Provides specialized support in mentoring, training, and development of the Loan Administration team in support of the Commercial Lending team and customers. Assists Loan Officers in achieving key objectives and is responsible for collaborating to deliver consistent administrative service, enhancing workflow efficiency, fostering collaboration across business lines, and ensuring compliance with lending regulations. Responsibilities include, but are not limited to: Provides coaching and mentoring to the Loan Administration Team to deliver excellent customer service to external and internal customers. Develops and conducts training programs, written procedures, and service level standards for Loan Administration team including but not limited to loan processing, credit administration, policy, compliance, and customer service. Monitors completion of training requirements. Focuses on improving the customer experience by ensuring streamlined loan process, quality control, timely communication, and excellent service. Works with Commercial Loan Processing, Credit Administration, and Loan Servicing to fully utilize system resources including Abrigo and Director and develop efficient workflows. Attend Committee meetings, Roundtables, and other meetings as applicable to ensure timely dissemination of relevant updates and information back to Administration staff. Assists in onboarding new staff members and provide ongoing training to ensure they are well-versed in policies, procedures, and customer service. Monitors results of internal audits for needed improvements and additional training. Responsible for ensuring audit findings have been reviewed with the Loan Officers and Loan Administration team and corrective action has been taken. Responsible for reviewing lending initiatives and working with department heads to set annual goals for Loan Administration across the bank. Assists the Administration team with credit administration and quality control including address changes, exception reports, and other time sensitive tasks by monitoring reports, trends, due dates, etc. Conducts periodic meetings with the Lenders and Loan Administration team on current projects to ensure everyone is informed of system changes and/or applicable regulations. Plays an integral role in loan conversions during acquisitions including due diligence, staffing requirements, system validation, operational changes and training of lending personnel. This includes the development and management of the Loan Administration mentor program for the new team members. Completes required training associated with job function. Performs other related duties as assigned. Qualifications Education/Experience: A bachelor's degree in communication, Finance or Business Administration preferred 5+ years of experience working with commercial loans required. Skills: Exceptional customer service by maintaining thorough knowledge of lending, policies, procedures, and regulatory requirements. Ability to coach, mentor, and train staff. Proficient in Microsoft Office products Thorough understanding of loan systems and vendors Ability to work with a significant amount of detailed information in an accurate, timely and confidential manner. Excellent time management and organizational skills. Sound judgement and decision-making abilities. High level of interpersonal skills to interact with customers, potential customers, real estate professionals, attorneys, and other bank employees in a professional manner. Total Rewards: Competitive health, dental & vision coverage with HSA match 401(k) with employer match + Employee Stock Purchase Plan Generous PTO, paid holidays & parental leave Tuition reimbursement & performance-based bonuses Visit our Total Rewards page to see our full list of benefits Pay Range: $61,300 - $76,600 per hour