Commercial Servicing Specialist Manager

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees.  Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Commercial Servicing Specialist Manager

ACCOUNTABILITY STATEMENT

The Commercial Servicing Specialist Manager is responsible for the managerial oversight of a substantial portfolio of commercial real estate, secured, unsecured and specialty loans. They must implement strategies to increase efficiency, maintain quality, and ensure continuous improvement. The incumbent must strictly adhere to established policies and procedures to ensure loans are serviced in accordance with the legal documents. The highest level of integrity and ethics must be exhibited at all times as much of the work is confidential.

ESSENTIAL JOB FUNCTIONS

• Must be able to independently manage all aspects of the Commercial Servicing process.

• Responsible for the day-to-day planning, organizing and operational efficiency of the Commercial Servicing team.

• Responsible for managing multiple teammates, including hiring, training, coaching, performance evaluations and development.

• Manage and prioritize the Commercial Servicing workflow and applicable resources, while performing tasks themselves as needed to ensure efficiency is maintained.

• Responsible for establishing service levels to exceed company expectations.

• Responsible for identifying improvements that will result in lower risk and higher efficiencies.

• Manage the oversight of the maturing loan process to ensure renewals are completed timely, and before scheduled maturity date.

• Resolve all escalations to promote member satisfaction, both internally and externally.

• Create, edit and review Commercial Servicing published/desktop procedures.

• Responsible for year-end tax reporting (1099 A and C).

• Produce accurate reports for use by the department and the Senior team, as applicable.

• Assist in the preparation and participation in internal and federal examinations and audits.  

• Accountable for resolving audit findings related to Commercial Servicing.

• Implement successful measurement tools, processes and quality control methodologies.

• Completes management review of all loan account change request forms.

• Ensure staff receives pertinent training to complete all job-related skills and soft skills to support employee growth and development.

• Completes and administers quarterly reviews and one-on-one’s timely for employee monitoring and coaching opportunities.    

• Completes and administers annual evaluations for commercial servicing specialist staff within credit union timelines.

• Ability to comprehend and adhere to all Federal and State regulations.  

• Monitors calls as needed for quality assurance.

• Responsible for the completion of enterprise risk management (ERM) tasks applicable to the Commercial Servicing team.  

• Ensure that all teammates are properly cross trained to provide back-up support as needed.

• Responsible for assisting, as needed, with Merger and Acquisition projects as it relates to servicing.

• Reviews follow up exceptions, daily performance activity, employee attendance and punctuality.   

• Monitors all servicing related reporting from the core system to ensure they are worked in a complete, timely and accurate manner and that any issues noted are resolved promptly.  

• Promotes technology enhancements that will allow servicing related tasks to be completed more efficiently.

• Responsible for ensuring Servicing employees have the correct access for their job duties.

• Manages all reporting duties, including Power BI reports and the Report Portal.

• Ongoing knowledge of commercial policies and procedures.

• Adhere to VyStar Credit Union policies and procedures with regards to attendance, action items and reporting requirements.  Perform other essential job-related duties as assigned by the Vice President Commercial Servicing.

• Promotes a positive and cohesive environment across all units operating within the Commercial Services team.

• Other duties as assigned by the Vice President Commercial Operations.  

• Ability to lift weighted boxes and files, in some cases over 25 pounds.

• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job:

• Focus - Focus your full attention by carefully listening to and observing client or member.

• Connect - Consistently be friendly and approachable.  Demonstrate your care.

• Understand - Listen empathetically and ask questions (70%/30% rule).

• Counsel - Recommend solutions based on your member’s needs and objectives.

• Advance - Ensure that member’s expectations were exceeded.

• Verify necessary follow-up actions.

JOB KNOWLEDGE

• Minimum of 5 years commercial servicing experience in a financial or lending institution

• Must have professional conduct and appearance, and be self-motivated  

• Excellent communication skills

• Must be organized, detail oriented and effectively multi-task

• Proficient in Word/Excel/Email programs

• Proven supervision experience

EDUCATION

           

College degree preferred, but not required 

DISCLAIMER AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening.  Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources