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Position:
Loan Servicing Manager II
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Job Id:
4219
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# of Openings:
1
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At First Mid, base salary is one component of our Total Rewards program. Exact compensation is determined by factors such as (but not limited to) education, skills, internal equity, and experience. This position offers additional compensation in the form of discretionary short-term incentives (i.e. bonus, incentives, and/or commission). Benefits for this role include comprehensive healthcare, well-being benefits, paid family leave as well as generous paid time off. Total Rewards also include banking perks, tuition reimbursement, an Employee Stock Purchase Plan, and a 401K plan with company match. Incentives and benefits are subject to eligibility requirements.
Directs and coordinates the loan servicing customer service activities for the Commercial and Consumer lending areas. Responsible for providing oversight and support to the Loan Servicing team who work in multiple locations across our footprint, including managing the day-to-day functions within the department and handling escalation issues from Loan Servicing Managers, branches, and customers.
Responsibilities include, but are not limited to:
- Manages and provides leadership to the Loan Servicing Team including Assistant Managers and staff. Coaches, mentors, and provides guidance to Assistant Managers in areas of staffing, career development, performance evaluations, problem solving, training, etc.
- Holds one-on-one meetings, staff meetings, huddles on a regular basis to develop skills and expertise while improving overall engagement level of the team. Implements activities to keep the team engaged, share information, solicit input, and provide exceptional service to both internal and external customers.
- Accountable for performance of the staff to achieve established goals and a high level of service. Holds team accountable for results and SLAs for customer service.
- Develops and maintains loan servicing objectives, policies, and procedures. Regularly reviews the department's systems, procedures, and policies. Leads the teams in identifying and implementing changes for improved efficiency and overall quality of the department's operations.
- Manages the Bank's complex portfolio of participation loans sold and purchased through wire and balance verification. Ensuring Loan Balances match with the lead bank's accounting system. When discrepancies are found researching and adjusting the system for accurate reporting.
- Develops and maintains an understanding of compliance and regulatory expectations for Loan Servicing including but not limited to Flood Insurance tracking, Forced Placed Insurance, and Consumer disputes.
- Builds and maintains a high-performance culture with discipline around quality, compliance, issue identification and risk mitigation.
- Analyzes processes and workflows to enhance efficiencies, timeliness, and appropriate segregation of duties. Designs solutions and implements changes to increase the efficiency and workflows. Makes recommendations regarding the automation of servicing procedures using available technologies and system applications or 3rd party vendors.
- Manages and holds responsibility for Department projects while maintaining a working relationship with the Project Management team. Mentors and develops the team while leading projects to a successful completion.
- Works with projects related to Loan Servicing guiding planning, mapping, testing, and automation in conjunction with Project Management, Systems Specialists and Loan Application Support.
- Manages, assists, monitors, and provides oversight to the Loan Servicing staff and day-to-day responsibilities to ensure exceptional customer service, loan data accuracy and loss mitigation. These staff duties include:
- Monitoring and tracking of insurance, UCCs, financial statements, titles, etc.
- Imaging of loan documentation - ensuring completion in a timely and accurate manner.
- Paid loan processing - ensuring paid notes are processed and documents are returned to borrowers in an accurate and timely manner.
- Preparation of completed loan files - ensuring documents are filed timely and accurately and that files are kept in a neat and orderly manner.
- Loan transaction posting such as payment reversals/corrections; waiving of late charges, fees, and interest - ensuring timeliness and accuracy.
- Monitoring the timeliness/accuracy of branch or phone requests.
- Responds to escalated/complex department and customer questions regarding loan servicing items. Provides training to the Loan Servicing staff on the resolution of the matter as part of their development plan.
- Interacts with auditors, loan review, compliance, and examiners to assist as necessary. Follows-up and corrects items as addressed to ensure the necessary changes or recommendations have been implemented as directed.
- Provide expertise for system/data conversion for Bank acquisitions and/or system upgrades.
- Remains current and knowledgeable on loan local, state, and federal regulations that affect the Loan Servicing functions.
- Ensures all department personnel are trained at level to maintain service levels.
- Cross-sell bank products and services in a professional manner.
- Complete required training associated with job function.
- Performs other related duties as assigned.
Qualifications
Education/Experience:
- Associate's degree in finance, business, or related field preferred.
- 5+ years bank loan experience required.
- 3+ years management experience preferred.
- Experience working with bank acquisitions and mergers a plus.
- Previous experience managing on site and remote teams a plus.
Skills:
- Strong lending technical skills regarding loan operations.
- Ability to manage, prioritize, plan, and develop strategic plans for the department.
- Demonstrated project management, organizational and analytical skills.
- Strong customer service skills with strong personal attributes to complete goals and resolve issues in a competitive and changing environment.
- Advanced working knowledge of Microsoft Programs including Excel and Word. Thorough knowledge of bank operations, general ledger system and loan operations.
- Thorough understanding of the loan system and the Fiserv Premier system.
- Must be able to work with a significant amount of detailed information in an accurate, timely and confidential manner.
- High level of interpersonal skills to interact with loan officers, customers, and subordinates in a professional manner.
- Adequate knowledge of loan servicing procedures and the respective state and federal laws and regulations governing departmental functions to ensure performance of individual job duties within the proper control environment.
- Have the ability to travel when required for the success of the team.
First Mid Bancshares, Inc. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, protected veteran status, or any other applicable federal or state-protected classification.
THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT
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Pay Range: $70,600 - $88,250 per year
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Apply for this Position
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First Mid Bank & Trust
parental leave, paid time off, paid holidays, tuition reimbursement, 401(k)
Sep 03, 2025