Commercial Operations Loan Department Manager

Description

At Citizens, we are more than a bank! Here, you will experience new things, create new opportunities, think beyond role, and make an impact! In the Commercial Ops Loan Dept Manager, you will manage a team of specialists that analyze and execute a wide range of commercial lending operational processes, including insurance monitoring and tracking (Flood, SBA, Hazard, other), loan and collateral documentation, UCC continuations, Tax Monitoring and Paid Loans/ Collateral Release for a commercial loan portfolio. Oversees and enforces risk mitigation controls, maintaining a high level of data stewardship, adhering to Bank policies, procedures, reporting and regulatory requirements, while ensuring exceptional customer service to commercial and small business clients.  Subject matter expertise in reporting, credit policy, regulations, loan terms, and collateral monitoring over the life of the loan is required (including insurance, flood insurance, UCCs, vehicle titles, tax, discharges of mortgage, paid loans). It is expected that the position holder has extensive commercial loan experience, independently performs responsibilities with limited direction and will also be required to perform the tasks that the team is responsible for.  Most importantly, as part of our team, you are made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself!

Primary responsibilities include

People Management:  Provides positive feedback and recognition, highlighting successes and sharing best practices. Assesses individual performance accurately and provides timely feedback.  Rewards individual success. Coaches colleagues to drive performance improvement and uses personal development plans to help individuals review development and measure improvements in performance. Assigns stretch opportunities to promote colleague development.

Stakeholder Management: Supports business partner expectations by creating feedback mechanisms to improve customer and colleague satisfaction as well as risk management.  Collaborates with business line partners on customer, departmental and corporate initiatives.  Influences decision makers by persuasively presenting thoughts and ideas to gain commitment and agreement on proposed solutions.

Customer Expectations: Independently initiates and executes commercial loan transactions with a high level of accuracy that meet customer and business partner expectations. Regularly engages with commercial loan customers or their representatives. Prioritizes work in a time-sensitive manner. Resolves highly complex customer issues with minimal guidance, escalating as appropriate. Customer base includes those with specialized service requirements and subsequently, additional compliance requirements. Demonstrates understanding of commercial lending products as well as market verticals. Models behaviors that exemplify superior customer service for junior associates less experienced colleagues.

Risk & Control: Adheres to regulatory (federal and state) as well as corporate policy requirements for commercial lending, credit risk and operational risk. Creates procedural controls to maintain a high level of data quality and a state of internal and external audit readiness. Develops activities that ensure that key performance indicators and service levels are met.  Identifies and manage issues that present unnecessary risk to customers and the bank.  Initiates corrective action to remediate inaccuracies or exceptions with customer or bank impact.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Proficient knowledge of commercial loans, including collateral monitoring over the life of the loan (including insurance, flood insurance, UCCs, vehicle titles, discharges of mortgage, real estate taxes, paid loans) 
• Strong knowledge of department applications and systems preferred, including Salesforce, AFS, Loan IQ, Alfresco, Dealertrack, CSC, Core Logic
• 5 years of management experience preferred
• 5 + years with MS Excel Word, Power Point required
• 5+ years of excellent customer service skills required
• Excellent organization skills required
• Excellent ability to multi-task required
• Excellent time management skills required
• Excellent written and verbal skills required
• Excellent interpersonal skills required

Education:
Bachelor Degree Preferred

Hours & Work Schedule

Hours per Week: 40
Work Schedule:  Monday –Friday  8:00 AM to 5:00 PM (Hybrid 3 days in office, 2 days remote)

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens), provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability, or history or record of a disability, ethnicity, gender, gender identity or expression, transgendered and transitioning individuals, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.