About This Role :

Commercial Lending Servicing: Covers jobs responsible for activities related to servicing of commercial loan transactions according to bank policies, procedures, and regulatory requirements. This can include customer/client modifications, account maintenance, rebookings, and purchased receivables management to ensure accuracy through life of transaction.

In This Role, You Will 

• Lead a variety of servicing activities for moderately complex commercial products, including coordinating all aspects to ensure customer resolution

• Evaluate and upload data into the systems of record to ensure compliance with all bank policies, procedures, and regulatory requirements

• Coordinate all aspects of resolving open customer service issues; interact with internal and external customers

• Serve as primary liaison and work collaboratively with Sales, Legal, Control and Risk, Technology, and various Operations and company teams as necessary to progress customer-focused needs

• Review and negotiate moderately complex loan servicing transactions, evaluate risks, and devise strategies to mitigate risks and identify procedural modifications

• Serve as an escalation point in the resolution of client issues

• Conduct quality reviews and monitor key performance metrics as related to efficiencies and effective processes

• Identify activities of the team to ensure conformity with established procedures

• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals

• May lead projects, teams, or serve as a mentor for lower-level staff; may contribute to strategic initiatives

• Independently resolve moderately complex issues and lead team to meet deliverables while leveraging solid understanding of the function, policies, procedures, and compliance requirements

Required Qualifications 

• 8 or more years of Commercial Loan Servicing experience, or equivalent demonstrated through one or a combination of work experience, training, military experience, or education. 

• Demonstrated experience independently managing moderately complex to complex commercial loan-servicing activities. 

• Strong knowledge of the commercial loan lifecycle, loan documentation, systems of record, transaction controls, and exception management. 

• Experience reviewing and interpreting servicing documentation and determining operational requirements. 

• Experience resolving escalated customer, transaction, documentation, system, data, or control matters. 

• Experience evaluating operational risks and determining appropriate mitigation or escalation. 

• Experience conducting quality reviews, monitoring critical deliverables, or assessing procedural adherence. 

• Experience providing technical work leadership, training, mentoring, or subject-matter guidance. 

• Experience leading or contributing to projects, process improvements, remediation, or strategic initiatives. 

• Strong analytical, root-cause, problem-solving, consultation, and decision-making skills. 

• Strong written, verbal, presentation, and stakeholder-management skills. 

• Ability to influence outcomes across multiple functions without formal reporting authority. 

Desired Qualifications 

• Experience with commercial real estate, construction, syndicated, agency, participation, or bilateral lending. 

• Experience with trades, assignments, foreign-currency loans, letters of credit, or member-bank activity. 

• Knowledge of loan documentation, collateral administration, insurance, title work, construction budgets, draws, payoff, and release activities. 

• Advanced experience with Loan IQ, AFS, or another commercial lending platform. 

• Experience developing or monitoring operational metrics, quality reporting, exception trends, or service-level performance. 

• Experience supporting audits, compliance reviews, control testing, or issue remediation. 

• Experience leading system changes, process migrations, automation, standardization, or operational transformation. 

• Experience developing training materials, job aids, procedures, or proficiency milestones. 

• Advanced Microsoft Excel, reporting, analysis, or visualization capability. 

Job Expectations 

• Independently lead assigned servicing matters and critical deliverables through completion. 

• Maintain high standards of transaction accuracy, customer service, data integrity, risk management, and control adherence. 

• Promptly escalate material customer, transaction, legal, documentation, system, or control risks. 

• Maintain current expertise across assigned products, processes, documentation, systems, and regulatory requirements. 

• Provide effective technical work leadership while maintaining clear separation from formal people-management responsibilities. 

• Support priority, critical, end-of-period, or high-volume operational requirements. 

What Success Looks Like:

• Being recognized as a dependable senior specialist for moderately complex to complex commercial loan-servicing matters. 

• Driving escalated customer and operational issues to timely, risk-appropriate, and sustainable resolution. 

• Ensuring accurate system data, complete documentation, and strong procedural and control adherence. 

• Conducting quality reviews that identify material defects, emerging risks, and recurring issues. 

• Providing managers and stakeholders with meaningful performance, quality, aging, and exception insights. 

• Identifying root causes and supporting corrective actions that reduce repeat errors, risk, rework, or customer impact. 

• Coordinating critical deliverables and workflow priorities effectively without relying on formal authority. 

• Leading projects and improvements that achieve intended quality, control, efficiency, or customer outcomes. 

• Improving employee capability through mentoring, training, subject-matter support, and clear technical guidance. 

• Building strong partnerships with Sales, Legal, Risk, Control, Technology, Operations, and customers. 

• Demonstrating senior professional judgment across servicing, customer, risk, control, quality, and delivery considerations.