Loan Servicing Manager I

Join the Loan Servicing team and play a key role in managing operational queues and reporting, while also handling a wide range of client inquiries—with a focus on prioritizing and supporting high touch clients.

As a Loan Servicing Associate I within the Loan Servicing team, you are responsible for day‑to‑day servicing and relationship management for a portfolio of equipment finance loans and leases. The role interprets and administers governing documents, orchestrates client requests and complex transactions, and ensures accurate, timely execution of servicing events within defined SLAs and control frameworks. The role mitigates operational and fraud risk by maintaining collateral perfection, insurance and tax compliance, and high data integrity, while driving process improvements that enhance client experience and operational efficiency (per user instructions).

Job responsibilities: 

• Client service. Act as primary contact for clients, stakeholders and internal clients across onboarding, in‑life servicing, and end‑of‑term, delivering timely, accurate responses and solutions within defined SLAs (per user instructions).
• SLA and KPI discipline. Meet or exceed response and cycle‑time commitments; maintain high first‑contact resolution and accuracy; track performance and contribute to monthly/quarterly reporting.
• Cross‑functional liaison. Provide assistance to the loan production team as required, supporting origination and processing activities to ensure seamless end-to-end service for clients.
• Issue resolution and escalation. Own complex research and root‑cause analysis; coordinate corrective actions; communicate status and outcomes to clients and stakeholders; escalate timely when risk, client impact, or SLA exposure warrants.
• Continuous improvement. Identify process gaps and recurring defects; propose and test enhancements; update SOPs/playbooks; support automation and control‑strengthening initiatives to improve client experience and reduce operational risk (per user instructions).
• Compliance and audit readiness. Comply with applicable laws and bank policies; support internal audits, quality assurance, and regulatory examinations with complete and accurate documentation.

 

Required qualifications, skills and capabilities:

• Bachelor’s degree or equivalent work experience.
• Minimum 3+ years of client‑facing commercial loan or equipment finance servicing experience with direct portfolio ownership and SLA accountability (per user instructions).
• Demonstrated strength in operational risk management, including fraud awareness, control execution, and audit‑ready documentation (per user instructions).
• Proficiency with loan servicing systems and with Microsoft Excel for reconciliations and reporting; ability to maintain high data integrity across systems of record.
• Excellent client communication skills, both written and verbal, with the ability to explain complex terms and resolve issues under time pressure.
• Strong organizational skills to prioritize across high‑volume queues, competing deadlines, and multi‑party dependencies; track record of meeting defined SLAs and quality standards (per user instructions).

 

Preferred qualifications, skills and capabilities:

• Knowledgeable in equipment finance servicing within a bank or captive finance environment, managing complex portfolios across multiple jurisdictions.
• Process re‑engineering and continuous improvement experience; comfort with mapping processes, defining controls, and partnering with Technology/Operations to automate.
• Data analysis and reporting skills to produce SLA/KPI reporting and identify trends and root causes.
• Industry certifications or training in equipment finance, credit, or process improvement.