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1978 Commercial Loan Servicing Manager - Durham, NC

The Organization:

Self-Help is a leading national community development financial institution headquartered in Durham, NC. Since 1980, Self-Help has provided $8.5 billion in financing to 159,000 families, individuals and businesses. It helps drive economic development and strengthen communities by providing responsible financial services; lending to individuals, small businesses and nonprofits; developing real estate; and promoting fair financial practices across the nation. The Self-Help family of nonprofit organizations includes Self-Help Credit Union, Self-Help Federal Credit Union, Self-Help Ventures Fund and the Center for Responsible Lending. Through its credit union network, Self-Help serves over 150,000 people in North Carolina, California, Chicago, Florida and South Carolina. Learn more at, and



Position Description:


Oversee all Commercial Loan Servicing functions and supervise the work of commercial lending servicing staff to ensure on-going efficient and quality servicing, compliance with all regulatory guidelines and adherence to organizational policies and procedures. Maintain working knowledge of loan portfolio, loan servicing system, procedures, and transactions so as to guide team and step in as needed to assist and troubleshoot.


Essential Responsibilities:


·         Manage and oversee commercial loan servicing staff deliverables and processes to ensure activities are completed in a timely manner and in accordance with internal policies and procedures as well as state and federal guidelines. Activities include, but are not limited to, managing the accurate and timely processing of the following through team members:

o    Oversee all loan servicing functions, meeting the needs of external and internal customers, including the following functions:

§  Quality control of newly boarded loans

§  Timely and accurate processing of commercial loan billing statements and loan payments, including all forms of monthly payments, payoffs, returned payments

§  Payment remittance and reporting, when necessary, for external participants

§  Interest rate and payment change processing and notifications

§  Modification implementation and quality control

§  Compliance with insurance and property tax requirements, as well as some loan covenants including required deposit accounts and UCC lien continuations

§  Paid-in-full processing to release liens

o    Provide a high level of customer service to external and internal customers that includes being responsive, efficient and professional

o    Develop and implement ongoing procedures for processes completed by Loan Servicing. Identify opportunities for process improvements/efficiencies and update as required due to regulatory changes or new products and implements.

o    Serve as a key manager of commercial vending relationships (not including commercial loan systems). Manage contracts, negotiations, problem solving, and user access.

o    Work closely with leaders/managers of commercial teams to identify opportunities for improvements and ensure member satisfaction

o    Work closely with commercial teams to support workout, modification and foreclosure processes

o    Respond to internal and external audit and examiners requests and findings. Work to remediate any identified noncompliant processes or areas of concern.

o    Direct loan servicing activities to meet established goals and appropriate turnaround time to meet regulatory requirements for time sensitive activities.

·         Serve as a Super User of the Commercial Loan systems, working closely with the Applications Support team to analyze, problem solve and manage system issues.

·         Support the research and investigation of compatibility of future planned system integrations.

·         Provide system support to commercial team staff members on an as-needed basis.

·         Work closely with the Application Support team to implement system releases and updates, trouble shoot issues and install improvements. Advise on system or business process modifications needed to meet ongoing functional and business needs.

·         Implement system solutions to support data analysis needs of users of Commercial Lending data.

·         Manage performance and hold staff accountable for results, accuracy and timeliness of work. Drive strong team cooperation and collaboration and ensure timely and direct communication with all team members.

·         In concert with the Commercial Lending Asset Quality Team Leader, establish specific goals for the department and implement strategies to achieve these goals

·         Support team member coaching, goal setting and professional development

·         Prioritize engagement of staff through coaching, departmental training, and development opportunities

·         Oversee production of all required notices and reports required for government guaranty programs, IRS, regulatory requirements, program debt or equity providers, funders and other special programs

·         Actively participate in or lead internal team assignments and committees

·         Remain current on all regulatory changes that are impactful to commercial loan servicing. Evaluate impact and relevancy to guide strategy for implementation.

·         Manage vendor relationships and act as a change agent to drive Self-Help’s economic inclusion initiatives by integrating supplier diversity and the use of businesses owned by women and people of color in third party contracting and vendor management for relevant products and services

·         Perform other duties as may be deemed necessary


Minimum Qualifications:


·         Bachelor’s degree or equivalent related experience plus 5+ years of experience in commercial loan servicing.

·         Minimum of 2 years of supervisory experience.

·         Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.

·         Preference for working in organizations that prioritize teamwork and collaboration.

·         Ability to build effective relationships with both internal and external partners as needed to effectively address issues and obstacles.

·         Strong written and verbal communication skills.

·         Excellent interpersonal skills.

·         Strong project management skills with the ability to plan, initiate, juggle and lead multiple projects to meet goals, objectives, ad deadlines.

·         Ability to adapt to change with excellent problem-solving skills.

·         Maintain strong and thorough understanding of lending programs and industry related guidelines, policies and processes.

·         Strong technical aptitude including familiarity with servicing systems and the ability to quickly learn and utilize systems.

·         Proficiency with Word and Excel.

·         Ability and willingness to travel and work overtime as needed.



Desired Qualifications:


·         Experience in nonprofit, and/or credit union industry preferred


Physical Requirements:


Frequently requires use of manual dexterity and repetitive motions, primarily with the wrists, hands, and/or fingers.  Must be able to occasionally lift and exert force of up to 40 pounds.




Competitive nonprofit salary, based on experience, plus a generous benefits package.




To apply, send resume and cover letter, describing why you are a fit for this position, to Please include the position title as the subject.  Application must be received by August 26, 2019 to ensure consideration.  Applications received after this date may or may not be considered, depending on the applicant pool.  The position will remain posted until filled.

Self-Help is committed to providing equal employment opportunities to all persons regardless of race, color, class, age, gender, religion, disability that can be accommodated, marital status, ancestry, nationality, family status or sexual orientation.