keen eye on risk management, while also helping to identify potential opportunities to leverage automation and/or robotics. 
• Helps ensure that customer account information and reports are processed timely, accurately and in accordance with Bank and third-party policies and procedures. 
• Compiles data and provides reporting/information to management and other areas of the Bank. 
• Reviews and recommends process improvements to reduce cost, improve efficiency and/or mitigate risk to the bank. 

General Accountabilities:

Leadership – Motivates and encourages others; delegates routine and important tasks and decisions, shares information creates an inclusive environment, recognizes success.

Managing for Results – keeps team accountable for actions, provides resources and support, applies clear and consistent performance standards. Takes ownership of departmental shortcomings, if applicable.

Initiative – Takes independent action, operates as a pro-active self-starter, and acts on opportunities, practices self-development.

Creativity/Innovation – Looks for opportunities to increase efficiency and effectiveness throughout the department.  Has ability to constructively challenge assumptions and seek/develop new and different ways to improve performance and engagement throughout the department.

Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges, works well under pressure, and adjusts plans to meet changing needs.

Proactivity/Initiative – Takes independent action, operates as a pro-active self-starter, and acts on opportunities, practices self-development.

Integrity/Ethics – Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys news whether good or bad.

Interpersonal Skills – Has excellent communication skills, both written and verbal as well as the ability to exhibit active listening skills and being open to other viewpoints, perspectives, etc.

Organizational Skills – Able to effectively manage, prioritize and keep track of multiple tasks/projects/requests at any given time.

Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s mission, vision and values to others, and incorporates vision when planning.

Knowledge/Experience Requirements:

• College degree preferred.
• Prior experience in leading teams/managing people helpful.
• Loan Servicing, banking and/or financial services experience helpful.

Physical Demands/Conditions Requirements:

• General office environment.
• Moderate lifting (to 35 lbs.) required.  Moderate reaching, walking, sitting and standing required.

Equipment Used:

• General office equipment.

Misc.:

• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
• Performs additional duties as requested.

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.