Ascend Bank · 2 weeks ago
Loan Servicing Manager
Wallingford, CT
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expAscend Bank is seeking a Loan Servicing Operations Manager who will be responsible for the strategic oversight and performance of the Bank’s loan portfolios. The role involves leading a team to ensure compliance with regulatory requirements, fostering a culture of innovation, and optimizing technology to enhance operational excellence.
BankingFinancial ServicesLendingPersonal Finance
Hiring Manager
Jaclyn Euskolitz
Responsibilities
Develop and execute a strategic roadmap for loan servicing aligned with organizational goals
Lead cultural transformation initiatives to build a high-trust, high-performance environment
Champion innovation and continuous improvement across all servicing functions, including inbound/outbound customer service, lien and title administration, escrow account management and tax document preparation
Align servicing operations with broader digital transformation efforts
Overhaul employee culture to promote engagement, retention and career advancement
Set clear goals and expectations; Implement structured development plans, mentorship opportunities and recognition strategies
Lead and cultivate a culture of curiosity, innovation and continuous learning, encouraging team members to challenge the status quo and propose improvements
Promote a growth mindset and foster a collaborative, inclusive and high-performance work environment
Build a talent pipeline through succession planning and cross-functional exposure, eliminating single points of failure in knowledge, systems access and process execution
Ensure timely, accurate and compliant servicing of all loan portfolios; memorialize legacy knowledge while simultaneously identifying gaps, inefficiencies, and areas requiring immediate stabilization
Maintain expert-level knowledge of regulatory frameworks (RESPA, TILA, Homeowners Protection Act, etc.) and ensure team adherence to all compliance, audit, and policy requirements
Establish comprehensive documentation of all loan servicing processes, systems and procedures to ensure operational continuity and create a sustainable knowledge base for the team
Lead procedural redesign by evaluating current-state operations and systematically redesigning workflows to enhance efficiency, audit readiness, risk mitigation, and scalability
Collaborate with internal audit, compliance and legal to proactively address findings; lead related control initiatives
Maximize use of existing platforms (e.g., Jack Henry Silverlake, Abrigo, Confluence, SharePoint)
Identify and implement automation opportunities to improve efficiency, accuracy and customer satisfaction
Serve as a business lead on technology projects to guide and implement change initiatives, ensuring servicing needs are prioritized
Stay abreast of industry trends and emerging technologies to maintain a competitive edge
Establish and monitor SLAs and KPIs to measure performance and identify opportunities for improvement, growth and advancement
Integrate analytics into daily operations to inform decisions and drive strategic initiatives
Lead initiatives focused on scalability, efficiency and service delivery optimization
Ensure exceptional service through timely and empathetic customer interactions
Monitor quality control metrics and implement corrective actions to enhance service delivery and customer satisfaction
Balance operational rigor with a customer-first mindset
Act as a strategic liaison between loan servicing and departments such as Call Center, Retail Banking, Accounting, Asset Recovery, Compliance, and Technology
Represent the department in audits, committees, and enterprise-wide initiatives
Direct supervision of Commercial, Mortgage, and Consumer Loan Servicing Specialists/Representatives
Oversight of post-closing loan system setup and all servicing functions
Support training and development of Retail, Customer Contact Center and Special Assets teams
Opportunity for further team growth and development of leadership or supervisory roles
Qualification
Required
Bachelor's degree required
8+ year's progressive experience in loan servicing or lending operations
Proven track record of leading teams and transforming legacy operations into well-documented, optimized and scalable processes
Strong understanding of regulatory compliance, lending operations and servicing best practices, including investor requirements
Experience managing cross-functional projects and collaborating with software vendors
Motivational leadership and strategic thinking
Proficiency in data analysis, digital tools and banking platforms
Ability to evaluate and implement emerging technologies
Excellent communication and stakeholder management abilities
Strong analytical and problem-solving skills; able to use data to drive decisions and improve processes
Technical proficiency in core banking systems, Microsoft Office Suite and project management tools
Company
Ascend Bank
Ascend Bank is a financial service company that provides term loans, personal financing, home lending, and commercial real estate services.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Hartford Business Journal
2026-01-03
Company data provided by crunchbase