SVP, Head of Loan Operations

About Us
Capital Bank N.A. is headquartered in Maryland and has been serving our communities since 1999. We stand as a publicly traded company (NASDAQ: CBNK) with over $3 billion in assets. We offer commercial and consumer banking services to clients primarily in Maryland, DC, and Northern Virginia, alongside two nation-wide lending brands; Capital Bank Home Loans and OpenSky, a credit card division that offers and services credit cards across all states. Our personalized approach to banking, paired with cutting-edge technology solutions and a comprehensive suite of products and services, fuels our growth, and enables us to support our customers at every stage in their financial journey.

Come join a bank where our employees thrive and are engaged in meaningful work. For the last 5 out of 6 years, Capital Bank was named one of the "Best Banks to Work For" in the U.S. by American Banker.

Position Purpose

The SVP, Head of Loan Operations manages and is accountable for the day-to-day loan operations of the Bank to ensure maximum customer satisfaction and retention, operating efficiency, loss prevention, and employee satisfaction while ensuring regulatory guidelines are met. This role will oversee the daily tasks of the Loan Operations Department ensuring accurate and timely loan closings and that all items needed for closings are obtained. This role also involves facilitating the loan closing process. This role will lead the day-to-day management of loan operations, oversee staff and processes, supervise the documentation of policies, procedures and controls, and serve as the primary business owner for the Fiserv core system as it relates to lending. This role is responsible for creating and documenting efficient processes, which will permit the Loan Operations Department to operate accurately including the day-to-day operational management of the Bank's conventional, consumer, mortgage, and government guaranteed loan (GGL) portfolios. This role will have oversight of multi-disbursement and construction loan funding to include oversight and interpretation of construction contracts and AIA funds control. This position will be responsible for working with EVP/CLO, EVP/GGL, and Credit Administration staff to set up "Best Practices" for SBA, USDA, FSA, and conventional commercial loans to help effectively manage loans from approval to closing. This role will also be responsible for ensuring staff are properly trained on the Bank's Fiserv core and Bank's written policies, procedures, processes, and controls. The ideal candidate will combine strong operational leadership with deep technical knowledge of core banking systems and a proven ability to build scalable programs, policies, and controls for a diverse loan portfolio.

Position Responsibilities

• Oversees day-to-day loan operations processes and procedures, including boarding, servicing, payments, escrow, payoffs, participations, and collateral management.
• Serves as the subject matter expert ("SME") for all operational aspects of lending.
• Establishes, documents, and maintains robust standard operating procedures ("SOPs"), reconciliation checklists and processes, quality control reviews, and operational dashboards.
• Acts as primary business owner for all loan-related Fiserv modules, including setup, maintenance, configuration, and staff training.
• Partners with IT to implement system enhancements, updates, and data conversion projects.
• Ensures data integrity between the Fiserv core and all reporting systems.
• Supports automation and process improvement initiatives by leveraging Fiserv capabilities.
• Maintains responsibility for certain of the Bank's SOX controls that govern Loan Ops.
• Verifies and reviews consumer and business loans.
• Ensures maximum customer satisfaction and retention, operating efficiency, loss prevention, and employee satisfaction while ensuring all regulatory compliance guidelines are met.
• Works with clients to ensure problems are solved and questions are answered in a timely manner.
• Reviews commercial loan packages to ensure they are prepared according to regulatory and Bank guidelines.
• Reads and understands the related SBA SOP and USDA regulations for the B&I, REAP, and CF programs to effectively interpret eligibility, loan parameters, and loan structure.
• Exhibits strong leadership and organizational skills.
• Manages the Loan Operations staff and ensures staffing is adequate to provide quality customer service.
• Contributes indirectly to the achievement of cost goals by following Bank policies and procedures.
• Creates and conducts performance evaluations for the Loan Operations staff.
• Stays abreast of situations that may cause delays with loan closings and keeps management informed.
• Prepares loan production reports for management review.
• Exhibits leadership and teamwork competencies.
• Ensures customer situations are handled in a reasonable amount of time, assists in answering telephone inquiries and supports the sales team, as needed.
• Generates ideas for efficient operations.
• Assists underwriting staff with diligence gathering and borrower communication to facilitate closings.
• Works closely with Legal teams.
• Coordinates with Windsor Advantage to facilitate all closing conditions.
• Monitors the day-to-day activities of the loan operations staff to ensure compliance of regulatory requirements.
• Verifies that regulatory changes have been implemented by the core processor and in the loan document preparation system to ensure they are up to date to maintain compliance.
• Ensures that the Bank conforms to applicable laws and regulations, reporting requirements, compliance directives and policies such as TILA, RESPA, BSA, Right to Financial Privacy Act, USA Patriot Act, HMDA, ECOA, OFAC, CRA, Fair Credit Reporting, and any other loan related state and/or federal banking regulatory requirements.
• Assists with company expansion and new product and service offerings including researching and answering questions on any state or federal licensing requirements, completion of mandatory filings or registrations as appropriate.
• Assists with other Bank regulatory requirements not specifically related to consumer compliance laws and regulations as needed. This would include regulatory requirements that the Bank is subject to such as Reg O Loans to Insiders, Management Official Interlock restrictions, Golden Parachute restrictions, and compensation standards under the FDI Act.
• Monitors regulatory changes and new laws and advises management and staff of emerging compliance issues and consults and provides guidance in the establishment of controls to mitigate risks.
• Designs and implements loan operations framework to support growth, efficiency, and control.
• Identifies gaps and leads workflow redesign, automation, and control initiatives.
• Works closely across department lines to monitor and update Bank operating policies and procedures to ensure compliance with applicable laws and regulations.
• Creates and manages key performance indicators ("KPIs") and service-level metrics for the loan operations department.
• Partners with business lines, credit, and compliance to align operational processes with Bank strategy.
• Works with the Bank's Legal Counsel in developing and implementing contracts, forms, and/or disclosures necessary to comply with all applicable laws and regulations.
• Works with Compliance Department to prepare a monthly report of Lending Compliance activities for Audit Committee and/or the WTSB Board of Directors meetings.
• Assists Legal and Compliance in coordinating the compliance portion of all regulatory examinations and external audits and serves as the point of contact for all compliance related matters within assigned area(s) of responsibility.
• Assists with the development of the annual compliance training schedule for existing employees and determining compliance training requirements for new hires.
• Administers and delivers training to Bank staff, Senior Management, and the Board of Directors, as appropriate.
• Develops and maintains a library of compliance resources and interprets and disseminates information on regulatory matters to all departments of the Bank within assigned area(s) of responsibility as appropriate.
• Actively participates in the Bank's Compliance Committee, a working committee consisting of Compliance department staff and business unit representatives that will meet monthly to address emerging issues, new and changing regulatory requirements, new product and service initiatives and other items as needed.
• Assists with tracking and HMDA and filing HMDA LAR.
• Assists in the development and administration of credit policies, guidelines, and procedures, and maintains an ongoing comprehensive knowledge of the same.
• Participates in the development of the Bank's credit granting strategies as part of the planning effort through interaction with the CLO.
• Assist and manage multi-disbursement and construction loans including AIA funds control and oversight of construction contracts.
• Active and engaged management of the Bank's overall exception as it relates to each independent portfolio.
• Oversees quality control and exception reporting processes.
• Works collaboratively and cooperatively with other staff to complete loan transactions, promote internal teamwork facilitate learning and enable the loan department's effectiveness.
• Effectively manages and documents expectations and changing priorities.
• Assists with reporting of past dues, special assets, and portfolio reviews.
• Manages team delinquencies both on matured loans and past due monitoring items.
• Exercises discretion and works independently to make judgements with respect to matters of significance
• Discerns items that can impact risk to the Bank and raises such risk up the reporting line.
• Works independently in the performance of office work directly related to the oversight and management of the general day-to-day business operations of the Bank while performing oversight and management of task on behalf of the Bank's customers and clients.
• Adheres specifically to all Bank policies and procedures, Federal and State regulations, and laws.
• Has 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.
• Collaborates closely with Credit, Finance, Risk, and Compliance.
• Performs other duties as required.
  
