AVP Loan Service and Operations Support

Job Location US-DE-Wilmington
Full Time


This position provides comprehensive support for Operations process and projects including but not limited to supporting our Loan Portfolio which includes REBL, all Institutional Banking products, CRA and various discontinued products and will take a leadership role when needed to advance related processes and determine the best course of action.  The position provides subject matter expertise with platforms used in Operations and investigate issues and questions regarding the same.   This position may assist with projects, daily operational processes, quality review and oversight of offshore resources as needed to drive operational excellence.


Essential Functions

  1. Support projects involving the various systems utilized within operations. Focus is on building a technical understanding of the processes and procedures, interfaces and integration points with other systems and departments to ensure efficient operations.
  2. Takes initiative in investigating all system or process issues and develop SME-level expertise. Takes steps including contacting vendors, internal IT or other departments to identify root causes and implement solutions.  Train other members of the team to fully understand processes in systems utilized within operational processes
  3. Works closely with management and line of business counterparts to identify requirements and develop processes for supporting new products as they are launched.
  4. Identifies, tests and implements changes to systems as needed to support new products and services.
  5. Provides operational support for loan portfolios and cross trains staff for all loan support roles including Loan Administrator, S/IBLOC loan booking and quality review and REBL support. Provides training, direction and oversight to onshore and offshore teams as needed.
  6. Supports the Operations team in managing participation and third -party servicer activities, reconciliation and payment processing.
  7. Responsible for managing remittance processing and servicer reconciliations for the CRA portfolios.
  8. Supports SOX, internal and external audit processes; researches and provides documentation for audits and look-back requests.
  9. Coordinates, updates, and maintains functional and desktop procedures in accordance with enterprise standards.
  10. Maintains positive working relationships with internal partners such as FTS, REBL, Credit Administration, Finance and IB to foster open communication, provide transparency and efficiently resolve issues and problems.
  11. Supports special projects for the department.
  12. Performs other related duties as assigned.


Education/Experience Requirements

  • An undergraduate degree in a related field or an equivalent combination of training and experience.
  • A minimum of 10 years related experience in back-office loan operations and servicing.

Preferred Qualifications

  • Undergraduate degree in business or finance or an equivalent combination of training and experience.
  • Knowledge of the FIS IBS platform or server bank platforms is a plus
  • A self-starter and strategic thinker who exhibits flexibility and willingness to take on new responsibilities and assignments.
  • Experience reviewing key customer documents and system documentation
  • Proficiency in Microsoft Office suite products, e.g. Excel, Word, Outlook, PowerPoint
  • Excellent verbal, written, and interpersonal communication skills
  • A team player able to work effectively in a team fostered, multi-tasking environment

Background & EEO Statement

Working at The Bancorp BANK, N.A. and Benefits Information: click here


Employment with The Bancorp Bank, N.A. includes successfully passing a background check including credit, criminal, education, employment, OFAC, and social media background history.


The Bancorp Bank, N.A. is an EQUAL OPPORTUNITY EMPLOYER and will not discriminate on the basis of race, color, religion, gender, gender, identity, sexual orientation, pregnancy, citizenship, national origin, age, disability, genetic information, veteran status, or other protected category with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment.


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