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Servicing and Quality Assurance Manager
Union Bank
Irvine, CA, United States
Job Details - this job has expired, please see similar jobs below
This position is responsible for control of risk to the Bank by managing daily activities of the documentation team, monitoring quality of funded SBA loans to ensure compliance with SBA eligibility and funding requirements, and providing guidance and training to the SBA production team, which may consist of exempt and non-exempt employees. Under the guidance of the Specialized Lending Loan Administration Manager, ensure appropriate quality control measures are enforced while maintaining high service standards. Responsible for controlling team expenses in alignment with departmental budget.
Major Responsibilities:
30% - LOAN ADMINISTRATION DOCUMENTATION
• Responsible for the performance of assigned documentation team.
• Ensure work products meet production goals and quality control standards while adhering to regulatory, Bank and departmental policies and procedures.
• Identify opportunities to streamline workflows and processes to increase controls, reduce errors, and ensure maximum productivity and efficiency.
• Participate in the development of business requirements to support new systems, enhancements or new product implementation.
• Depending on functional area, position carries monetary (up to $50MM) and/ or non-monetary (documentation) transaction signing authority.
• Responsible for leading the team that is charged with the following documentation duties: Reviewing documentation requests and credit approvals. Preparation of loan documents to ensure integrity of documents and complete document packages which align with credit approvals.
30% - CUSTOMER SERVICE
• Set high, realistic expectations with all customers, including high profile or institutional customers, with results that exceed expectations.
• Anticipate and resolve customer problems in a timely manner and take proactive steps to prevent problems from occurring.
• Develop a process that regularly solicits customer feedback.
• Demonstrate good understanding of business unit dynamics and navigate effectively.
• Reach out to multiple groups to create and sustain a successful culture of collaboration and inclusive teamwork.
• Partner on initiatives to enhance products, service levels and drive performance.
• Enhance the division's reputation by proactively identifying and addressing pain points.
• Proactively initiate an information sharing process and anticipate the information needs of business partners.
• Take proactive steps to recognize, address or minimize conflict.
• Provide multiple desirable alternatives.
• Recognize and celebrate team successes.
20% - HUMAN CAPITAL
• Establish consistent performance standards and ensure adherence to a rigorous performance management program.
• Effectively manage capacity by monitoring key performance indicators and maintaining staffing models.
• Enhance employee competency and effectiveness through training, coaching, and development plans.
• Develop annual salary/promotion plan for team in conjunction with budget process.
• Responsible for interviewing candidates, hiring, writing and delivering annual performance evaluations, salary changes, promotions, and terminations as necessary.
20% - RISK MANAGEMENT
• Review all funded SBA loans to ensure compliance with SBA program guidelines, maintaining audit reports for errors found and tracking completion of error correction.
• Ensure teams take appropriate actions to mitigate Bank risk and operating losses by enforcing control activities and quality control measures, distilling information consistently to team members, and providing ongoing training.
• Interact with auditors during departmental audits by responding to questions or concerns posed.
• In conjunction with Senior Manager, take appropriate steps to provide responses to audit issues, develop plans for corrective action and implement/ deliver plans as promised.
• Surface processes and procedures with control weaknesses and follow up with targeted training to mitigate those risks.
• Ensure procedures and workflows are kept up to date.
• Participate in disaster/ business recovery planning and exercises to ensure team readiness.
Qualifications
• Expert knowledge of applicable Federal regulations, Bank requirements and commercial lending guidelines.
• SBA processing and funding experience required.
• Ability to work in a fast-paced, high-volume environment.
• Ability to work independently and to make informed decisions.
• Strong reasoning and analytical skills.
• Excellent verbal, written and interpersonal communication skills.
• Ability to manage a team, along with strong leadership, presentation and interpersonal skills.
• Minimum 10+ years of direct and in-depth work experience in commercial loan processing including experience in Commercial Lending, including expert knowledge in Real Estate, SBA, and construction lending.
• Advanced technical knowledge in functional area, including applicable legal, regulatory and accounting issues.
• Prior work experience in a supervisory role related to both commercial real estate loan documentation and business loans.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.