Loan Servicing Manager

Wilson Bank & Trust•Lebanon, TN

About The Position

The Connective Force Picture yourself as the lifeblood that ties everything together—the communicator, the problem-solver, the bridge between operational teams. In these roles, you handle urgent calls, craft solutions, and ensure that every signal flows correctly so customers receive the right answers at the right time. You’re the one who steps in when things get tough, the superhero who keeps the mission on track. If you love variety, collaboration, and the occasional customer interaction, this is your stage. You’ll work across teams, solve challenges with a smile, and make sure the entire organization moves as one. POSITION SUMMARY: The Loan Servicing Manager leads a team responsible for the full lifecycle of loan servicing operations, including loan servicing, insurance tracking, escrow administration, and system reviews. This position facilitates compliance with regulatory requirements, supports audit readiness, and drives process improvement across servicing functions. The Loan Servicing Manager reports to the Loan Operations Manager and provides excellent service and support to team members and customers while demonstrating the Company’s values and supporting the mission.

Requirements

High school diploma or GED
3 years of experience in bank lending, loan operations or related field
1 year of supervisory or leadership experience
Knowledge of lending processes, documentation, collateralization, UCC-1 Law, lien perfection, and Deeds of Trust
Solid understanding of lending regulations, loan underwriting, audit standards and risk management relevant to the lending function
Proficient with Microsoft Office and other standard software applications
Strong analytical skills
Effective written and verbal communication skills with strong presentation skills
Excellent interpersonal skills
Detail oriented
Critical thinking and problem-solving skills
High standards for integrity, honesty, professionalism, and work ethic
Commitment to service excellence
Ability to work independently while demonstrating excellent organization and follow through
Demonstrate flexible and efficient time management and ability to prioritize workload
Ability and willingness to work with purpose and a strong sense of urgency
Self-motivated, positive, and enthusiastic
Self-starter with a strong desire to exceed expectations and capable of supporting a team
Maintain confidentiality discretion
Ability to effectively work in collaboration with others to achieve business objectives
Willing to grow and be challenged

Nice To Haves

Bachelor’s degree in related field preferred

Responsibilities

Provide leadership and support to the Loan Servicing team, fostering a supportive and growth-oriented culture
Supervise, train, and mentor staff. Identify professional development opportunities and provide performance feedback on an ongoing basis.
Encourage innovation, efficiency and growth within the team to improve banking processes, manage compliance and inspire excellence
Manage the full lifecycle of loan servicing operations, including loan servicing, insurance tracking, escrow administration, and system reviews
Oversee servicing functions to include payoffs, payment corrections, statements, and maintenance requests
Investigate and resolve loan account discrepancies including balance mismatches, call code errors, and posting issues
Responsible for troubleshooting and correcting system-related errors
Process maintenance requests received via the ticketing system or internal communications
Confirm timely and accurate posting of payments to loan accounts
Respond to customer inquiries related to servicing, payoffs, and account maintenance
Responsible for documenting servicing processes and procedures including revisions as needed
Manage system review checklists to verify compliance with internal policies and regulatory standards
Monitor insurance documentation for collateral and coordinate with third-party vendors for force-placed coverage
Verify compliance with flood and hazard insurance requirements including tracking and reporting
Lead monthly insurance meetings to review procedures and resolve escalations
Evaluate and improve force-placed insurance procedures, including integration with escrow fields and reporting impacts
Oversee escrow account setup, analysis, and disbursements in accordance with RESPA and CFPB guidelines
Verify timely delivery of initial escrow disclosures and annual analyses
Manage escrow exceptions and shortages and coordinate with lenders for corrections
Support internal audits and maintain documentation for SOX and BSA/AML compliance
Prioritize cross-functional collaboration with various business units to facilitate seamless operations and alignment with strategic goals
Maintain strong communication with lending, underwriting, and insurance teams
Evaluate and optimize business systems and procedures to improve operational efficiency, identifying opportunities for refinement and innovation including automation and AI-based document review pilots, and enhancing employee and customer experience
Oversee the management of internal controls, exam needs, regulatory needs, etc.
Participate in recruitment, hiring, and succession planning for key roles in the department
Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional associations
Attend training as requested
Adhere to compliance with all federal bank regulations and laws, including those for consumer protection and the Bank Secrecy Act/Anti-Money Laundering Program
Participate in outside community activities as required
Perform other duties as assigned