Consumer Operations Manager

Lead, direct and coordinate assigned booking, funding, servicing and reporting activities of the Loan Operations business unit.  Responsibilities include developing and motivating a high performance team committed to delivering an exceptional customer experience to internal and external customers.  Support strategic initiatives of all lending units and continue to find opportunities to make banking easier with Rockland Trust.  Create a learning culture that focuses on continuous process improvement.

Position Responsibilities: 


* Manage the daily loan operations relative to servicing the Bank's, consumer, home equity and residential mortgage loan portfolios.

This includes but is not limited to: new bookings, modifications, renewals, extensions, funding, general loan servicing and loan related reporting. 


* Ensure continued adherence of servicing guidelines as described in Real Estate Settlement Procedures Act (Regulation X), Truth in Lending Act (Regulation Z), Servicemembers Civil Relief Act, Community Reinvestment Act, GLBA, Biggert-Waters Act, UDAPP, FACT Act, etc.


* Ensure system functionality is used properly and to their fullest capacity in order to optimize efficiency and ensure data quality.


* Accurately interpret complex loan documents and properly reflect all terms and conditions in the Bank’s core system. 


* Measure performance to established Service Level Agreements for operational tasks that are recognized by supported business units.


* Establish a strong relationship with the various lending units along with other key stakeholders to ensure efficiency, compliance, and an excellent customer experience.


* Monitor and refine Key Performance Indicators and set target goals that align with industry best standards.


* Assist in the preparation of the annual budget and provide variance analysis throughout the year.


* Promote a positive work environment, one that encourages teamwork and creates a learning culture.


* Keep abreast of regulatory changes affecting Loan Operations with a focus on regulatory changes associated with Bank Holding Companies in excess of $10 billion


* Work closely with the Bank’s Finance department to ensure appropriate accounting treatment for purchased credit impaired loans and other loan related items.


* Review all reporting and models leveraging loan data for accuracy and completeness.


* Assist in the talent development of colleagues through strong leadership, coaching, mentoring, training, and providing colleagues exposure throughout the bank.

 Required Skills and Experience


* Bachelor’s Degree


* 5 years’ experience in banking operations area(s) required with a minimum of three years in supervisory or managerial role.


* Strong knowledge of the Financial Accounting Standards ASC 310 and associated subtopics.


* Knowledge of state and federal regulations


* Exceptional Microsoft Office skills


* Knowledge ...