Loan Operations Manager

Gateway Bank, FSB is a federally chartered savings bank headquartered in Oakland, California, with a strong history of serving the San Francisco Bay Area since beginning operations in 1990. With offices in Oakland’s Chinatown and Walnut Creek, the Bank is deeply rooted in the communities it serves and is committed to providing personalized banking solutions to individuals and businesses. Gateway Bank combines local decision-making with a relationship‑driven approach, fostering a collaborative and supportive work environment. Join our team and be part of an organization that values integrity, community impact, and professional growth as we continue to serve and strengthen the communities, we call home.

Overview

The Loan Operations Manager (LOM) is responsible for structuring and managing the Loan Servicing and Loan Documentation functions (the “Loan Operations Department”) and related personnel. The LOM ensures the efficient, effective, and accurate performance of all Loan Servicing and Loan Documentation activities, including commercial / core and SBA loan documentation preparation oversight, loan boarding, loan disbursements, loan purchases / participations / SBA loan sales, loan payments, paid-off loan processing, various balancing, various reporting, tax services, UCC filings, and insurance monitoring (including hazard, flood, and other required coverages).

The LOM and/or delegated staff also performs a variety of daily tasks including review of reports, daily callback, and solving problems associated with loan processing, disbursement, collateral lien perfection, and insurance monitoring. The LOM is responsible for ensuring that all internal and external stakeholders and bank clients are served promptly, courteously, efficiently, and professionally. The LOM reports to the Chief Credit Officer and collaborates with Compliance, Credit Administration, and Finance / Accounting departments. All duties are to be performed accurately, timely, efficiently, and in accordance with policies, procedures, and regulatory guidelines.

ESSENTIAL FUNCTIONS

Loan Operations Management:

· Responsible for managing the Loan Operations Department by ensuring accurate and timely servicing of the Bank’s loan portfolio, overseeing the production of loan documentation for the opening, servicing, and closing of loan / financing receivables across all FFIEC loan segments and types, and ensuring that loan servicing activities and documentation preparation comply with state and federal laws, regulations, and Bank lending policies and procedures.

· Manages all Loan Service / Note Department daily activities and workflow.

· Ensures all loans are boarded accurately in FIS Premier no later than the day of funding, with proper callback completed the following business day; for purchased loan pools, boarding is performed in coordination with Finance no later than 3 business days after funding.

· Ensures all loan payments are processed accurately and on the date of receipt.

· Ensures all paid loans are processed accurately and timely.

· Monitors and manages all construction disbursement activities.

· Ensures UCC filings are placed accurately and timely.

· Manages hazard, flood, and all other required insurance tracking for directly serviced loans through the Bank’s third-party insurance tracking vendor; ensures timely force-placement of coverage where deficiencies are identified and monitors vendor performance for accuracy and compliance.

· For loans serviced by third-party servicers, monitors servicer compliance with insurance sufficiency and statutory insurance requirements, including flood insurance, in accordance with applicable federal and state regulations and Bank policy.

· Performs monthly certifications accurately and timely; updates loan interest rates in FIS Premier and LaserPro as needed.

· Performs daily review of all loan reports — including daily callback, new loans boarded, closed loans, posted transactions, and non-post transaction reports — and reports any issues to the Chief Credit Officer and Chief Financial Officer.

· Performs all monthly and quarterly lending and finance certifications and promptly resolves any out-of-balance conditions.

Loan Documentation Quality Control:

· Oversees Loan Documentation staff’s application of LaserPro and other third-party licensed documentation systems to ensure adequate quality control.

· Conducts thorough reviews of loan files and documentation packages to verify accuracy and completeness, including promissory notes, security agreements, and related legal instruments.

· Ensures all loan documents adhere to regulatory guidelines and internal compliance standards.

· Implements quality control measures and process improvements to enhance efficiency and reduce operational risk.

Systems and Data Management:

· Maintains thorough knowledge of the Bank’s Loan Accounting System (LAS), third-party loan origination systems (e.g., Abrigo Sageworks), and loan portfolio management (LPM) requirements, working closely with Credit Administration and Finance / Accounting to identify and resolve data extraction, transformation, and load (ETL) process issues.

· Ensures accurate completion of operational reports produced by the Bank’s core system along with all internal and external reporting requirements related to the Bank’s loan portfolio.

· Ensures all department documents are imaged to the Bank’s loan file directory accurately and timely.

Portfolio and Investor Servicing:

· Services and maintains investor-purchased and sold participations / loan pool purchases and ensures reporting in accordance with the Bank’s loan policy and participation agreements.

· Services and maintains data on non-accrual and/or charged-off loans; makes loan grade changes as directed.

· Balances lending-related general ledger (GL) accounts in coordination with Finance / Accounting; processes block entries and miscellaneous LAS corrections.

Third-Party Servicer Oversight:

· Oversees third-party servicer relationships for the Bank’s legacy consumer mortgage portfolio, including sub-servicers responsible for loan payment processing, escrow administration, and investor reporting.

· Manages remittance oversight for third-party serviced consumer mortgage loans, including review and reconciliation of servicer remittance statements, principal and interest distributions, escrow balances, and related GL entries to ensure accuracy, completeness, and timeliness.

· Monitors third-party servicer performance against contractual obligations and applicable regulatory standards, including insurance sufficiency and statutory compliance requirements; escalates exceptions and deficiencies to the Chief Credit Officer as appropriate.

