OVERVIEW

The AVP Loan Operations Officer serves as a senior operational resource within the department and is responsible for operational oversight, quality control, procedure ownership, training support, and resolution of escalated operational issues. This role assists management in ensuring operational efficiency, regulatory compliance, customer service excellence, and operational effectiveness throughout the department.

PRIMARY ACCOUNTABILITIES/RESPONSIBILITIES

• Reviews final closing loan documents to ensure compliance 
• Creates new loans in the core banking system 
• Reviews all loan accounts after booking on the core system for accuracy 
• Acts as liaison between Patriot and other participating Banks
• Processes daily GL entries as needed on rejects
• Updates Loan Operations procedures
• Performs account maintenance, including loan extensions and modifications 
• Performs testing on new loan products as needed
• Creates all test files for loan notices on the core system
• Maintains legal documents in proper order and secured in the vault.
• Reconciles participation loan balance confirmation monthly
• Processes and reconciles all incoming wires from participation banks and servicers
• Responsible for the recording of the retail mortgages
• Creates and maintains escrow in loan accounts.
• Ensures accuracy of escrow payments.
• Follows up on escrow shortfalls with Loan officers and Lending Department.
• Ensures that payments are remitted to the tax servicing company and insurance agencies
• Verifies the annual escrow analysis report, sends annual letters and refunds to borrowers when applicable.
• Ensures accuracy in all escrow-related reports and correspondence 
• Assists with monthly board reports
• Assists department manager with training of new members, developing a high level of customer service throughout the department
• Provides superior customer service
• Serves as the primary resource for complex operational issues and exception resolution.
• Reviews and resolves escalated servicing, escrow, participation, collateral, and documentation matters.
• Reviews and approves routine exception resolutions within delegated authority and escalates higher risk matters as appropriate.
• Maintains ownership of department procedures and operational controls.
• Provides quality control oversight of operational workflows and critical operational processes.
• Coordinates implementation and testing of operational enhancements, system changes, and new products.
• Supports internal audits, external audits, regulatory examinations, and compliance reviews.
• Monitors workflow efficiency and recommends operational improvements.
• Provides guidance, coaching, mentoring, and cross-training to department personnel.
• Acts on behalf of management when delegated.

SUPERVISORY RESPONSIBILITIES

• This position does not have direct managerial responsibilities but provides operational leadership, mentoring, training, coaching, and work direction to department personnel as assigned.

EDUCATION and/or EXPERIENCE

• Associate degree or a minimum of 5 years of relevant banking, loan servicing, loan operations, or operational leadership experience.
• Minimum two years of leadership, training, coaching, or supervisory experience preferred.
• Five years of business experience and/or relevant experience in loan operations
• Detailed knowledge of lending products, including residential, commercial, and consumer
• Strong computer skills and knowledge of Microsoft office
• Complete understanding of all loan policies, approval procedures and banking regulations
• Excellent verbal and written communication skills
• High level customer service skills
• Good organizational and follow-up skills
• Demonstrated team spirit
• Strong sense of integrity and personal ethics
• Strong operational leadership capabilities.
• Ability to mentor, coach, and develop team members.
• Advanced knowledge of loan servicing operations and operational controls.
• Strong analytical, problem-solving and decision-making skills.

OTHER QUALIFICATIONS

• Ability to provide guidance and operational leadership to team members.
• Ability to effectively manage competing priorities while maintaining operational accuracy and service standards.
• Ability to review and resolve escalated operational issues in accordance with Bank policies, procedures, and regulatory requirements.
• Ability to maintain confidentiality and exercise sound judgment in handling sensitive customer and Bank information.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable Individuals with disabilities to perform the essential functions. 

Travel: Minimal to no travel required. Occasional travel may be required for training, meetings, or other business-related purposes.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this Job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

EQUAL EMPLOYMENT OPPORTUNITY

Patriot Bank is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, gender identity or expression, sexual orientation, national origin, ancestry, age, disability, medical condition, genetic information, marital status, veteran status, or any other protected status under federal, state, or local law.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required.