SVP, Head of Loan Operations/Loan Servicing

Job Description

National Cooperative Bank (NCB) is seeking a Head of Loan Operations to join our team!  The Head of Loan Operations is a key leadership role in the Bank, reporting to the Chief Operating Officer and responsible for leading multiple teams in Virginia and Ohio to deliver operational excellence and superior customer service as a rated servicer across a $5.5 billion portfolio of commercial and commercial real estate assets. The role requires working with business leaders across the bank to enable performance and profitability objectives while effectively managing risk.

The Head of Loan Operations manages critical strategic relationships with regulators, agency partners, master servicers, rating agencies, trustees, intermediaries, and investors, to include Fannie Mae and CMBS. The position shall champion the Bank’s strategic plan, instilling it in individual employees and team strategies, metrics, and day to day operations.

The individual will be a self-directed leader, able to collaboratively operate and influence across all levels of the organization with a demonstrated ability to lead and deliver complex strategic and transformational projects.

Responsibilities Include:

1. Loan Servicing, asset management, insurance and inspection review, and investor reporting for a $5.5 billion portfolio of commercial and commercial real estate assets. Prominent investors are Fannie Mae and private label CMBS investors

2. Consent processing, to include subordinate debt, defeasance, lease reviews and modifications, SNDA (subordination, non-disturbance, and attornment agreement) requests, and development rights, as well as preparing investor consent packages for distribution, collecting and managing fee income generated from investor consents, and maintaining internal supporting tracking reports

3. Manage the Loan Closing Team, responsible for commercial and commercial real estate lending groups

4. Collaborate with Relationship Managers, Business Development Officers, Underwriting, Deposit Operations, and Special Assets to ensure a seamless, consistent customer experience, a well managed servicing portfolio, and to foster an internal culture of cross-selling bank products

5. Champion the efficient and effective utilization of critical systems, in collaboration with IT, including McCracken, Fiserv DNA, nCino, Backshop, Orrman, and Hyland Perceptive Content

6. Collaborate with Loan Administration, Risk Management, Underwriting, General Counsel, outside Counsel, and Capital Markets to ensure conformity with lending guidelines, investor guidelines, and loan documentation

7. Provide effective and efficient Enterprise Content Management services to the bank

8. Ensure data quality via collaboration and expectation setting with core system owners, core system users, report writers, and the Data Strategy and Governance Office

9. Manage critical strategic relationships with regulators, agency partners, master servicers, rating agencies, trustees, and intermediaries, such as the Office of the Comptroller of the Currency, Federal Home Loan Bank, Federal Reserve, Investors, Fannie Mae, and FHA, as well as key vendor relationships

10. Refine policies, procedures, controls, and processes to optimize workflow, while effectively managing risks and ensuring adherence to established regulatory/credit policies and servicing guidelines and contracts and as applicable, investor and rating agency standards

11. Ensure high quality outcomes from internal loan review, compliance reviews, internal and external audits, servicer reviews, and regulatory compliance examinations

12. Identify opportunities to be more efficient via the employment of existing process automation capabilities and the exploration of emerging artificial intelligence use cases

13. Lead a team of 56 employees, precisely executing a $8.6MM budget, enabling budgeted non-interest income of $1.8MM, and sponsoring multiple, simultaneous Project Management Office facilitated projects

14. Serve as a member of NCB’s Management Advisory Council, Credit Risk Management Committee, Operational Risk Management Committee, and Legal and Compliance Committee, with responsibility for monthly reporting and ad hoc presentations

Qualifications/ Experiences:

10 to 15 years leading multifunctional teams in banking and/or financial services, to include in depth experience in both commercial and real estate underwriting and credit analysis

Thorough understanding of the laws and regulations governing financial institutions, the CREFC Industry, to include investor reporting guidelines, as well as thorough knowledge of pooling and servicing agreements

Direct experience building, managing, and sustaining relationships with regulators, agency partners, master servicers, rating agencies, trustees, and intermediaries, such as the Office of the Comptroller of the Currency, Federal Home Loan Bank, Federal Reserve, Investors, Fannie Mae, and FHA

Effective communication skills, written and verbal, in person and virtually, to meet the communication requirements to manage a consent request with various parties simultaneously

Ability to partner with the CEO and Executive Team to achieve strategic priorities

Ability to develop and execute strategic and innovative approaches to business planning, budgeting, and management along with a sound understanding of best practices and technology solutions

Proven leadership ability to successfully manage through ambiguity and rapid market and technology changes

Strong process orientation, the ability to oversee large scale projects, often simultaneously with multiple other projects of varying levels of complexity, and experience managing critical third-party technology relationships

Ability to lead through influence and expertise to drive strategic priorities

Ability to inspire employees and drive culture and engagement that attracts and retains talent

Familiarity with cooperatives, NCB businesses, and products preferred

Education:

Bachelor’s Degree in a business-related field; Master’s Degree preferred

Work Environment:

Hybrid – Work will be performed from both remote and onsite locations. However, hybrid employees should live within a reasonable commute to the office and are expected to work from the office at least two (2) days per week – Tuesdays (required) and at least one additional day. Regular travel between NCB’s Virginia and Ohio offices (2–3-day duration each time) is expected approximately 6-10 times a year, as well as attendance at various industry conferences across the country.

AA/EOE