Commercial Loan Operations QC/Customer Experience Manager
Flagstar Bank FSB

Job Info

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Job Summary
The Commercial Loan Operations QC & Customer Experience Manager (CLO QC/CE Manager) provides leadership for the timely and accurate review and oversight of the servicing and post-closing QC programs as well as the strategy and oversight of the Commercial Servicing customer experience.
The CLO QC/CE Manager will have excellent knowledge of Commercial Loan documentation/closing, loan servicing and Customer Service. The manager will be responsible for procedures, user guides and workflow. The manager will coordinate with all CLO managers, director as well as the CEC and Salesforce teams to put together an overall strategic plan for quality control and the customer experience. The manager will own the strategy to include conducting regular coordination, monitoring and review meetings to ensure that the strategic plan is being implemented according to the plan and with the different units, ensuring they comply with and complete their respective assignments and committed dates/timelines. The manager will be in charge of monitoring and resolving issues and establishing appropriate controls over the use of the core and ancillary systems by increasing operations efficiency and providing guidance to staff members. Developing the strategic operationalized automation for driving a streamlined approach for the quality control and customer experience processes for the complex commercial lending area.

50% of time: Oversight
oDemonstrates a complete understanding of the commercial loan (core) systems. Works with internal constituents, including Commercial Lending, Credit Administration, CEC, Salesforce team and Finance/Accounting, to ensure user needs are met effectively and efficiently. Identifies opportunities and develops strategies to improve efficiencies and customer service.
oOngoing evaluation of the AFS loan accounting system for continued optimization of system capabilities. Identifies opportunities and develops plans to implement system improvements.
oAssist with development, implementation, and maintenance of commercial loan QC/CE policies and procedures.
oMonitors ongoing loan maintenance to ensure accuracy of existing loan data within core systems.
oMonitors Salesforce cases to ensure SLAs are being met and identify, document and communicate updates to the cases or bringing additional teams online to support automation and process improvement to align for the forecasted growth.
oIdentifies, documents, and communicates operational risk exposures and internal control weaknesses. Ensures full compliance with the Bank's Information Security Policies and Procedures.
oDevelops and maintains key KRI reporting and operational metrics for day to day activities and provide executive leadership reporting on overall functions within loan servicing.

20% of time: Staff Management and Supervision
oProvides leadership, coaching, mentoring, and training of staff as needed
oHiring, firing, setting goals and resolving personnel issues.
oPerforms employee performance reviews and job evaluations.
oParticipates on committees and special projects as assigned.

20% of time: CLO Operations Opportunities
oAdvise management and leadership of operations opportunities, recommendations for growth and improvement, as well as staff planning. Ensures compliance with applicable federal, state and local laws and regulations. Maintains knowledge of and adheres to Regulatory and Flagstar's policies and procedures.

Job Responsibilities:

• 10+ years of experience in management and servicing team functions
• 7+ years of commercial lending practices or related functions
• Bachelor's Degree Required (Business Administration or related field)
• Effective analytical, managerial, organizational, presentation, problem-solving and customer service skills.
• Must possess strong technology skills, including knowledge of commercial loan products and loan systems applications. AFS Level III software expertise preferred.
• Strong interpersonal and communication skills.
• Independent judgment and technical capabilities required to plan, prioritize and organize diversified workload.
• Balance attention to detail with swift execution to support business partners and customer needs

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