Reporting to the Loan Services Department Manager, the Loan Services Assistant Manager is responsible for the monitoring and general oversight of daily operations within the department. Acts as a primary point of contact for department staff (associates and leadership) as well as other business partners on matters relevant to day-to-day operations. Performs assigned operational duties, including some that are complex and require strong analytical skills to complete. Ensures efficient, accurate, and timely processing of assigned tasks and meets assigned deadlines. May train new and/or less experienced employees in loan servicing job functions. Acquires, maintains and continually increases knowledge of banking, loan servicing, loan products and applicable regulatory requirements. Helps ensure that customer account information and reports are processed timely, accurately and in accordance with Bank and third-party policies and procedures. Compiles data and provides reporting/information to management and other areas of the Bank. Reviews and recommends process improvements to reduce cost, improve efficiency and/or mitigate risk to the bank. Routinely exercises discretion and independent judgment while performing duties. Key Accountabilities: Leadership: • Assists the Loan Services Manager in overseeing day-to-day operations of the loan services department. • Provides support, coaching and constructive feedback to the team as needed. • Remains mindful of the bigger picture, the larger team, the bank’s strategic plan. • Engages in strategic thinking and planning to maximize tactical operations. • Helps create a culture of continuous improvement both within the department and individuals. Operations/Process: • Routinely demonstrates the ability to effectively and efficiently perform assigned duties. • Ensures that production schedules/deadlines are monitored, maintained and met. • Regularly communicates with department and operations staff/management regarding observations and/or suggestions for improving workflow. • Supports department and operations management by ensuring that the department is adequately staffed, has properly trained personnel, and has the necessary tools to complete assigned tasks. • Provides recommendations regarding employment, employee performance evaluations, promotions, salary recommendations, transfers and terminations or assigned staff. • Coordinates/acts as primary point of contract for audits and exams involving Loan Services • Guides and advises subordinates in the more complex phases of work, including training new, temporary, and less experienced assigned personnel. • Proactively communicates to management and team members to ensure timely resolution of all problems and complaints. • Recommends new work methods and techniques to enhance departmental efficiency, reduce expenses and improve customer service. • Works with Loan Services Management to develop and implement training for new/improved processes as well as coordinate general knowledge growth/refresher sessions for department staff and leadership. Customer Experience: • Promotes and acts as a leader/mentor in further developing a customer-centric culture and attitude among staff that always puts the customer first. • Provides the highest level of service and exemplifies You Matter More to each customer. • Assists in research and resolution of complex customer complaints/issues. • Handles escalated customer situations as applicable. Compliance and Control: • Proactively assists in ensuring that the Bank/department complies with local, state and federal regulations. • Proactively researches, analyzes, understands and implements new processes/controls in accordance with new/updated regulations. General: • Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork. • Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook. • Performs additional duties as requested. Key Competencies: Innovation: • Actively seeks opportunities to enhance efficiency and effectiveness within the department. • Challenges existing assumptions and processes, striving to discover new and innovative methods to enhance performance and engagement. • Encourages a culture of creativity and innovation, fostering an environment where team members feel empowered to suggest and implement improvements. Adaptable: • Demonstrates resilience in the face of change, embracing new ideas and challenges with an open mind. • Adapts plans and strategies to accommodate evolving needs and priorities. • Maintains composure and effectiveness under pressure, remaining flexible in approach to achieve desired outcomes. Proactive: • Takes initiative to identify and pursue opportunities for improvement without constant supervision. • Demonstrates a proactive attitude towards problem-solving and self-development. • Seeks out ways to contribute positively to the department and organization, taking ownership of responsibilities and projects. • Maintains strong attention to detail while managing competing demands and deadlines. Integrity: • Upholds high standards of honesty and integrity in all interactions and decision-making processes. • Takes accountability for actions and decisions, while maintaining transparency and ethical conduct at all times. • Respects and preserves the confidentiality of sensitive information, aligning actions with the company's values and principles. Vision/Values: • Aligns daily actions and decisions with the company's mission and values, serving as a role model for ethical behavior and professionalism. • Communicates the bank's vision, mission, and values to team members and stakeholders, fostering a sense of purpose and alignment. • Integrates the organization's vision into strategic planning and decision-making processes, driving initiatives that support long-term goals and objectives. Knowledge/Experience Requirements: • High school diploma or equivalent required college, business or banking professional training helpful. • Leadership/Supervisory experience preferred. • Demonstrates strong organizational skills, effectively managing multiple tasks, projects, and requests concurrently. • Exceptional communication skills, both written and verbal, effectively conveying ideas and information to others. • Strong computer skills including, but not limited to, a working knowledge of Microsoft Office products (Outlook, Excel, PowerPoint, Word, etc.) helpful. Physical Demands/Conditions Requirements: • General office environment. • Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required. Equipment Used: • General office equipment. External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis. At Bangor Savings, we understand the importance of continuing to nurture an internal culture of excellence for each of our employees. We offer internal and external training to assist our employees in realizing their career aspirations including internships, lateral training, management training, and tuition reimbursement. We also offer a unique set of benefits designed to support our employees in living their best life and achieving their goals. Our holistic health and wellness programs allows each employee to customize their approach to well-being. And our pay, rewards, recognition, and incentive programs ensure that they are well-compensated for a job well-done. At Bangor Savings Bank, the work our employees do each and every day allows us to deliver on our promise to make a difference in the lives of people in New England in a way that really matters. Bangor Savings Bank provides equal employment opportunities to all applicants and employees without regard to race, color, religion, gender, sexual orientation, age, national origin or any other class protected under state or federal law and affirmatively seeks to advance the principals of equal employment opportunity. In addition, the Bank is committed to providing equal employment opportunities to qualified persons with disability, veterans, and/or disabled veterans. No question on this application is intended to secure information to be used for such discrimination, this application will be given every consideration, but its receipt does not imply that the applicant will be employed. This application will remain active for a period of 90 days. If, after such time, you still wish to be considered for employment, you must reapply. Bangor Savings Bank does provide workers compensation coverage for employees injured on the job. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.