Lending Support Manager

Merchants Bank is seeking a Lending Support Manager.  This on-site position can work from any of our Merchants Bank locations in MN and WI.

This position will mentor, coach, and train the Lending Assistant team to provide support for sales, service, processing, and various operational duties to serve our external and internal customers.  This individual will direct, oversee, and assist Lending Assistant Team Leads with training, development, documentation and implementation of consistent processes and procedures, and work in cooperation with other departments to provide consistent, exceptional customer experiences. The Lending Support Manager will fulfill day-to-day Lending Assistant responsibilities on an as-needed basis.  In addition, this individual will be expected to have knowledge of banking products and services. 

Extensive knowledge and experience of commercial and consumer lending and banking regulations, department operations, policies and procedures required. Prefer Associates Degree or higher with experience in a leadership role. 

Please click on Apply Now or apply in person at any Merchants Bank location. Questions can be emailed to hr@merchantsbank.com. Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Managerial Responsibilities:

• Create a cohesive work environment by building relationships between and directly with Lenders, Lending Assistant Team Leads, Lending Assistants, Credit Administration, and Loan Servicing.
• Provide appropriate orientation/training and mentoring for the Lending Assistants on a continual basis.
• Responsible to lead, coach, and develop Lending Assistant Team Leads and Lending Assistants by developing and documenting efficient processes and providing career coaching. 
• Train Lending Assistant Team Leads and Lending Assistants on loan documents, correspondence, and customer follow-up.
• Attend cross-functional meetings with internal departments and communicate outcomes with Lending Assistant Team Leads and Lending Assistants.
• Travel, as needed, to visit branch locations and build rapport with respective teams.
• Delegate assorted duties, assign creating and/or pulling reports, and special projects as needed.
• Partner with HR and Chief Credit Officer during the recruiting process to determine staffing levels, review the job description, submit the job requisition, review applications and resumes, and interview to select the best qualified candidates for Lending Assistant Team Lead and Lending Assistant positions.
• Complete the performance appraisals for Lending Assistant Team Leads.  Review and coach on the completion of performance appraisals of Lending Assistants completed by Lending Assistant Team Leads and participate in performance meetings.  Review goals assigned to the roles, so employee expectations and objectives are clear in order to succeed.  Provide feedback on a regular basis.
• Recommend salary increases after consultation with the Chief Credit Officer and HR using the appropriate salary matrix. 
• Approve time records in a timely manner.  Be cognizant of time off and overtime usage.
• Address performance issues with guidance from HR and support from Chief Credit Officer and input of Branch Market President.
• Schedule, prepare and administer Lending Assistant meetings, Team Lead meetings, Training Tuesdays, and Lending Assistant Consistency Meetings and follow up on research items as needed.
• Maintain Lending Assistant Manual and procedure training materials.
• Train Lenders, Lending Assistant Team Leads, Lending Assistants, and external customers on Compass and accessCompass.
• Along with Lending Assistant Team Leads, work with Finance in balancing Compass GL.  
• Responsible for working in cooperation with the Compass system administrator to do troubleshooting as needed.
• Complete training on any updates to the Compass system.
• Maintain the Compass manual for the bank.
• Responsible for being the main contact for Loan Servicing, Finance, and IT for questions and issues related to Compass.

Lending Assistant Responsibilities (As Needed):