  

Education and Experience Required

• Bachelor's Degree in a related field such as finance, accounting or business administration or equivalent experience required.
• Additional banking courses through a banking school would also be helpful.
• Minimum of 15 years of experience in all aspects of loan operations, compliance, and consumer and commercial credit is required.
• Proven success managing loan operations day-to-day at the operational level.
• Proven success managing day-to-day operations, including staffing, training, and operational controls.
• Must have hands-on experience running a Fiserv core.
• Experience with core conversions, loan data migration, and system implementations strongly preferred.
• Experience building or scaling a loan operations function in a growing bank environment.
• Must have supervisory experience and experience providing customer service to internal and external customers.
• Experience in other areas of a financial institution would be helpful.
  
  

Technical Knowledge and Skills

• Must have a thorough working knowledge of loan operations processes and techniques.
• A thorough knowledge of fair lending regulations and loan operations guidelines is required.
• Must have working knowledge of, Microsoft Office Suite, Fiserv Premier or similar core processing and ancillary software applications.
• Must have Fiserv knowledge.
• In-depth understanding of loan accounting, collateral perfection, and regulatory compliance requirements.
• A knowledge of the overall aspects of bank compliance is required.
• Knowledge of the various regulatory requirements for a financial institution is required (BSA, OFAC, Privacy, Identity Theft/Prevention, HMDA, RESPA, TRID, etc.).
• Must have a general knowledge of overall processes and procedures in a financial institution.
• Must have excellent communications skills to assist customers with loan operational situations.
• Must be detail-oriented and have the ability to organize tasks and set priorities.
• Must have strong computer skills, including a working knowledge of Microsoft Office Suite, Bank Core Processing System and Loan Origination Systems.
• Must be detail-oriented and have the ability to organize tasks and set priorities.
• Must exhibit strong leadership skills and can work independently.
• Proficiency with Windows-based computer systems and various financial-related software.
• Strong preference for compliance certification (CRCM).

Compensation

• Base Salary Range - $140,000 - $160,000 annually. Final determination of where you are at in the salary range is based on numerous factors such as relevant experience, skill set, education, geographic location, and ability to meet qualifications within the job description.

Working Arrangements:

This is a hybrid role expected to work in office Monday, Tuesday, Thursday, and Friday. This person can sit out of our Rockville headquarters. You will be able to work remotely on Wednesday.

Why Join Us?

• Join a growing company with a culture that fosters an entrepreneurial spirit
• Comprehensive benefits package including Medical, Dental, Vision, Company Paid Life Insurance, Disability Insurance, and more?
• Company Contributions to your 401k - Regardless of your contribution
• Employee Perks: Paid Parental Leave, Employee Recognition Program, Leadership Program, Tuition Reimbursement Program, Employee Bank Checking Account, and much more!
• Generous Paid Time Off and Paid Holidays - Including Paid Charity Hours to support volunteer opportunities

Supporting Businesses. Helping People. Strengthening Communities.
Capital Bank, N.A. is an affirmative action and equal opportunity employer.