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Central Pacific Bank · 2 months ago

Director, Loan Operations

HONOLULU, HI, US

Full-time

Onsite

Director/Executive

$98K/yr - $134K/yr

7+ years exp

Central Pacific Bank is seeking a Director of Loan Operations to manage their Loan Operations Business Units. The role involves ensuring excellent service delivery, compliance with regulations, and improving customer experience while overseeing all loan-related processes and managing the loan operations team.

BankingFinancial Services

Responsibilities

Management of all loan related processes, including commercial & consumer servicing, payment & loan accounting, loan booking, and mortgage servicing. Works closely with all internal/external business units

The Director works independently on assignments and/or special projects directly related to department functions and strategic goals of the company and is a subject matter expert on loan product servicing escalations

The Director improves the overall customer experience, manages risk, and assures the department is in compliance with all bank policies and procedures, as well as all applicable state and federal banking regulations within the context of their responsibilities

Administrative reporting, efficiency reviews, and internal cross training of staff. Establishes and enforces department/group strategy, standards, policies and procedures. Documents/maintains department procedures and drives continued process improvements

Functions as a subject matter expert on all loan products while leading process improvement projects to increase operational efficiency, improve the client experience, and manage risk. Remains current on loan operations concepts, practices, and procedures to ensure both technical and functional expertise can be provided for system utilization and problem resolution

Communicates directly with customers regarding Loan Operations matters; assist customers with inquiries or problems; research and correct errors caused by bank or customers; research records and make replacement copies for customers (such as statements, letters). Reviews various suspense and house accounts, ensuring they are balanced and items are cleared in a timely manner. Coordinate overall communication, implementation, follow-up and project timeline for all major Loan Operations initiatives as directed by leadership. Handle and resolve internal and external customer problems and complaints with the highest quality of customer service

Directly manages Loan Operations employees in accordance with the organization’s policies and applicable laws; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems. Coach, motivate and develop employees periodically and provide on-the-spot recognition where applicable. Complete annual performance reviews. Develop a career progression plan for employees

Monitors and coordinates vendor processing related Loan Operations. Ensures that KPI standards are met. Ensures department is compliant with SOX reporting. Coordinate, lead and implement projects. Presents objectives, alternatives and cost/benefit analysis

Responsible for maintaining the department’s annual budget process, including but not limited to monitoring and enforcing budget parameters. Provide monthly Management reports

If designated as the Business Unit Compliance Officer (BUCO)- the following duties will apply: Responsible for business unit compliance oversight as the “Business Unit Compliance Officer” (BUCO) with dotted line reporting to the Compliance Division Director. The BUCO is responsible for engaging in activities that contribute to the day-to-day compliance oversight of the business unit and any related third-party vendor relationships in alignment with the Compliance Management System Policy, Bank Secrecy Act Policy, and BUCO Program. The BUCO demonstrates and applies business acumen to promote a culture of compliance and the identification, escalation, and timely mitigation of compliance risks. This role exercises judgment and influence, and may constructively challenge business unit management to support compliance objectives, balancing business strategy with appropriate controls

The BUCO is accountable for implementing the Compliance Management System Policy and Bank Secrecy Act Policy, including but not limited to the following activities: Facilitating the Compliance Risk Assessment process by identifying, assessing, and managing regulatory compliance risks within the business unit

Knowing and understanding all state and federal compliance laws, rules, and regulations (“laws and regulations”) applicable to the business unit, and how such laws and regulations impact or affect the business unit

Keeping abreast of changes to the laws and regulations, as tracked and disseminated on the Regulatory Tracking Log, and implanting regulatory change within the business unit

Attending all management meetings to keep appraised of developments within the business unit that may impact the compliance function

Actively participating in and advising on key business decisions within the business unit, including new or changes to existing products, services, processes, projects, and vendors

Ensuring that the business unit has sufficient resources to adequately manage compliance risks

Reviewing, drafting, and/or updating business unit policies, procedures, processes, guidelines, and controls to ensure that regulatory requirements are sufficiently addressed and that day-to-day activities operate in a compliant manner

Identifying compliance training needs, providing subject matter expertise to support the development of training curriculum, and conducting or coordinating compliance training for the business unit, in addition to and in support of the Compliance Training Program

Conducting and/or facilitating transactional and non-transactional monitoring and testing to assess the business unit’s compliance with all applicable laws and regulations, in support of the Compliance Monitoring Program

Escalating compliance concerns to the Corporate Compliance Department for inclusion on the Issues Tracking Log, and ensuring that any corrective action is taken as necessary and appropriate to address compliance concerns

Supporting the Customer Complaint Program by ensuring that the business unit employees understand and fulfill their responsibilities for reporting and addressing customer complaints

Facilitating regulatory audits and examinations

Completing other compliance related projects and tasks as requested to support the Bank’s Compliance Management System Policy and Bank Secrecy Act Policy

Qualification

Loan Operations ManagementCompliance KnowledgeVendor ManagementProject ManagementCustomer ServiceOral CommunicationWritten CommunicationTeam Leadership

Required

Bachelor's Degree from an accredited 4-year university in Business Administration or related field required

7+ years of experience in Consumer, Commercial, Dealer, and Residential Mortgage required

4+ years in Management role or 1+ years in a Directorial role required

Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated

Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications

Must be able to clearly communicate verbally and in writing with all internal and external customers

Must also be able to hear sufficiently to engage in daily discussions and interactions

Must be able to read and understand bank-related documents

Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time

Must also be able to adapt to different work environments as needed to perform the job