At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

As a leader in Loan Operations, this position will supervise personnel, productivity, and workflow of the team. Key responsibilities include staff development, skill enhancement and expanding their employees’ current abilities to reach new goals. This position will focus on the development and accomplishments of others and the success of the team.

This position will collaborate with other business units to support strategic objectives, represent Loan Ops on project teams and ensure effective communication to and from project meetings and their applicable Loan Ops teams. Servicing Managers are responsible for the overall functions of their group’s performance, efficiency and financial performance.

Specific Functions:

The Servicing Manager will oversee onboarding of all commercial loans, small business loans, and business banking products to the core system. They will manage the exception handling process, ensuring that timely and accurate resolution of discrepancies.

This position will oversee paid loan processing functions, including payoffs, document handling, and collateral release. They will ensure quality control and verification of new loan booking and daily loan maintenance activities to ensure accuracy, compliance, and data integrity.

The Servicing Manager must have knowledge of state-specific laws and regulations in the states in which CBNA lends, as well as federal regulations including but not limited to the Equal Credit Opportunity Act (ECOA), Fair Credit Reporting Act (FCRA), Bank Secrecy Act (BSA), and the Dodd-Frank Wall Street Reform and Consumer Protection Act.

Essential Responsibilities:

• Lead, mentor and support staff to achieve their goals and department goals
• Manage staff through hiring, training, performance management, scheduling and workload distribution while maintaining appropriate staffing levels and minimizing overtime
• Monitor the efficiency and accuracy of the workflow
• Ensure adherence to policies and procedures; take corrective action when necessary
• Collaborate with leadership and employees to improve operations and customer service
• Provide guidance and support to staff and customers
• Ensure that procedural updates and training are completed as needed, minimally on an annual basis
• Maintain proficient knowledge of, and demonstrate ongoing compliance with, all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, and meet all job-specific training requirements in a timely fashion
• Demonstrate a thorough understanding of complex commercial loans, including participation loans, airfleet loans, and rate swap/derivative loans, to ensure proper onboarding, exception handling, and ongoing maintenance
• Collaborate with business partners and technology teams to drive process improvements that enhance efficiency, accuracy and overall department performance

Ancillary Duties:

• Cooperate with employees within the department and other departments to provide quality service, solve problems, and achieve goals across the bank
• Perform other related duties as assigned

Education, Training and Requirements:

• Bachelor’s or Associate’s Degree in relevant field preferred
• High School Diploma or GED, with specialized loan operations education and training or equivalent experience in a similar work environment required

Skills:

• Highly proficient in reading, writing, grammar, and mathematics
• Above average interpersonal, communication and supervisory skills
• Knowledge of the technical aspects of commercial and business banking loan operations
• Strong understanding of loan policies, procedures, and documentation requirements
• Excellent attention to detail with strong organizational and analytical skills
• Highly organized, able to multitask and prioritize under time constraints
• Intermediate to advanced computer skills

Experience:

• Five (5) years’ experience in loan operations or related position
• Preference will be given to candidates with strong supervisory experience. Minimum of three to five years’ experience is strongly preferred

Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.

The Company is an Affirmative Action, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state or local law.

The Company will make reasonable accommodations for qualified individuals with a disability. If you have a physical or mental impairment and would like to request an accommodation with respect to the application process, please contact the Human Resources Department.