Compliance and Risk Management:

· Maintains current knowledge of regulatory requirements and internal policies related to loan documentation and loan servicing, including RESPA, HMDA, BSA, and applicable state and federal lending laws.

· Monitors regulatory changes impacting loan documentation and servicing practices and implements required procedural updates.

· Ensures implementation of and compliance with security precautions to protect customer loans, collateral, bank assets, and staff.

· Assures compliance with all Bank policies, procedures, and processes; adheres to Bank Secrecy Act (BSA) responsibilities specific to the position.

Personnel and Department Leadership:

· Ensures department activities run smoothly and efficiently; provides leadership, training, and supervision of department staff; maintains a high level of customer relations and service.

· Performs personnel actions including performance appraisals, disciplinary actions, and interviewing candidates; supervises daily activities of the department including effective delegation, work scheduling, and necessary training.

· Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; builds a diverse workforce and supports a working environment free of harassment of any type.

· Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.

Reporting and Communication:

· Prepares reports on loan documentation activities, compliance issues, and process improvements.

· Communicates effectively with senior management and stakeholders regarding documentation status, issues, and resolutions.

QUALIFICATIONS

Education/Certification:

Bachelor’s degree in business, economics, accounting, or related discipline preferred. Relevant equivalent work experience of 10+ years in commercial loan servicing and documentation may be considered in lieu of a college degree.

Required Knowledge:

Strong understanding of the documentation, compliance, and regulatory requirements of a broad range of commercial bank lending products, including unsecured commercial, secured commercial real estate, construction, Letter of Credit, SBA-enhanced lending, and Home Equity Loans. Knowledge of SBA lending and documentation requirements. Knowledge of bank accounting as it pertains to loan accounting. Strong knowledge of Commercial and Commercial Real Estate lending policies, practices, collection programs, and procedures. Strong knowledge of related state and federal loan regulations including RESPA, HMDA, and BSA. Advanced knowledge of title policies and related loan regulations. Proficiency with Microsoft Word and Excel.

Experience Required:

Prior four (4) or more years of note department / loan operations management experience required. Experience with FIS Premier core banking system required. Experience with LaserPro loan documentation preparation program required. Familiarity with Abrigo (Sageworks) loan origination and portfolio management systems preferred.

Consumer Mortgage Servicing:

Working knowledge of master servicer / sub-servicer structures for consumer residential mortgage portfolios, including the ability to manage concurrent, distinct third-party servicer relationships (e.g., sub-servicer oversight of legacy originated and sold downstream RMO pools as well as purchased wholesale Alt-Doc / non-QM pools) each governed by separate servicer agreements, reporting obligations, and investor requirements. Familiarity with multi-investor remittance management across agency (e.g., FNMA, FHLB Mortgage Partnership Finance) and private investor codes, including reconciliation of P&I distributions, escrow account balances, deferred / forborne principal balances on modified or compromise loans, and related GL entries to the Bank’s core system. Experience managing or overseeing sub-servicer transitions, including loan boarding and data conversion validation, borrower ACH re-enrollment monitoring, payment posting continuity, and resolution of delinquency or remittance artifacts attributable to servicer transfer disruption. Working familiarity with mortgage servicing rights (MSR) accounting under ASC 860-50, including the fair value measurement methodology and associated GL treatment, sufficient to support Credit Administration and Finance / Accounting in periodic MSR valuation review and certification processes. Ability to coordinate consumer mortgage servicer oversight functions alongside commercial loan operations, including monitoring third-party servicer performance for consumer RRE delinquency management, NPA placement support, borrower reinstatement processing, and foreclosure initiation, with appropriate escalation to Credit Administration for Watch List migration and non-accrual designation decisions.

Skills/Abilities:

Excellent organizational and time management skills. Excellent attention to detail, judgment, and dependability. Excellent verbal, written, and interpersonal communication skills. Ability to provide leadership, supervision, and training for five or more employees. Ability to collaboratively interface with other business units and departments. Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.

Benefits:

· Subsidized Medical, Dental, & Vision

· Basic Life/Accidental Death and Disbursement Insurance, Long-term Disability Insurance

· Employee Assistance Program

· Commuter Benefits

· 401K Retirement Plan

· Paid Vacation and Sick days; 11 paid Holidays per year

Location: Walnut Creek, CA

Job Type: Full-time

Salary Range: $160K - $185K Annual Salary

Salary may vary depending on multiple factors including but not limited to skill level, depth of work experience, education, relevant licenses/credentials, and geographic location.

Note: The duties and responsibilities listed are typical examples of work performed by the position and are not designed to contain or be interpreted as a comprehensive list of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.

EOE, including disability/vets. Job candidates must be legally eligible to work in the United States.

Gateway Bank, FSB is committed to ensuring that our online application process provides an equal opportunity to all job seekers, including individuals with disabilities. If you believe you need reasonable accommodation in order to search for a job opening or submit an employment application, please email us at hr@gatewayfsb.com. This is a dedicated email address designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be considered. A response to your request may take up to two business days.

Please note: Emails received for other purposes, such as following up on an application or non-disability related technical issues, will not receive a response.

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the requirements of Section 19 of the Federal Deposit Insurance Act.

Pay: $160,000.00 - $185,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience:

• commercial loan servicing and documentation: 10 years (Required)
• note department/loan operations management : 4 years (Required)

Work Location: In person