Loan Operations Supervisor - Consumer Direct/Indirect

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we're committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

The Loan Operations Supervisor - Consumer Direct/Indirect oversees the daily operations related to the onboarding, booking, and collateral perfection of consumer direct and indirect loans within the Loan Operations department. This position plays a critical role in ensuring accuracy, compliance, and operational efficiency across all consumer lending operations. By maintaining high standards of data integrity and adherence to policy and regulatory requirements, this role helps mitigate financial and operational risk while supporting a consistent and positive experience for both internal and external customers.

As a leader in the Loan Operations department, this position has the responsibility of supervising the personnel, productivity, and workflow of the Consumer Loan Operations team. They are tasked with developing and growing staff members to achieve their objectives, advance their skills, and expand their current abilities to reach new goals. This is a leadership position focused on the development and accomplishments of others and the success of the team as a whole.

Essential Responsibilities:

• Supervise assigned personnel including hiring, orientation, training, performance appraisals, scheduling, and work distribution
• Ensure department personnel adhere to all operating policies and procedures and take any necessary corrective action as appropriate
• Maintain proficient knowledge of, and demonstrate ongoing compliance with, all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, and meet all job-specific training requirements in a timely fashion
• Supervise the loan booking process for direct and indirect consumer loans, ensuring accuracy, timeliness, and compliance with internal, regulatory, federal and state requirements
• Oversee exception management by reviewing, tracking, and resolving outstanding documentation or system errors in a timely manner
• Train, coach, and mentor new employees, providing ongoing support to ensure they achieve proficiency and confidence in departmental processes
• Create, maintain, and update department job aids, checklists, and procedure manuals to promote consistency, accuracy, and adherence to best practices
• Collaborate with other Loan Operations supervisors to streamline workflows, reduce inefficiencies, and improve cross-functional processes
• Monitor staff productivity and accuracy, providing feedback and performance evaluations to foster professional development
• Serve as a subject matter expert for consumer loan booking, documentation, collateral, and exception resolution, assisting staff with complex issues and escalations
• Partner with management, compliance, and the direct and indirect processing teams to ensure all booking and documentation processes adhere to applicable regulations, dealer agreements, and internal policies
• Identify opportunities for process improvements and technology enhancements to support departmental efficiency and accuracy
• Assist in audit preparation, reporting, and corrective action implementation for booking and exception-related findings
• Oversee the funding and booking of indirect loan packages, ensuring all dealer contracts and documentation are accurate, complete, and compliant prior to disbursement
• Serve as a primary point of contact related to funding, documentation discrepancies, or loan package deficiencies
• Ensure proper lien and title documentation for direct/indirect loans, coordinating with internal and external partners as needed

Education, Training and Requirements:

• Bachelor's or Associate's Degree in relevant field preferred
• High School Diploma or GED, with specialized loan operations education and training or equivalent experience in similar work environment required
• All applicants must be 18 years of age or older

Skills:

• Highly proficient in reading, writing, grammar, and mathematics
• Above average interpersonal, communication and supervisory skills
• Knowledge of the technical aspects of the loan operations function
• Knowledge of loan policies and procedures
• Strong attention to detail as well as proven organizational and analytical skills
• Highly organized, with the ability to multi-task
• Ability to prioritize and work effectively under time constraints
• Intermediate to advanced computer skills

Experience:

• Three (3) years' experience in loan operations or related position
• Supervisory experience preferred

Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.

The Company is an Affirmative Action, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state or local law.

The Company will make reasonable accommodations for qualified individuals with a disability. If you have a physical or mental impairment and would like to request an accommodation with respect to the application process, please contact the Human Resources Department.