Senior Director, Loan Administration

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Requirements:

• Minimum of seven years of experience, including at least five years of loan servicing and administration experience, ideally in commercial banking or another CDFI, or other relevant experience
• Strong working knowledge of CDFI lending systems with experience on-boarding or upgrading a system
• Knowledge of loan documentation, lending, and portfolio management concepts and terminology
• Strategic thinker
• Strong relationship-building approach
• Problem-solving and creative thinking skills
• Project management skills
• Commitment to continuous improvement
• Strong and proactive communication (verbal and written) and interpersonal skills
• Advanced experience with Microsoft Office applications including Excel
• Experience with loan management systems
• Experience or capacity to learn Salesforce including administration of integrations with loan management systems

Responsibilities:

• Serves as group leader of the loan servicing department providing critical coaching and guidance to loan servicing staff, while closely collaborating with other key stakeholders in Financing (Lending), Finance and Treasury, and Operations suite
• Responsible for retaining and recruiting top talent to provide world class customer service to NFF borrowers
• Supports key data and reporting deliverables that provide executive and leadership team colleagues important information to help make informed decisions about NFF’s various business lines
• Build capacity to support growth internally and externally with other CDFI’s and lending partners. i.e., Servicing Only relationships, more complex participations, etc
• Resolve escalated loan issues, leveraging expertise in servicing standards, internal policies and procedures, and data architecture to facilitate resolutions
• Ensure proper documentation and controls are in place to ensure risk is inherently minimized in process management
• Support relationships with new and existing clients and participant lenders and support them on all loan servicing and online portal related matters
• Collaborate with underwriters, portfolio managers and general counsel on collection of post-closing items and loan disbursement conditions, proactively identifying potential issues and proposing solutions
• Lead conversations with clients in a way that demonstrates empathy and garners understanding of their experiences and needs, including those who have faced barriers to equitable access of capital
• Review loan documentation details and ensure they are accurately updated and represented in Salesforce and Loan Management System known as The Exceptional Assistant (TEA) Administrator
• Manage maintenance of systems and databases for administration, reporting and servicing of loans. This includes the following: loan onboarding, billing, draws, payments, renewals, delinquency management, and ACH set up
• Monitor delinquent payments and coordinate with clients on early collection efforts
• Partner with Finance team to ensure the accuracy of loan records and resolve any servicing issues
• Maintain loan and portfolio files for collateral and financial documents
• Supervise the Specialist, Loan Servicing to ensure they are trained and adequately supported; provide guidance as needed; identify and address skills gaps; support their professional development and achievement of performance-related goals
• Partner with Finance team on identifying loan administration issues and developing a more efficient system for loan processing
• Ensure adequately cross-trained staff in Financing and Finance to avoid temporary disruption to the loan servicing function in the event of workflow surges, staff vacations, leaves, turnover, etc
• Propose guidelines and procedures that will enhance NFF’s portfolio management practices, create a more consistent workflow, better client experience, and maintain high quality, accurate internal data