Apply today for the opportunity to lead a growing team! This is an exceptional opportunity to lead a team of individuals and help build out additional functional and technological capabilities. You will have the opportunity to manage a daily workflow, and strategically plan the future of the team.

 

Job Summary

As an Operations Team Lead in the Commercial Term Lending (CTL) line of business, you will lead a team whose functions include customer service inquiries, research requests, reporting requests, escrow processing, account reconciliations, quality control, and exception management.  You may also lead projects that further build out the team structure and strategy.

 

Job Responsibilities 

Manage the team’s daily workflow, deadlines, and productivity standards, providing training where needed. Think strategically and tactically to design an effective process improvement roadmap. Identify process gaps and areas for process improvement, and assist in implementing solutions. Work closely with WLS teams and commercial real estate business functions on operational readiness matters to ensure that anticipated time frames are met. Participate in system testing, as needed, which may occur during non-business hours  Maintain department procedures by partnering with internal resources  Ensure client complaints are reported, logged, and prepare response to correspond as assigned. Maintain sensitive clients listings, engage and follow up with clients or market partners on escalations/issues, summarize key escalations for use in risk event write ups or CB Controls escalation write ups Lead team meetings, performance reviews, monthly 1:1 reviews, monthly quality monitors and one-off coaching/performance improvement opportunities.

 

Required Qualifications, Capabilities, and Skills

3+ years’ experience with commercial loan servicing. Must have experience in tax escrow. Intermediate Excel and PowerPoint knowledge. Proven ability to work independently and collaboratively using excellent judgment. Must be a team oriented individual with excellent communication, collaboration, and client service skills. Must be highly organized, with effective time management skills and ability to work on various projects simultaneously. Analytical skills, including ability to use data to make informed decisions.

 

Preferred Qualifications, Capabilities, and Skills

Bachelor’s degree recommended. Intermediate knowledge in performance metrics. Extensive experience managing high volume workflow and account assignments