Loan Servicing Team Lead

Who We Are

First Fed is a local community bank on an exciting growth trajectory with 15 locations including 11 full-service branches in Western Washington. First Fed was recognized by the Puget Sound Business Journal as a Best Workplace and a Top Corporate Philanthropist. By popular vote, First Fed received awards for Best Bank in The Best of the Northwest, Best Banker in Readers’ Choice by Cascadia Daily News, and Peninsula Daily News named us Best Bank on the Olympic Peninsula. We also received a Best-In-State bank award from Forbes.  

For over 100 years First Fed has served our customers and communities throughout the PNW. We’ve donated over $9 million to non-profit organizations in the past 8 years through our foundations, sponsorships, direct donations, and matched employee donations. Our amazing team has volunteered over 25,000 hours in the past 5 years – many by using our benefit of 3 paid volunteer days per year!  

We welcome applicants from all backgrounds – our diversity makes us stronger. Join our award-winning team!  

Our Values

Own the Outcome: We take responsibility for our work and are accountable for finding solutions. We own our mistakes and follow through on our commitments.

Listen and Communicate with Clarity:  We listen actively and share information in a timely manner. We set clear expectations and explain the context behind our actions and decisions.

Learn, Grow and Improve: Guided by curiosity, we embrace feedback, learning, innovation, and change. We leverage our strengths and explore opportunities for continual growth.

Integrity in Action: We act with honesty and transparency and speak up about concerns. We do what is right and make ethical decisions even when it is difficult.

Engage with Respect and Empathy:  We treat everyone with dignity, kindness, patience, and professionalism. We listen to understand, value different perspectives, and assume positive intent.

Unite as One Team: We collaborate across roles, teams, and departments. We share ideas, offer support, and work together to meet shared goals.

Put Customers and Community First: We focus on understanding and addressing customer needs, building high trust relationships, and delivering a personalized and seamless experience. By serving customers well, we honor our commitment to the communities we serve.

Local Banking. Stronger Communities. Proudly Pacific Northwest.

Position Purpose

Organize, coordinate, and provide technical guidance and expertise in the daily servicing of commercial and/or consumer and mortgage loans.  Provide guidance, training, and technical expertise to other members in the Loan Servicing Department with day-to-day activities in accordance with established guidelines and determine appropriate courses of action. Maintain positive, professional, and cooperative relationships and communication with all staff.  Perform various tasks as assigned in order to service internal and external customers. Provide support of sales and service efforts designed to retain existing customer relationships and enable growth of new relationships.  Ensure sustained profitable growth through support of the bank’s deposit, loan, and fee income goals.

Essential Functions

• Lead the day-to-day activities in Loan Servicing.
• Process assigned, complex loan boardings, quality control reviews, file maintenance requests and payoffs accurately and efficiently and within specified service level agreement timeframes.
• Process customer account requests including posting of payments, providing payoff quotes, tax, and insurance payments, and releasing secured collateral.
• Process specialized loans, complex transactions, or servicing functions.
• Balance the GL on a daily and monthly basis.
• Provide support, guidance and coaching to the loan servicing staff to effectively service all types of loans.
• Develop advanced-level user skills for Cleartouch and related lending interfaces for Consumer, Mortgage and Commercial Loans.
• Direct workload assignments to direct reports with fairness and objectivity, fostering a collaborative team environment.
• Provide support to Loan Servicing Manager and perform delegated tasks on a backup basis.
• Participate in the management of project tasks and duties to support the bank’s future goals for growth.
• Perform quality control audits on newly funded loans and file maintenance.
• Assist in providing new hire and on-going training for loan servicing staff, working closely with the Loan Servicing Manager to identify training opportunities and needs.
• Assist internal and external customers with complex inquiries via phone, email or in person.
• Research and respond to customer inquiries or concerns in a timely manner.
• Provide outstanding customer service to internal and external customers in a courteous and professional manner by telephone, e-mail, fax, or mail.
• Develop and maintain a working knowledge of First Fed and department policies, procedures, and systems.
• Perform related duties and responsibilities as required.

Qualifications & Requirements

• Associate degree or certified equivalency, 3+ years of loan servicing experience, or equivalent combination of experience and education.  Advanced understanding of loans and collateral types, general ledger, and suspense accounts.
• Advanced understanding of a wide range of loan products preferably, but not limited to, consumer, mortgage, commercial, secondary market, SBA, and participation loans.
• Advanced understanding of loan servicing tasks including, but not limited to, investor reporting, escrow processing, and insurance tracking.
• Demonstrated effective interpersonal skills with a focus on the needs of internal and external customers.
• Ability to effectively direct the work of others, including delegating, coaching, and motivating  staff performance.
• Ability to identify individual learning needs/styles and coach/train appropriately.
• Ability to foster an environment of teamwork and cooperation in meeting customer needs and bank goals.
• Active learner with demonstrated ability to seek out resources and address own learning needs effectively.
• Experience with Fiserv products preferred.
• Strong mathematical or general accounting skills.
• Outstanding customer service focus and ability to work effectively and collaboratively with others.
• Strong organizational skills, problem solving skills, and attention to detail.
• Must be able to multi-task in a fast-paced environment.
• Excellent verbal and written communication skills.
• Proficiency in the use of personal computers, standard software applications including Microsoft Outlook, Word and Excel skills.
• Proven ability to work independently.

Physical Requirements

The work requires the ability to operate office machines and equipment, such as personal computers, printers, copying machines and telephones. The work requires the ability to communicate clearly with customers, coworkers, and others in person and on telephones. Work activities involve combinations of sitting/standing for extended periods.

Pay Range

• The pay range for this position is $26.45 - $44.96 per hour
• The typical hiring range for this position is $26.45 - $30.35 per hour
• The incentive plan for this position is the Partnership Incentive plan. It is paid out quarterly with a 5% target payout.
• Employees will be eligible for our benefits package including medical, dental, and vision insurance, paid time off, retirement plans (401k with company match and Employee Stock Ownership Plan), gym membership reimbursement, discounts on our banking products, and more!  Additional information on our benefits package can be viewed at https://www.ourfirstfed.com/careers 

As a community Bank, we know the power in bringing people together from all walks of life. Our communities are beautiful and strong because of their diversity, and it’s important to us that all of our locations reflect the unique diversity of the places we live and work. We are passionate about hiring the very best talent and welcome applicants from all backgrounds. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran

First Fed invites all qualified interested applicants to apply for our career opportunities.  If you are a person with a disability and need a reasonable accommodation to use our online job search or application tools, please email Human Resources  via [email protected] or call 360-460-2605.  Note: This contact information is reserved solely for job seekers requesting accessibility assistance or accommodation in the application process.  Messages left for other purposes may not receive a response.

We are required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor, and the Employee Polygraph Protection Act.