GGL Servicing Manager

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Job description

About Us

Join Dogwood, a North Carolina state-chartered community bank named as a Best Employer in North Carolina for multiple consecutive years! Dogwood State Bank has had immense success in recent years with a passion for serving our customers and communities. As a vital asset to Dogwood, our team members play a crucial role in delivering exceptional financial services through our branches and online offerings across the Carolinas. With deep roots in the communities we serve, we pride ourselves on being an employer of destination. At Dogwood, our core values of love and respect shine through in every aspect of our work. We are a dedicated team, committed to making a meaningful impact on the lives of our customers and communities.

Position Summary

The SBA Servicing Manager is responsible for overseeing the servicing and management of Small Business Administration (SBA) Loans. This role includes ensuring compliance with all SBA regulations, managing the loan servicing team, and providing exceptional customer service to borrowers. The ideal candidate will have a strong understanding of SBA lending processes, excellent leadership skills and a commitment to maintaining high standards of accuracy and efficiency.

Key Responsibilities

• Manage the loan servicing process for Dogwood State Bank's national SBA business. This includes disbursements of multi-funding loans, collateral changes/releases, payment deferments and early-stage collections.
• Ensure compliance with SBA regulations and guidelines throughout the life cycle of the loan to comply with SBA Guarantee guidelines and policies.
• Supervise and mentor the loan servicing team, providing guidance on best practices and performance improvement.
• Conduct regular training sessions to enhance team knowledge of SBA products and servicing features.
• Design and implement process and system improvements to enhance risk management and efficiency.
• Foster a collaborative and productive team environment that aligns with the Bank's mission of treating team members with love and respect.
• Develop and maintain strong relationships with borrowers to ensure high levels of satisfaction.
• Assist CCO in management, monitoring, and reporting loan concentration metrics on a quarterly basis. Design, prepare and present regular reporting framework to evaluate loan servicing performance including metrics on delinquency, servicing performance, compliance, customer satisfaction.
• Work closely with Closing Department and Special Assets Group to create smooth transitions throughout the lifecycle of the loan.
• Proactively engage with external stakeholders (SBA, NAGGL, regulatory agencies, etc.) to maintain compliance and address issues.
• Oversee underwriting standards, policies and guidelines development and implementation.
• Work closely with Compliance to ensure all aspects of lending are compliant with Federal and State Regulations, SBA-SOP and DSB Policies.
• Participate in overall management of DSB as a member of the GGL leadership team to assist in achieving long-term profitability, growth, and strategic direction.
• Work collaboratively across DSB, specifically with other leaders, to support the firm's vision, credit goals and a team environment.
• Engage in ongoing training and professional development.

Additional Responsibilities

• Responsibility for following regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identification, detection and determent of money laundering or other unlawful activities.
• Adheres specifically to all Bank policies and procedures, Federal and State regulations, and laws.
• Performs other duties as required.

General Qualifications

• A minimum of 7 years of banking experience, including experience with Commercial small business lending with a concentration in SBA 7A or related loans programs.
• Credit and/or Loan Operations experience is preferred.
• Advanced knowledge of banking products and services.
• Accounting or finance courses would be helpful to understand the roles of the functions supported and in maximizing their support.
• Must be experienced in communicating with customers and top-level executives and familiar with making arrangements for meetings and activities.
• Experience with Jack Henry is preferred, and MS Excel and Word is required.
• Must have the ability to work under pressure, meet deadlines, and keep confidential information.
• Organizational skills and efficiency are an essential aspect of this position.

Physical & Mental Demands

Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must be able to sit, stand, stoop, bend and lift up to 50 pounds. Must have the ability to work the days and hours required to fulfill the essential functions of the position. Quick thinking, adaptability and exercise discretion when necessary.

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