• Create Credit Requests within Lending Cloud for the Credit Analyst to complete the credit process.
• Request Commercial Loan documents within Lending Cloud for closings as instructed by lenders or as approvals are presented and complete checklist prior to loan closing.
• Assist Lenders by obtaining required information necessary for loans, i.e., UCC search/copies, order appraisals, pull relationship exception report, title/flood/environmental assessment search, recording fees, customer documents, business corporate documentation, insurance and loan payoffs, etc.
• Work with lenders and SBA vendors for SBA loan approvals and documentation.
• Confirm all necessary loan documentation has been requested and received and all appropriate closing fees have been included on the billing statement/HUD when applicable.
• Perform a Quality Control checkback on loans to assure loan documents match credit authority and approval.
• Assist Lenders at closing by creating cashier’s checks and/or wire transfer of funds, notarize documents and send for timely recording/filing, i.e., satisfactions, mortgages, deeds, and assignments of rents.
• Complete CIP, Beneficial Ownership Form, OFAC, risk rating changes and submit non-accrual loans.
• Attend customer visits and closings with lenders when requested.
• Close loan with customer, if requested by Lender.
• Prepare funding spreadsheet and checklists for booking and send/attach for the appropriate groups.
• Process Commercial and Consumer loans to be booked on the core system.  Ensure that loans are balanced, and all documentation is received at the time of booking.
• Process Non-originated Commercial and Consumer loans.
• If HMDA or CRA reportable, complete and prepare for lender to review in Lending Cloud.
• Follow-up on outstanding documentation needed after closing (insurance, title work, etc.)
• Review insurance documents and complete insurance checklist and drop in appropriate department folder for processing.
• Process construction advances/draw requests, contact title companies/third party to complete inspections and advances.
• Complete customer loan advance/loan payment, late fee waivers, credit card payments, escrow disbursements as needed and payment reversal requests via Intranet form.
• Track FSA Advances and payments for borrowers as required by FSA.
• Assist with work on Floorplan advances & payoffs as needed.
• Supply customers with loan history reports, year-end reports, or any other loan documentation requests.
• Assist Lenders with collection of financial information and other reporting required from customers while working on exception reports.
• Scan incoming financials; drop in appropriate folder to be put in LQAS.
• Generate document cover sheets for completed loan documents and other documents to be placed in LQAS
• Review salutations and contact import group for any updates when reviewing financial letters with lenders.
• Send and assist in the processing on non-accrual documents and funds collected to the appropriate departments.
• Prepare correspondence as requested by Lenders for document signature, security agreement VIN number corrections, etc.
• Work with Lenders and CSR on NSF and UCF charges and reports.
• Complete quarterly audits and maintain collateral vault when list is received from import group and work with audit/compliance group, when needed to get items corrected.
• Provide outstanding customer service by answering telephones, assisting walk-in customers, and by providing on-going lender support to satisfy the customer needs.

• Regular and dependable on-time attendance is an essential function of the job.

• All other duties as assigned.
• Participate in community affairs to increase the Bank’s visibility and to enhance business opportunities. 
• Expected to contribute to a positive working environment through words and actions.
• Maintain good working relationships with outside vendors.
• Adherence to compliance with laws, regulatory rules, and bank loan policies concerning financial institutions and completion of compliance training as required for job description.

Working Conditions:

Travel to other bank locations to assist Lenders, Lending Assistants, and other bank staff with various job duties. Inside working environment, very low noise level, work performed primarily sitting at a desk.  Requires finger dexterity to operate office equipment.

Mental Demands/Competency/Educational Requirements:

Must have above-average written and verbal communication skills and be proficient in Microsoft Word and Excel. This position requires a self-motivated individual that works independently with above average ability or aptitude in areas of reasoning, intelligence, and detail. Requires a well-organized, detail-oriented team player with the strong ability to multi-task and prioritize, problem solve and initiate projects and follow through as needed.  Ability to learn and follow established regulatory and compliance guidelines, policies and procedures.

Internal and External customers’ confidentiality and confidence are critical to success in this position. Must possess strong interpersonal communication skills; ability to help people feel at ease, ability to effectively apply opening and developing techniques to expand relationships.  Must be skilled at handling sensitive situations.  Demonstrated success in handling difficult customers and employee situations.

Prefer Associates Degree or higher with experience in a leadership role.  Extensive knowledge and experience of commercial and consumer lending and banking regulations, department operations, policies and procedures required.

Relationships:

Reports to the Chief Credit Officer/SVP for fulfillment of duties, responsibilities, authority, and for proper interpretation. Will have contact with customers, public, and staff at all bank locations and is to conduct self in a manner that will enhance the overall marketing effort