Loan Operations Vendor Relationship Administrator

SUMMARY/OBJECTIVES

It is the responsibility of the Loan Ops Vendor Relationship Administrator to provide day to day oversight of assigned critical Vendor Relationships and handle overall administration of the vendors.  Provide subject matter expertise in loan servicing with a focus on tax, insurance, forced placed insurance and escrow processes.  Act as primary point of contact for problem resolution and escalations as well as complaint management for vendor related complaints.  Ensure delivery of quality service, provide rapid response, and develop a strong communication link between vendor and the Bank.  May assist with special initiatives or projects; support other areas within Loan Operations as needed.

ESSENTIAL FUNCTIONS

·        Lead regular meetings and oversee assigned critical vendor related accounts to identify, research, and resolve any questions, service quality issues, procedure changes, new loan programs, billing issues, or any other requests made by the vendor or Bank.

·        Work directly with Loan Servicing Leadership to track and monitor vendor performance to ensure all vendor targets are met and complete a vendor analysis as required.

·        Research and evaluate banker escalated issues to understand root cause and ensure remediation actions are taken as it relates to assigned critical vendors or internal processes. Works to discover systemic issues that must be addressed either with vendor or internally.

·        Maintain close relationships with the primary vendor contacts and decision-makers, monitor client satisfaction, and evaluate methods to improve the overall relationship. 

·        Act as an interdepartmental liaison to identify internal process gaps, process improvement opportunities and recommend (and where appropriate help implement) the appropriate course of action.

·        Ensure integrity of and provide required reporting to the Bankers.  Example: posting reports to the Source.

·        Perform comparisons, as needed, to ensure accuracy of data between Bank and vendors.

·        Review monthly reports provided by vendors to ensure service quality and complete a Score Card that is provided to management.

·        Identify possible product and service enhancements for servicing processes; summarize and present ideas for enhancements to Manager.

·        Create and present data to target audiences.  Example:  executive leadership, departmental leadership, etc.

·        Facilitate any requirements for internal and external audits of vendors.

·        Participate and lead through any conversion activities related to mergers and acquisitions.  This will include data collection, process discussions, data mapping, testing phases, production conversion, and post-conversion monitoring, etc as it relates to loans that will be assigned to vendors.

·        Ability to understand/interpret new regulations and servicing guide updates to ensure loans are serviced appropriately by vendors.

·        Assist in analyzing new vendor opportunities.

·        Assist in troubleshooting of system issues with users and vendors.

·        Assist in analyzing and implementing change in the industry. Create system procedures as necessary.

·        Assist in implementing various projects as assigned.

·        Responsible to adhere to all bank policies and procedures and to comply with all applicable laws and regulations as they pertain to the position.

·        Performs all other responsibilities and duties deemed necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES

·        Excellent communication skills to support effectively communicating with all business partners (verbal, written, presentation)

·        Strong analytical and research skills with ability to problem solve

·        Ability to work well under pressure in response to critical demands of the department; meet competing deadlines; and appropriately escalate issues when necessary.

·        Strong interpersonal skills and the ability to work effectively both independently and within a team environment with minimal guidance

·        Ability to provide superior service to internal and external customers

·        Must be exceptionally self-motivated, organized, and able to work in a rapidly changing and fast paced environment.

Qualifications, Education, and Certification Requirements

·        Education:  Bachelor’s degree or equivalent work experience.

·        Experience: A minimum of 3 years’ related  experience in loan servicing functions and vendor management required.  Knowledge of Federal and State regulatory compliance is required.  Experience with FiServ loan servicing software is preferred.

·        Certifications/Specific Knowledge: Proficiencies with Excel, Word, PowerPoint and other MS Office programs.

TRAINING REQUIREMENTS/CLASSES

·        Annual Compliance Training

·        Fiserv training as needed to perform specific tasks

PHYSICAL DEMANDS

This position requires a large amount of time in front of a computer.  Must be able to sit for long periods of time. Must be able to effectively access and interpret information via various computer systems, documents, and reports.

WORK ENVIRONMENT

This position is located in a cubicle environment that may be loud throughout the day.