Loan Servicing Supervisor at KEMBA Financial Credit Union – Columbus, Ohio

Title: Loan Servicing Supervisor

Reports to: Director of Commercial Credit & Loan Servicing

Supervises: Loan Servicing Specialist (I, II, Senior/Lead) and Mortgage Post Closing Auditor

Status: Exempt

Objective

The Loan Servicing Supervisor is responsible for overseeing the management and maintenance of loan accounts for commercial, consumer, and mortgage lending. This role involves supervising various administrative tasks related to loan servicing, reporting, processing, account reconciliation, and working with third-party sub-servicers.

Duties and Responsibilities

• Prepares monthly loan reports for consumer and mortgage loans
• Supports Home Mortgage Disclosure Act (HMDA) completion for reportable consumer, mortgage and commercial loans on a monthly, quarterly and annual basis
• Completes daily, weekly, and monthly reports related to regulatory compliance monitoring
• Oversees and supports credit reporting disputes and corrections processes
• Reviews performance with staff to ensure associates are meeting goals and provides training, coaching, and develop action plans when necessary
• Oversees departmental workflow management to ensure timely completion of servicing tasks and regulatory deadlines
• Ensures audit and examination readiness by maintaining complete, accurate, and accessible servicing records.
• Prepares analytical reports for management summarizing servicing performance, error trends, and process gaps.
• Leads process improvement initiatives to streamline workflows, reduce errors, and enhance member experience.
• Develops and updates loan servicing procedures to reflect regulatory changes, system enhancements, and best practices
• Leads testing and validation of system updates, enhancements, and integrations impacting loan servicing.
• Partners with IT and vendors to resolve system performance issues and recommend improvements.
• Assigns tasks and responsibilities to staff to fulfill the department and organization’s business needs
• Completes annual Associate Performance Appraisal Process by documenting feedback on associate performance
• Promotes a culture of personal and professional development and learning for associates
• Prepares staff monthly loan servicing schedule
• Acts as Subject Matter Expert and represent the department as a resource for projects
• Assists Lending Management with weekly staff meetings as needed.
• Provides answers and solutions to staff questions about loan servicing
• Conducts staff quality reviews to audit for accuracy
• Assists management with providing requested documents for audits and examinations
• Assists as Subject Matter Expert for the Skip A Payment program.
• Assists Lending Management in identifying solutions and efficiencies
• Oversees and supports the repossession unit liquidation process, including obtaining repossession titles, posting proceeds checks, canceling insurance and ancillary products, and processing member refunds
• Oversees and supports activity associated with insurance and GAP claims to ensure quick and accurate processing and to maximize recovery amounts
• Oversees and supports activity associated with collateral protection insurance, including processing loss claims, insurance charges and credits, and responding to member inquiries
• Processes paid-off KEMBA loans, including release of collateral, mortgage satisfactions, and paid security agreements
• Conducts payment reversals and modifications to correct errors
• Ensures title work is correctly completed and protects the credit union by filing necessary liens on titles
• Prepares documents for member’s signatures and ensure accuracy of completed forms
• Assists with research and resolution of any member loan-related issues
• Communicates with KEMBA associates, members, dealerships, and other external institutions as needed in day-to-day operations of the department
• Supports enforcing and monitoring flood insurance requirements for all applicable real estate secured loans to ensure compliance with federal regulations and internal policy
• Supports and monitors Servicemembers Civil Relief Act (SCRA) rate-reduction requests and adjustments for all applicable Closed-End Consumer Installment and Open-End HELOC loan types
• Executes loan documentation delivery to partners and imaging
• Performs file maintenance, loan transfers, extensions, modifications, and adjustments on existing loan records with proper documentation within the core system
• Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
• Relates to others beyond giving and receiving instructions:
• Communicates with coworkers or peers without exhibiting behavioral extremes
• Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
• Responds appropriately to feedback from supervisor
• Performs other duties as required by management

Required Qualifications

• High school diploma or equivalent education and experience
• 5 years related experience in Loan Servicing or equivalent
• People leadership experience
• Knowledge of title work and lien filings
• Strong organizational skills and attention to detail
• Values a high degree of accuracy and speed
• Professional demeanor
• Exceptional verbal and written communication skills
• Adapts to quick changes in pace or workload
• Ability to work well independently, or as part of a team
• Assertive problem-solving skills

Physical Demands

The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.

The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.

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