Bank Operations, Commercial Lending – General, Credit Admin/Loan Policy/Workout
4 Year Degree
The Director of Loan Operations leads all of the functional teams comprising Loan Operations. This unit is responsible for all aspects of consumer and wholesale loans following their origination for all lines of business. The most complex and widely varying processes in Operations are performed by this team, which is made up of 80 – 100 FTE disbursed across three locations.
The Director is a strategist, understanding the overarching vision for the Bank’s lending activity and determining the best way to execute on the Bank’s goals by using their extensive experience, creativity and judgment. The Director understands and utilizes industry best practices. The Director is also a master of detail with the ability to evaluate practices and procedures to ensure quality outcomes and a seamless customer experience. The Director must deftly move between the macro and micro levels of the organization.
Key corporate support stakeholders of Loan Operations are the Chief Credit Officer, the Chief Accounting Officer, Funds Management and the Chief Compliance Officer. The activities in Loan Operations influence the credit profile of the Bank’s loan portfolio. Accounting relies on Loan Operations to correctly report the Bank’s loan assets in SEC filings. They additionally rely on the strength of the control environment in Loan Operations to ensure that all SOX controls are effective. Accounting’s outside firm, i.e. KPMG, performs continuous monitoring of this unit as a part of their statement on the Bank’s financial reporting. Funds Management relies on Loan Operations to service the Bank’s pledged loan portfolios according to agency guidelines in order to provide needed liquidity. Loan Operations is responsible for the Bank’s compliance with the government flood insurance program and SCRA and each year participates in an exam by the OCC of each of these functions.
Key LOB stakeholders of Loan Operations are the Executives of each of the lines of business – retail, wholesale and each of the specialty lines, i.e. syndications, franchise finance, asset based lending, international and healthcare lending. The Director must possess a working knowledge of each of these businesses. This leader proactively collaborates with the LOB leaders to ensure that the team provides excellent customer service to internal business partners and adheres to all service level agreements. The Director hosts on-site meetings and travels for in-person meetings to foster strong partnership and a seamless customer experience.
The Director promotes and builds the FTB culture and ensures customer service remains the number one priority. The Director proactively manages the culture and the climate of the team by communicating a clear vision, setting expectations and by providing consistent feedback. The Director creates forums and other opportunities to elicit feedback from the team and to build engagement.
The Director serves as a leader and coach and is adept at cultivating and leading individuals with strong business acumen, poise under pressure, impeccable customer service skills and excellent analytical and problem-solving abilities. The Director sets performance goals for the unit and ensures staffing levels are appropriate. Maintaining an excellent reputation in the industry is always foremost in the mind of this leader. The Director casts a positive shadow and builds strong leaders for the company.
The Director is well able to lead at all levels, The Director has approximately seven direct reports with teams at varying levels. The Syndications team is a made up of highly skilled professionals fulfilling and servicing the largest loans made at the Bank, while the FirstData team performs maintenance on consumer and commercial credit cards.
The Director of Loan Operations is an excellent problem solver with a strong understanding of the functions of the Bank’s servicing systems and their interaction with the general ledger. The Director maintains a close partnership and a sense of mutual accountability with the technology team supporting Loan Operations.
Essential Duties and Responsibilities:
Activities include initial funding, scanning and indexing loan files and documents into the Bank’s document repository, monitoring trailing documents, notifying officers of exceptions, lien perfection and release and securing all critical loan instruments in the Bank’s collateral vault. Loan Operations performs all servicing and maintenance throughout the life cycle of the loan. The leader ensures quality of all maintenance over the life of the loan, to include advances, payments, fee computations, modifications, prepayment penalties and ultimately payoff. Additionally, Loan Operations has a team of subject matter experts that provides phone and email support to lenders in all lines of business.
Extensive understanding of the lending ecosystem and concepts
Strong knowledge of loan structures and credit documentation
Deep understanding of processes such as drawdowns, pay downs, line sub limits such as swing lines and letters of credit (L/C)
Knowledge of state statutes/laws to predict changes/impacts to collateral perfection, legal requirements, closing needs and legal documentation for closing.
A thorough understanding of affected federal regulations
Deep knowledge of servicing account maintenance, including loan boarding
A strong understanding of general ledger and reconciling functions
To communicate with the c suite
To lead by example (is viewed as a leader to be followed)
To develop and maintain a work environment that is motivated and participative
· To communicate a vision with team members, peers and executive management
· To champion and drive change for the betterment of the organization
· To build and nurture healthy relationship with partners and lender banks
· To defuse tense situations or difficult customer interactions
· To handle multiple tasks and prioritize
· To work under pressure and remain calm
· To take a systematic approach to work & plan ahead to train/educate others
· To effectively delegate and monitor
Impeccable customer service and customer centric focus
Strong analytical and problem-solving skills
Excellent verbal and written communication skills across all levels of the organization
Attention to detail and able to identify potential issues
Comfort with ambiguity
Education and/or Work Experience Requirements:
Bachelor's degree in Finance or related discipline required
Proven leadership experience
5 to 7 years of experience with administration of lending, including loan closing and servicing
MBA a plus
Knowledge of ALS, FirstData or ACBS loan system a plus
Ability to travel
· Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
· Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
Internal Number: 18-1326
About First Horizon National Corporation
First Horizon National Corporation is a premier financial services company with a long history of success and traditions dating back to 1864. Today, the company, one of the largest bank holding companies in the U.S., is known for exceptional customer service and a deep commitment to our people. We are a team of almost 5,000 employees working in locations in and around Tennessee and capital markets offices in the U.S. and abroad serving more than 460,000 consumer customers and 55,000 businesses. The strong relationships we forge with our customers and employees provide the foundation for our future success as we grow our strong, community-focused regional bank and capital markets group.
First Tennessee is a community-focused regional bank that makes its home in Tennessee, where we have earned the largest market share of business and individual customers. We have the most loyal customer base in Tennessee and one of the highest customer retention rates of any bank in the country.
FTN Financial is an industry leader in fixed income sales, trading, and strategies for institutional customers in the US and abroad. FTN Financial also provides investment services and balance sheet ma...nagement solutions. With an average daily trading volume of over $5 billion, FTN transacts business with approximately one-half of all domestic depository institutions with portfolios larger than $100 million.