Join our dynamic Client Contact Center team as a Loan Servicing Supervisor, where you'll play a pivotal role in delivering exceptional client service. If you're passionate about driving client-focused excellence and thrive in a fast-paced environment, this is the perfect opportunity for you.

As a Loan Servicing Supervisor, you will report to a Loan Servicing Manager for Loan Resolution & Portfolio Management. You will be responsible for assisting the manager in leading a group of loan servicing analysts accountable for performing outbound and inbound calls from Commercial Term Loan (CTL) clients. As an individual contributor, you have a primary function of assisting in the team's daily operations. 

Job Responsibilities:

Build knowledge of CTL loans and services. Drive a high level of service and client experience within the team. Support BAU operations and assist the operations manager in resolving complex queries, escalations, and client complaints. Partner with loan servicing analysts to understand client issues and ensure timely follow-up for client satisfaction. Conduct 2nd tier checks and audits, including call evaluation, QC approvals, and root cause analysis for client survey alerts. Manage and support operation projects, driving continuous improvement through data analysis and performance reporting. Serve as a liaison between client managers, Operations, Treasury, and the Loan Servicing team to provide optimal service. Identify and mitigate issues and risks to prevent fraudulent account behavior and manage controls effectively. Prioritize daily workload to maximize productivity using time management and organizational skills. Project a confident and professional presence to clients, other bank departments, and the community. Escalate complex issues as necessary to resolve client requests in a timely manner.

Required Qualifications, Capabilities, and Skills:

Client focus with a sense of urgency and service excellence Excellent written and verbal communication skills Versatile learner with aptitude for new industry, company, product, or technical knowledge High level of organization and ability to manage competing priorities Consistent professional presence and adaptability to evolving needs Exemplary teamwork skills with a professional, positive, and supportive attitude Prioritization of multiple tasks under pressure for timely delivery Capacity planning, coordination, and interpersonal skills for stakeholder management People management and conflict resolution skills KPI metrics reporting for self, teams, and stakeholders Understanding of US banking and regulatory requirements for data security and protection

Preferred Qualifications, Capabilities, and Skills:

A college degree is preferred, but not required 1-3 years of experience in customer service, operations, sales, or portfolio management, with a preference for experience primarily in banking or the financial services industry. Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.